Tabitha Chappina
Lawrenceville,GA
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
18
18
years of professional experience
Work History
Associate LMS Manager
NAVEX Global
12.2019 - Current
- Cultivated partnerships between engineering, product and UX personnel to create holistically designed final products.
- Provided regular feedback to both junior engineers and senior leadership on individual performance metrics and observations.
- Collaborated with cross-functional teams to integrate specific updated features into finished products.
- Integrated prescribed processes and conventions during project planning to align products with internal guidelines.
- Directly interacted with high-level customers to verify satisfaction and integrate feedback on in-process development projects.
- Mentored junior customer service representatives, providing careful guidance of development strategies and education on innovative development techniques.
- Evaluated ongoing development efforts, providing feedback on potential methods of expediting completion and improving final results.
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Communicated regularly with customers concerning data exchange and technology integration.
- Skilled at working independently and collaboratively in a team environment.
Customer Service Representative
Essendant
12.2014 - 05.2016
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
Dispatcher
Universal Security Monitoring
06.2012 - 05.2014
- Communicated with drivers and personnel to coordinate timely loading of goods and materials.
- Managed conflict resolutions with drivers and other personnel to encourage professional relationships and promote respect.
- Directed dispatching, routing, and tracking of trucks coming and going for deliveries
- Answered phone calls and responded to customer emails.
- Monitored vehicle locations to coordinate timely arrivals.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
Customer Service Representative
AT&T Mobility Call Center
01.2006 - 02.2011
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
Education
High School Diploma -
Rockmart High School
Rockmart, GA05.2004
Skills
- Application Test Management
- Scheduling and Coordinating
- Clientele Management
- Communications Management
- Technical Proficiency
- Managing Customer Needs
- Project Management
- Negotiation and Conflict Resolution
Timeline
Associate LMS Manager
NAVEX Global
12.2019 - Current
Customer Service Representative
Essendant
12.2014 - 05.2016
Dispatcher
Universal Security Monitoring
06.2012 - 05.2014
Customer Service Representative
AT&T Mobility Call Center
01.2006 - 02.2011
High School Diploma -
Rockmart High School
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