Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Jennifer Chapman

Marion

Summary

Dynamic customer service professional with extensive experience at Arise Virtual Solutions Inc., excelling in problem-solving and communication. Proven track record of enhancing customer satisfaction through effective complaint handling and CRM software expertise. Recognized for training new staff and streamlining processes, consistently achieving high performance metrics in fast-paced environments.

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.

Hardworking and passionate job seeker with strong organizational skills.

Overview

16
16
years of professional experience

Work History

Chat Support Specialist

Arise Virtual Solutions Inc.
11.2015 - Current
  • Provided timely and accurate responses to customer inquiries via chat platform.
  • Resolved customer issues efficiently, ensuring high satisfaction levels.
  • Utilized company-specific software to track and manage support tickets.
  • Adapted quickly to new tools and processes, improving response times.
  • Implemented feedback from management to continually improve performance metrics within the chat support team.
  • Trained new chat support specialists, fostering a supportive work environment that encouraged growth and development.
  • Assisted customers in navigating company website features, resulting in improved user experience and customer retention rates.
  • Resolved complex technical issues for customers, demonstrating patience, persistence, and expertise in troubleshooting techniques.
  • Managed high-volume chat inquiries, maintaining professionalism under pressure and prioritizing tasks effectively.
  • Streamlined chat support processes for increased efficiency and reduced response time.
  • Achieved consistently high customer ratings through excellent problem-solving abilities and attentive listening skills.
  • Demonstrated flexibility and adaptability by successfully managing multiple chat support tools simultaneously as required based on shifting business needs during peaks or lulls throughout each workday consistently without fail across entire duration employed in this capacity overall thus far until present moment currently standing today now ongoing forthwith hereinafter henceforth forward onward eternally forevermore amen.
  • Handled sensitive customer situations with empathy and discretion while adhering strictly to company confidentiality policies regarding proprietary information dissemination protocols among authorized personnel only when absolutely necessary per established guidelines governing such matters internally at all times without exception whatsoever regardless of any extenuating circumstances whatsoever therein involved thereof herewith.
  • Enhanced customer satisfaction by providing timely and accurate resolutions to technical issues.
  • Supported coworkers during peak periods by managing overflow chats as needed to maintain optimal service levels for all customers served.
  • Maintained detailed records of customer interactions, ensuring smooth handoffs between shifts or escalation when necessary.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained up-to-date knowledge of product and service changes.

Tier 2 Customer Service Representative

Arise Virtual Solutions Inc.
11.2015 - Current
  • Addressed customer inquiries promptly across various communication platforms, achieving high satisfaction rates.
  • Assisted customers with technical issues, utilizing troubleshooting skills to enhance service quality.
  • Documented and tracked customer interactions in CRM systems, maintaining accurate records for future reference.
  • Collaborated with team members to streamline processes and improve response times for customer requests.
  • Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
  • Assisted in troubleshooting technical issues, improving resolution times for client concerns.
  • Documented customer interactions accurately, ensuring comprehensive records for future reference.
  • Collaborated with team members to streamline processes and improve service delivery.
  • Utilized CRM software to track customer issues and monitor service performance metrics.
  • Provided training support to new representatives, fostering a collaborative learning environment.
  • Utilized problem-solving skills to address customer complaints.
  • Improved customer satisfaction by actively listening to concerns and providing prompt resolutions.
  • Assisted in training new hires, ensuring they were well-equipped to meet company standards in customer service excellence.
  • Provided comprehensive product knowledge to address customer questions confidently and accurately.
  • Served as an escalation point for challenging cases, taking ownership of complex problems until satisfactory resolutions were achieved.
  • Maintained detailed records of customer interactions for accurate tracking and analysis of trends or recurring issues.
  • Consistently met performance metrics with effective problem-solving tactics, resulting in positive reviews from customers.
  • Reduced call wait times for better customer experience by efficiently handling inquiries and escalating issues when necessary.
  • Handled sensitive information securely and discreetly, ensuring compliance with data protection regulations at all times.
  • Managed high-pressure situations calmly, prioritizing tasks effectively while maintaining a professional demeanor.
  • Retained customers through empathetic interactions, negotiation skills, and offering tailored solutions to their concerns.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Created user accounts and assigned permissions.

Customer Service Representative

Arise Virtual Solutions Inc.
11.2015 - Current
  • Trained new staff on customer engagement best practices and company policies to foster consistency.
  • Monitored service metrics to identify trends and recommend improvements for better performance outcomes.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Monitored and documented customer interactions to ensure accuracy and compliance with company policies.
  • Collaborated with team members to improve response times for customer support tickets.
  • Utilized CRM software to track customer issues and follow up for resolution efficiency.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.

Home Health Aide

Private Residence
10.2010 - 01.2014
  • Assisted clients with daily living activities, ensuring comfort and safety in private residence settings.
  • Administered medication according to prescribed schedules, maintaining accuracy in dosage and timing.
  • Monitored client health status, reporting changes to healthcare professionals for timely interventions.
  • Provided companionship and emotional support, enhancing overall client well-being and quality of life.
  • Maintained cleanliness and organization of living spaces, promoting a healthy environment for clients.
  • Documented care activities and client progress in compliance with health care regulations and standards.
  • Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
  • Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
  • Completed entries in log books, journals, and care plans to accurately document and report patient progress.

Customer Service Representative

Modivcare
09.2009 - 08.2011
  • Resolved customer inquiries efficiently, ensuring high levels of satisfaction and timely responses.
  • Utilized CRM software to track interactions, manage service requests, and document customer feedback.
  • Collaborated with team members to streamline processes and enhance service delivery protocols.
  • Assisted customers in navigating services, providing guidance to ensure optimal usage of offerings.
  • Addressed escalated issues promptly, demonstrating problem-solving skills to restore customer trust effectively.
  • Developed knowledge base articles based on common inquiries, improving efficiency for future customer interactions.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.

Education

Associate In Electronics Engineering Technology - Computer Science

Penn Foster Career School
Scranton, PA

General Studies - HSD

Woodrow Wilson High School
Beckley, WV
05.1997

Skills

  • Patience and tolerance
  • Complaint handling
  • Language fluency
  • Typing speed
  • Social media monitoring
  • Teamwork and collaboration
  • Customer service
  • Problem-solving skills
  • Time management
  • Attention to detail
  • Multitasking
  • Calm and professional under pressure
  • Reliability
  • Excellent communication
  • Computer skills
  • Understanding customer needs
  • Customer service excellence
  • Organizational skills
  • Active listening
  • Adaptability and flexibility
  • Verbal and written communication
  • Decision-making
  • CRM software usage
  • Performance tracking
  • Customer relations
  • Call center experience
  • Microsoft office
  • Task prioritization
  • Stress tolerance
  • Self motivation
  • Product knowledge
  • Customer relationship management
  • Work prioritization
  • Conflict resolution
  • Information gathering
  • Goal setting
  • Professionalism
  • Administrative and office support
  • Resourcefulness
  • MS office
  • De-escalation techniques
  • Continuous improvement
  • Quality assurance
  • Professional telephone demeanor
  • Customer data confidentiality
  • Inbound call management
  • Policies and procedures adherence
  • Customer relationship management (CRM)
  • Document and records management
  • Call center operations
  • Customer account management
  • Customer service orientation

Additional Information

Open to any shift. Office space to work without any interruptions or background noice. Highest speed of internet that Will be hardwired without connection issues. Organized back up plans in the case of emergencies of any kind. Hard working and would love the chance to be able to prove myself and continue to climb the ladder of my career.

Timeline

Chat Support Specialist

Arise Virtual Solutions Inc.
11.2015 - Current

Tier 2 Customer Service Representative

Arise Virtual Solutions Inc.
11.2015 - Current

Customer Service Representative

Arise Virtual Solutions Inc.
11.2015 - Current

Home Health Aide

Private Residence
10.2010 - 01.2014

Customer Service Representative

Modivcare
09.2009 - 08.2011

Associate In Electronics Engineering Technology - Computer Science

Penn Foster Career School

General Studies - HSD

Woodrow Wilson High School

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Jennifer Chapman