Shauntovia Chapple
Summary
Results-driven individual with extensive experience in team training and development. Expertise in utilizing CRM software to track leads and facilitate effective communication across teams. Committed to improving customer satisfaction through effective complaint resolution and collaboration.
Overview
11
11
years of professional experience
Work History
Customer Experience Agent
CarMax
Raleigh, North Carolina
05.2025 - Current
- Guided customers in selecting vehicles aligned with their needs and preferences, improving satisfaction.
- Partnered with finance team to streamline vehicle financing options for customers, enhancing accessibility.
- Cultivated strong relationships with customers, leading to increased sales opportunities.
- Utilized CRM software to track leads and follow up with potential buyers.
New Hire Supervisor
Charter Communications, Spectrum
Morrisville, North Carolina
10.2022 - 05.2024
- Trained and mentored new team members on best practices.
- Conducted training sessions that increased team understanding of company policies.
- Facilitated hands-on workshops to improve product knowledge among staff.
- Collaborated with management to pinpoint specific training needs for new hires.
- Evaluated trainee performance through assessments, providing actionable feedback for improvement.
Sales Support Specialist
Charter Communications, Spectrum
Morrisville, North Carolina
01.2020 - 09.2022
- Resolved escalated customer complaints using effective communication and problem-solving techniques to enhance customer satisfaction.
- Collaborated with cross-functional teams to promptly address complex customer issues, improving response times.
- Maintained accurate records of escalated complaints for reporting and analysis purposes.
- Facilitated regular meetings to discuss challenging cases and share resolution strategies, fostering team knowledge and support.
- Provided feedback to management on recurring issues impacting customer satisfaction rates.
Inbound Sales Supervisor
Charter Communications, Spectrum
Morrisville, North Carolina
06.2018 - 12.2019
- Monitored call center performance to pinpoint improvement opportunities and enhance service quality.
- Provided guidance, training, coaching and mentoring to team members.
- Developed and monitored key performance indicators to assess team productivity.
- Conducted regular team meetings to share updates and foster team motivation and engagement.
Workforce Administrator
Charter Communications, Spectrum
Morrisville, North Carolina
11.2016 - 05.2018
- Managed employee onboarding processes for new hires across multiple systems.
- Established and maintained accurate employee files to ensure compliance and easy access to information.
- Monitored real-time workforce metrics to inform staffing decisions and improve operational efficiency.
- Coordinated with team leaders to resolve scheduling conflicts and align resources with operational demands.
- Utilized workforce management software to track attendance and adherence rates.
- Collaborated with operations teams to enhance workflow efficiency and service levels.
Outbound Sales Coordinator
Time Warner Cable
Morrisville, North Carolina
10.2015 - 10.2016
- Coordinated scheduling and preparation of promotional materials for sales events, enhancing team readiness.
- Organized and maintained sales documentation for efficient access and reference, supporting team productivity.
- Streamlined communication between sales representatives and management for improved workflows.
- Compiled monthly reports on sales activities, revenue, expenses, and key metrics for informed decision-making.
Education
High School Diploma -
Sheldon High School
Elk Grove, CA05-2008
Skills
- Customer relationship management
- Complaint resolution
- Sales techniques
- Call center experience
- CRM software
- Data entry
- Cross-functional collaboration
- Team training and development
Timeline
Customer Experience Agent
CarMax
05.2025 - Current
New Hire Supervisor
Charter Communications, Spectrum
10.2022 - 05.2024
Sales Support Specialist
Charter Communications, Spectrum
01.2020 - 09.2022
Inbound Sales Supervisor
Charter Communications, Spectrum
06.2018 - 12.2019
Workforce Administrator
Charter Communications, Spectrum
11.2016 - 05.2018
Outbound Sales Coordinator
Time Warner Cable
10.2015 - 10.2016
High School Diploma -
Sheldon High School