Summary
Overview
Work History
Skills
Certification
Education
Work Availability
Work Preference
Timeline
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Richard Chapman

Tempe,AZ

Summary

Experienced professional Manager with over 10 years working in a high volume call center/customer support environment.

Experienced with leading customer support teams to deliver exceptional service. Utilizes effective problem-solving techniques to ensure high customer satisfaction. Track record of enhancing team performance and streamlining support processes.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Support Manager

Flexivan Leasing LLC
06.2022 - Current
  • Managing 6 - 12 customer service agents in office and remotely
  • Provided employees with guidance in handling difficult or complex problems
  • Implemented corporate and departmental policies, procedure changes as needed
  • Conducted 1 on 1 meetings with agents weekly and monthly
  • Conducted annual PMP’s with CSRs
  • Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
  • Developed KPI’s for CSAT, AVG answer Time, Attendance, First case response, Case closure rate (email & phone)
  • Used the following software daily: Salesforce, Genesys, Speech Miner, Microsoft Office Suite, Google Workspace, HTML, CSS, Jira, Wordpress, Kiss Flow, GIER
  • Managed a team of customer support representatives, providing ongoing training and development opportunities.
  • Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.
  • Streamlined the customer support process for faster resolution times and improved customer experience.

Customer Support Manager

NewFold Digital (formerly Endurance International group)
10.2017 - 05.2022
  • Promoted to a leadership role within 6 months of employment
  • Implemented multiple new initiatives across the center and team
  • Managed 10 – 17 customer service agents in office and remotely
  • Provided employees with guidance in handling difficult or complex problems
  • Implemented corporate and departmental policies, procedure changes as needed
  • Regularly monitors and reviews progress of direct reports to ensure that department goals and objectives are being met and staff is being held accountable for performance
  • Conducted 1 on 1 meetings with agents weekly and monthly
  • Managed team performance to meet SLAs-1200s AHT-96% availability CSAT- 4.90 and $2000 sales minimum per agent
  • Manage, inspire and motivate web advisors to ensure operational excellence, high employee engagement and service
  • Used the following software daily: Salesforce, Genesys, Speech Miner, Microsoft Office Suite, Google Workspace, HTML, CSS, Jira, Wordpress

Web Advisor

NewFold Digital (formerly Endurance International group)
04.2017 - 10.2017
  • Handling inbound calls from customers regarding account information
  • Sold customers new products and services
  • Troubleshot technical support issues
  • De-escalating customer calls
  • Processing billing questions and addressing concerns
  • Developed custom web applications tailored to individual client needs, resulting in higher customer satisfaction rates.

Productivity Support Representative

GoDaddy
11.2014 - 05.2017
  • Handling inbound calls from customers regarding account information
  • Sold customers new products and services
  • Troubleshot technical support issues
  • De-escalated customer issues
  • Processing billing questions and addressing concerns

Skills

  • Empathy and patience
  • Client relationship building
  • Customer relations
  • Training and mentoring
  • Team building
  • Escalation handling
  • Training and coaching
  • Staff scheduling
  • CRM software expertise
  • Proficient in Microsoft Office, Salesforce Gensys, Jira,

Certification

  • Salesforce Sales Operations Specialization, Coursera, 10/23
  • Lead Management in Salesforce, Coursera, 09/23
  • Sales and CRM Overview, Coursera, 08/23

Education

Bachelor of Science - Business

Ashford University
San Diego, CA

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

HybridRemoteOn-Site

Important To Me

Work-life balanceCompany CultureWork from home optionPaid time offHealthcare benefitsStock Options / Equity / Profit Sharing4-day work weekCareer advancementFlexible work hours

Timeline

Customer Support Manager

Flexivan Leasing LLC
06.2022 - Current

Customer Support Manager

NewFold Digital (formerly Endurance International group)
10.2017 - 05.2022

Web Advisor

NewFold Digital (formerly Endurance International group)
04.2017 - 10.2017

Productivity Support Representative

GoDaddy
11.2014 - 05.2017

Bachelor of Science - Business

Ashford University

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Richard Chapman