Taniya Chappell
Macon,GA
Summary
Results-driven customer service professional with experience leading teams and delivering exceptional customer experiences in fast-paced environments. Proven track record of resolving customer complaints, improving satisfaction ratings, and driving continuous growth through feedback and self-improvement. Skilled in communication, problem-solving, and leadership, with a passion for providing top-notch service and support.
Overview
3
3
years of professional experience
Work History
Remote Customer Service Representative
ACC Premiere
Bristol, CT
09.2024 - Current
- Addressed customer concerns and resolved issues through various communication channels, maintaining high levels of customer satisfaction.
- Resolved customer concerns by leveraging strong communication and problem-solving skills, escalating issues as needed to ensure timely resolution.
- Collaborated with internal teams to resolve customer complaints and implement process improvements.
- Maintained accurate records of customer interactions using CRM software to track customer history and preferences.
- Met or exceeded performance metrics, including customer satisfaction, first-call resolution, and quality standards.
- Recognized for outstanding performance through multiple gift card rewards, demonstrating a commitment to delivering exceptional customer experiences.
- Demonstrate a growth mindset, actively seeking and incorporating feedback to improve performance, enhance customer experiences, and drive continuous growth.
Shift Leader
SUBWAY®Restaurants
Macon, GA
02.2022 - 04.2024
- Supervised a team of up to 10 employees, providing guidance, training, and feedback to ensure excellent customer service.
- Implemented a training program to enhance team members' knowledge of menu items and promotions, resulting in a 25% increase in sales.
- Managed cash handling, inventory, and scheduling responsibilities, ensuring seamless store operations.
- Greeted customers, addressed inquiries, and resolved concerns professionally.
- Utilized active listening to understand customer needs, preferences, and complaints.
- Communicated menu options, promotions, and nutritional information effectively.
- Demonstrated flexibility by adjusting to varying customer volumes and peak periods.
- Maintained customer satisfaction by effectively managing unexpected challenges, such as equipment malfunctions and ingredient shortages.
Education
GED -
Technical College System of Georgia
Chamblee, Georgia04-2024
Skills
- Email management
- Complaint resolution
- Customer satisfaction measurement
- Inbound and outbound calling
- Live chat support
- Technical troubleshooting
- Active listening
- Team leadership and supervision
- Adapting to changing situations and priorities
- Continuous learning and self-improvement
- Emotional intelligence and empathy
- Building rapport
Timeline
Remote Customer Service Representative
ACC Premiere
09.2024 - Current
Shift Leader
SUBWAY®Restaurants
02.2022 - 04.2024
GED -
Technical College System of Georgia
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