Duane Chapman
Abbotsford,BC
Summary
Professional in client support, skilled in resolving complex issues and enhancing customer satisfaction. Adept at effective communication, conflict resolution, and providing technical assistance. Collaborative team player focused on achieving results, with adaptability to evolving needs. Strong organizational abilities, empathy, and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Client Support Specialist
SureCall Contact Centers
12.2020 - 05.2024
- Collaborated closely with cross-functional teams to ensure comprehensive resolutions for clients'' concerns.
- Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
- Actively participated in weekly team meetings, contributing valuable insights from direct client feedback.
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
- Proactively identified potential issues within client accounts, taking action to prevent escalations or disruptions in service delivery.
- Provided exceptional service to clients by understanding their unique needs and offering tailored solutions.
Talent Development Coordinator
SureCall Contact Centers
06.2016 - 12.2020
- Streamlined onboarding processes for new hires, resulting in reduced time to full productivity.
- Championed a culture of continuous improvement within the organization by celebrating success stories and recognizing top performers after completing development programs.
- Coordinated company-wide training events, maximizing participation rates and overall impact on employee performance levels.
- Improved overall workforce performance with the introduction of relevant professional development opportunities.
- Collaborated with HR and management teams to align talent development initiatives with organizational goals.
Education
Bachelor of Arts - Philosophy
Simon Fraser University
Vancouver, BC06-2015
Skills
- Excellent verbal and written communication
- Teamwork and collaboration
- Client relationship building
- Empathy and patience
- Complaint resolution
- LiveChat messaging
- English fluency
- Support inquiry assistance
Languages
English
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Client Support Specialist
SureCall Contact Centers
12.2020 - 05.2024
Talent Development Coordinator
SureCall Contact Centers
06.2016 - 12.2020
Bachelor of Arts - Philosophy
Simon Fraser University
Similar Profiles
Jo-Anne FanjoyJo-Anne Fanjoy
Customer Service Ambassador at SureCall Contact Centers - Giving Season HireCustomer Service Ambassador at SureCall Contact Centers - Giving Season Hire
Chriswen BonghanoyChriswen Bonghanoy
Quality Analyst Level 2 at EPerformax Contact Centers & BPOQuality Analyst Level 2 at EPerformax Contact Centers & BPO
Shovan ChatterjeeShovan Chatterjee
Subject Matter Expert - Fulfilment Operations at Splunk - Blue Ocean Contact CentersSubject Matter Expert - Fulfilment Operations at Splunk - Blue Ocean Contact Centers