Zaneka Chapman
Dallas,TX
Summary
Professional with background in customer service and administrative support. Proven ability to manage high-volume calls and resolve issues efficiently. Known for strong collaboration skills and focus on achieving results in dynamic environments. Dependable and adaptable to changing needs, with excellent communication and problem-solving abilities.
Overview
7
7
years of professional experience
Work History
Contact Representative
Internal Revenue Service, IRS (Hybrid)
08.2023 - 09.2025
- Perform data entry in various computer systems.
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
- Improved customer satisfaction by resolving issues efficiently and professionally.
- Evaluated taxpayer documentation, ensuring adherence to relevant regulations and laws.
- Managed multiple audit cases simultaneously while maintaining high standards of quality and efficiency in case resolution.
- Assisted taxpayers with understanding complex tax laws, providing clear explanations and guidance.
Call Center Representative
Chime Solutions (Remote)
10.2021 - 05.2023
- Guided patients through complex insurance processes, ensuring they received accurate and timely information regarding their health coverage options.
- Monitored claim processing performance metrics and implemented necessary adjustments, resulting in improved efficiency and effectiveness within the department.
- Managed high-volume caseloads while maintaining strict attention to detail in order to ensure successful processing of each individual claim submission.
- Processed insurance payments and maintained accurate documentation of payments.
- Collected payments and applied to patient accounts.
Contact Representative
Telvista Call Center (Remote)
05.2018 - 09.2021
- Participated in training programs, applying new knowledge to enhance skills and job performance.
- Resolved customer complaints efficiently, maintaining a high level of professionalism and empathy.
- Handled difficult situations calmly, utilizing conflict resolution techniques for successful outcomes.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Education
High School Diploma -
David W. Carter
Skills
- Data entry
- Empathy and patience
- Problem-solving skills
- Resolving issues
- Payment processing
- Complaint resolution
- Credit adjustments
Personal Information
Timeline
Contact Representative
Internal Revenue Service, IRS (Hybrid)
08.2023 - 09.2025
Call Center Representative
Chime Solutions (Remote)
10.2021 - 05.2023
Contact Representative
Telvista Call Center (Remote)
05.2018 - 09.2021
High School Diploma -
David W. Carter
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