Summary
Overview
Work History
Education
Skills
Timeline
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Taniya Chappell

Customer Support Specialist
Macon,GA

Summary

Customer-focused support professional with 2+ years of experience in high-volume service roles, delivering prompt, empathetic solutions across phone, email, and live chat channels. Known for exceeding KPIs, achieving 95%+ customer satisfaction scores, and coaching teams to surpass service goals. Proficient in CRM tools, de-escalation strategies, and team leadership in fast-paced environments. Committed to continuous growth, active feedback, and delivering standout customer experiences.

Overview

3
3
years of professional experience

Work History

Remote Customer Service Support Specialist

ACC Premiere
Southington, CT
08.2024 - Current
  • Streamlined support processes for improved efficiency and reduced response times.
  • Delivered support via phone, email, and live chat, resolving 40+ inquiries per day with a 96% customer satisfaction rate.
  • Used CRM tools to document interactions, track resolution times, and identify recurring issues for process improvements.
  • Achieved or exceeded monthly performance metrics in areas like First Call Resolution (FCR), call quality, and ticket response time.
  • Took initiative to seek feedback regularly and apply it to improve service delivery and efficiency.

Restaurant Operations Supervisor

SUBWAY®Restaurants
Macon, GA
01.2022 - 05.2024
  • Enhanced employee retention by 20% over 12 months by fostering a positive work culture and implementing monthly development and coaching sessions.
  • Managed and filled staffing gaps with minimal disruption, maintaining service quality during peak hours and reducing shift coverage issues by 30%.
  • Handled approximately 30+ customer interactions per shift, resolving inquiries and concerns with a 95% satisfaction rate as reported in post-service surveys.
  • Boosted repeat customer visits by 15% through personalized service and relationship-building strategies.
  • Resolved an average of 10+ complaints per week, often turning negative experiences into positive outcomes and strengthening customer loyalty.

Education

High School Diploma -

Technical College System of Georgia
Chamblee, Georgia
05.2001 -

Skills

Conflict resolution expertise

Customer-centric approach

Proficient in organization

Assertiveness

Skilled in utilizing CRM software (Zendesk, Salesforce, MS Teams, Emplifi Agent, Genesys, Zoom, Salesforce)

Knowledge Base Navigation

Remote team engagement

Multi channel Support (Phone, Email, Chat)

Diagnostic technical skills

Customer relationship management (CRM)

Clear verbal communication

Time & Priority Management

Timeline

Remote Customer Service Support Specialist

ACC Premiere
08.2024 - Current

Restaurant Operations Supervisor

SUBWAY®Restaurants
01.2022 - 05.2024

High School Diploma -

Technical College System of Georgia
05.2001 -

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Taniya ChappellCustomer Support Specialist