Customer Service Representative

Monique Chapman

*** ***** ***** ***. **

Cary, NC 27511

(C) 252-***-**** Email:***************@*****.***

Education:

**** - ********* ****** ** ******* Office Administration - Craven Community College

2009 - Certificate Pharmacy Technician - Craven Community College

2006 - Certificate Nursing Assistant Program - Craven Community College

Skills:

Medisoft Advanced Software, Billing/Scheduling, Medical Office Receptionist, General Office, Coding,

Medical Office Administration

Experience:

April 2014 – Present

Work from Home Sales & Service Representative

Convergys

201 East Fourth Street Cincinnati, OH 45202

Supervisor: Leslie Osborne Phone: 513-***-****

Interface with customers via inbound or outbound calls or the Internet for the purpose of actively

selling products and services. Greet customers in a courteous, friendly, and professional manner

using agreed upon procedures. Listen attentively to customer needs and concerns; demonstrate

empathy. Clarify customer requirements; probe for and confirm understanding of requirements

or problem. Meet customer requirements through first contact resolution. Confirm customer

understanding of the solution and provide additional customer education as needed. Prepare

complete and accurate work and update customer file. Communicate effectively with

individuals/teams in the program to ensure high quality and timely expedition of customer

requests. Effectively transfer misdirected customer requests to an appropriate party. Contribute

ideas on ways to resolve problems to better serve the customer and/or improve productivity.

Participate in activities designed to improve customer satisfaction and business performance.

Place and/or receive customer inquiries that may require deviation from a script or sales flow

process. Provide answers and/or advice to customers based on their particular requirements and

customer profile. Update customer records. Troubleshoot, research and analyze customer

problems with installation, billing, service upgrades/downgrades and disconnects. Conduct

needs-based selling by using non-scripted probing techniques to determine customer needs and

to offer the most appropriate product or service to address their needs. Maintain broad

knowledge of products, pricing, promotions, procedures, and other important issues through

management communications, meetings, client focus groups, and formal training.

May 2013 – February 2014

Customer Account Representative

Rent-A-Center

4905 Buena Vista Rd. Columbus, GA. 31907

Supervisor: Kerry Maddox Phone: 706-***-****

Manage rental accounts and meet company account management goals and expectations, by

collecting on past due accounts while adhering to company standards, policies, and procedures.

Increase store BOR and revenue through sales activities, account management, and providing

total customer satisfaction. Accomplish these in a way that is consistent with the RAC mission

statement. Greet and assist customers on the sales floor. Prospect for new business by

telemarketing and distributing print materials. Load and deliver merchandise to customers as

assigned. Review expired accounts with the customers to promote timely payments. Complete

customer service calls in a timely manner as assigned. Keep sales floor and back room cleaned

and organized.

October 2010 – May 2013

Assistant Store Manager

Dollar General, 2666 Martin Luther King Blvd. New Bern, NC. 28562

Supervisor: Carrie Brown Phone: 252-***-****

Supported the Store Manager in daily operations of the store by assisting with store inventory

and merchandise movement. Ensured proper cash handling, authorized and signed for refunds,

overrides, count register and deposit money in bank. Assisted in ensuring the financial integrity

of the store through strict cashier accountability, key control, and adhered to company security

practices and cash control procedures. Completed all paperwork and documentation according to

guidelines and deadlines. Perform IBM cash register functions to generate reports. Entered

payroll information into the computer. Provided excellent customer service to customers,

provided adequate training for employees. Cleaned service, unload trucks and efficiently stoked

and stored merchandise in accordance with the company’s policy. Opened and closed the store.

Managed the store in the manager's absence and Adhere to the company policies and procedures

as outlined in the Standard Operating Procedures Manual.

October 2008 - November 2010

Dietary Aide

Carebridge Assisted Living, 2915 Brunswick Ave. New Bern, NC. 28562

Supervisor: Marsha Hargett Phone: 252-***-****

As a Dietary Aide, I provided assistance to the cook in the preparation and service of meals by

preparing food according to the resident’s diet. I set up food trays with a beverage, meal and

dessert for each resident according to their dietary requirements. Placed the trays on carts and

delivered the food to each room. After the meals were completed, I disposed of the remaining

food and return the trays with cutlery and glasses to the kitchen. I observed the patients while

eating and submitted a report to the dietician. The report included any problems noticed as well

as progress that has been made. Created diet records that analyze all of the food the patients

consumed and set goals for nutrients. I washed dishes after the food was serviced, as well as

cleaned the kitchen to keep it sanitary and up to health standards and cleared and wiped down

tables. I also conducted inventory counts, received, stored food supplies and ordering equipment.

I prepared snacks for the residents. Followed safety codes and Federal and State long term care

regulations and Dietary Department policies and procedures while performing other duties or

special assignments directed by the Dietary Manager.

March 2007 - December 2008

3

Customer Service Representative/Gas Station Cashier

Family Fare BP, 1200 South Glenburnie Road, New Bern, NC. 28562

Supervisor: Shannon Best Phone: 252-***-****

Greeted customers entering establishment and maintain clean and orderly checkout area.

Received payment by cash, check, credit cards, vouchers, or automatic debits. Provided

customers with receipts, refunds, credits, or change due to customers. Counted money in cash

drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate

change. Established prices of goods, services and tabulated bills using calculators, cash registers,

or optical price scanners. Resolved customer complaints. Bagged, boxed, wrapped, or gift-

wrapped merchandise, and prepared packages for shipment. Sorted, counted, and wrapped

currency and coins. Processed merchandise returns and exchanges. Answered customer’s

questions and provided information on procedures and policies. Stocked shelves, and mark prices

on shelves and items. Compiled and maintained non-monetary reports and records. Collected

money from patrons at the gas station. Dispensed lottery tickets, collected and disposed of trash

outside. Verify age of customer if they are purchasing alcohol or cigarettes.

February 2006 – June 2007

Home Health Care Nursing Assistant

Extentions of Living, LLC. 725 Professional Drive, New Bern, NC. 28560

Supervisor: Monique Robinson Phone: 252-***-****

Performed routine tasks including tasks involving minor personal services for residents of

facility. Assisted in walking, feeding, bathing, taking care of overall hygiene by brushing the

patient’s teeth or dentures and assisting with dressing and grooming. Dusted and cleaned the

residents rooms, transported patients using a wheelchair, changed bed linens, ran errands,

directed visitors, and answered the telephone, took and recorded temperature, blood pressure,

pulse and respiration rates, and food and fluid intake and output as directed. Turned and

repositioned bedfast patients alone or with assistance to prevent bedsores. Performed related

restorative and rehabilitative care activities for residents and aids in caring for their personal

needs and comfort.

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