Richard Mapp
@richardmapp
I build customer loyalty through high-volume service, first-contact resolution, and team coaching.
United StatesWhat I'm looking for
I've built customer loyalty through high-volume service, consultative problem-solving, and first-contact resolution across customer care and hospitality environments.
At Chewy, I progressed from Agent to Escalation to Team Manager within 18 months. I coached 15–20 Customer Service Agents, supported more than 25 internal promotions, and maintained an 80%+ First Contact Resolution rate while monitoring quality, compliance, and productivity.
In restaurant service at Shooter's Waterfront and S3, I deliver personalized, solution-oriented experiences, anticipate customer needs, and resolve issues quickly. I'm also thoroughly versed in menu items, ingredients, preparation, and allergy considerations.
Experience
Work history, roles, and key accomplishments
Server
Shooter's Waterfront
Oct 2023 - Present (2 years 11 months)
Delivers personalized, solution-oriented service in a high-volume restaurant, anticipating customer needs and resolving issues quickly to enhance loyalty.
Server
S3 (The Restaurant People)
May 2022 - Sep 2023 (1 year 4 months)
Delivered personalized, solution-oriented service in a high-volume restaurant, anticipating customer needs and resolving issues quickly to enhance loyalty.
Managed, coached, and developed 15-20 Customer Service Agents, achieving 80%+ First Contact Resolution rate. Handled escalated customer calls with empathy and compliance, and monitored KPIs including quality and productivity.
Education
Degrees, certifications, and relevant coursework
West Chester University
Bachelor of Arts, Environmental Science
Bachelor of Arts in Environmental Science from West Chester University, completed in 2015.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Job categories
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