(Bj) Robert Chaplin Jr Email & Phone Number

Suwanee, Ga

Regional Sales Administrator (Southeast) 5/19 – Present • Provides administrative support to Regional Sales Leader and Sales Managers • Acts as the intermediary between sales and stakeholders in other departments• Generates reporting metrics and finds resolutions for invoice discrepancies, AR issues, dead & excess Customer Service Manager, (Packaging) 10/16 – 12/18, (Print) 1/19 – 3/19 • Managed an average of 20 Customer Service Professionals (CSPs) and interviewed, hired, and promoted employees• Oversaw open order cleanup during system conversion to Veritiv Operating System (VOS) at the first major customer service site to transition to the new system• Evaluated team using a variety of qualitative and quantitative measures and utilized data for coaching• Held bi-weekly customer service improvement calls via WebEx in which multiple departments were brought together to identify, track, and improve issuesPackaging Team Lead, 12/14 – 10/16 • Served as VOS Train the Trainer, Converting Specialist, and Consignment Billing Specialist• Conducted multiple new-hire trainings and created several training guides• Mentored, trained, developed, and supervised an average of 20 CSPsCustomer Service Professional II, 6/13 – 11/14 • Managed 30+ accounts, including International Paper, Eastman Kodak, and Sonoco• Processed stock, direct, and indirect orders received via fax, phone, and email using AS400-based system• Researched and resolved complex problems involving order processing, credits, tracking, and billing• Appointed as point-person Super User for online account maintenance, questions, problems, and training • Served as Contingency Team member, Safety Committee member, and Customer Service Integration Team Packaging Email Facilitator

Athens, Georgia Area

• Provided technical support for Apple iOS devices (iPad, iPhone, and iPod Touch)• Scheduled repairs, resolved account security issues, and troubleshot technical problems• Upsold AppleCare Protection Plans and Pay-Per-Incident agreements

Athens, Georgia Area

Shift Manager, 4/11 – 3/12• Awarded “Shift Manager of the Quarter” during first quarter in the role• Managed 80+ Customer Service Representatives (CSRs) and four supervisors • Spearheaded the launch of simultaneous call verification and call handling overnight for a myriad of major clients (including Wells Fargo, Fifth Third Bank, Hair Club, and Highlights Magazine) • Adjusted employee schedules for adequate staffing and researched payroll concerns• Audited CSRs' folders to ensure that supervisors were coaching effectivelySupervisor, 6/08 – 3/11• Served as Workforce Management overnight for call routing and agent skilling• Created quality guideline materials and conducted trainings• Fielded escalated calls• Conducted weekly call quality monitoring of CSRs • Ensured CSRs were reaching required metrics (talk time goals, sales goals, schedule adherence, etc.) and coached accordinglyAssistant Supervisor, 5/08 – 5/08• Apprenticed under another supervisor, co-supervising a team of approximately 40 agents• Researched calls to verify customer complaintsMentor, 3/08 – 4/08• Answered questions from other CSRs and provided guidance• Updated and maintained call handling reference materialsCustomer Service Representative, 10/06 – 2/08• Simultaneously fielded customer service and sales calls for 20+ different companies, including Bank of America, Megabus, Time Magazine, and Chase • Excelled in qualitative call monitoring scores as well as other metrics (talk time goals, sales goals, etc.)

Master Of Arts (Ma), Communication, Journalism, And Related Programs

Bachelor Of Science (B.S.), Mass Communication/Media Studies