Yvette Chapman
Customer Service
Akron,OH
Work Preference
Summary
Capable Customer Service Specialist with solid background in customer communication and problem-solving in chat-based environments. Successfully managed high volumes of inquiries, ensuring efficient resolution and enhanced customer satisfaction. Demonstrated ability in multitasking and technical troubleshooting to support team objectives and maintain service quality.
Overview
21
21
years of professional experience
Work History
Chat Support Representative
Allstate Corp
Dallas, TX
04.2022 - Current
- Assisted customers with inquiries, providing accurate information on policies and claims processes.
- Utilized CRM software to document interactions and track customer issues effectively.
- Resolved customer complaints by identifying issues and offering appropriate solutions promptly.
- Collaborated with team members to enhance service delivery and improve customer satisfaction ratings.
- Collaborated with team members to share best practices for handling complex inquiries and improving overall performance.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Claims Processor
Allstate Corp
Hudson, OH
11.2020 - 04.2022
- Processed insurance claims with attention to detail and accuracy.
- Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
- Utilized specialized software to process incoming claims, enter data.
- Evaluated claim documentation to determine coverage eligibility and compliance.
Frontline Member Associate
Allstate Corp
Hudson, OH
08.2018 - 11.2020
- Assisted members with policy inquiries and claims processing to enhance customer satisfaction.
- Educated clients on coverage options, providing tailored recommendations based on individual needs.
- Handled incoming calls, effectively addressing concerns and resolving issues in a timely manner.
- Collaborated with team members to streamline workflows, improving overall service efficiency.
- Participated in regular team meetings to discuss performance metrics, address any concerns, and develop strategies for improvement.
- Supported company initiatives by volunteering for community outreach events, representing the organization with pride and professionalism.
Customer Service Representative
Signet Jewelers Inc.
Akron, OH
06.2005 - 07.2018
- Provided exceptional service in high-pressure environments, maintaining professionalism and composure.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Education
High School Diploma - Business Administration
Easy High School
AkronSkills
Claims review
- and collaboration
- Teamwork and collaboration
- Attention to detail
- Understanding customer needs
- Phone etiquette
- De-escalation techniques
- Professional telephone demeanor
Claims processing software
Payments posting
Attention to detail
Data entry
Critical thinking
Customer service
Data entry software
Decision-making
Documentation processing
Small claims payouts
Teamwork
Team collaboration
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Chat Support Representative
Allstate Corp
04.2022 - Current
Claims Processor
Allstate Corp
11.2020 - 04.2022
Frontline Member Associate
Allstate Corp
08.2018 - 11.2020
Customer Service Representative
Signet Jewelers Inc.
06.2005 - 07.2018
High School Diploma - Business Administration
Easy High School
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse