Chaneen A. Hampton
Summary
Experienced business analyst specializing in implementation and project management, driving operational optimization and revenue growth. Expertise in strategic planning, process improvement, reporting analysis, and program management. Proven track record of leading teams to surpass performance goals while ensuring high client satisfaction.
Overview
27
27
years of professional experience
Work History
BUSINESS CONSULTANT
Tri-Fold
10.2007 - Current
- Facilitated preparation of Federal and State income tax returns for individuals and small businesses.
- Executed interim bookkeeping, including internal audits and variance analysis.
- Counseled start-ups on essential administrative tasks, including grant proposals and business plans.
- Advised non-profits on achieving 501(c)(3) tax exemption status through effective planning.
CPE PROJECT MANAGER
Verizon Business - HCL
05.2019 - 09.2024
- Managed post-sales quote to order projects for major market business accounts.
- Coordinated kickoff, ordering, and delivery of wireline and hybrid wireless CPE projects across 25-9000+ locations.
- Supervised offshore back-office support teams exceeding 10 members.
- Communicated strategies and objectives to employees and stakeholders, providing regular progress updates.
- Escalated departmental issues appropriately to enhance operational efficiency.
- Analyzed data and leveraged tools to drive performance, productivity, compliance, and customer experience.
SR. LIFECYCLE IMPLEMENTATION MANAGER
Verizon Business - APEX
07.2017 - 05.2019
- Oversaw delivery management of data, internet, private IP, ethernet, and wireless services for corporations.
- Managed 8-12 corporate accounts by facilitating regular meetings and reports.
- Forecasted end-of-month revenue while ensuring timely reconciliation.
- Partnered with cross-functional teams to meet customer satisfaction and implementation objectives.
- Transitioned from contractor to permanent staff on May 14, 2018.
RESOURCE COORDINATOR
The Yoh (Ingersoll-Rand)
10.2014 - 05.2016
- Managed customer database manipulation in Siebel CRM to facilitate air compressor repair order workflows.
- Oversaw routine preventative maintenance scheduling alongside parts inventory management on a regular basis.
- Balanced actual charges with billable amounts, ensuring timely collection and documentation of payments.
- Processed warranty registrations and handled claims along with service call inquiries efficiently.
ADMINISTRATIVE SERVICES/PROJECT COORDINATOR
Imprimis Staffing
09.2011 - 09.2012
- Executed diverse administrative and business services through temporary contract assignments.
- Coordinated projects for major ATM manufacturer, overseeing ADA compliance across USA branches.
- Facilitated communication between branch management and ATM service provider.
- Supported online educational applications, assisting school districts via phone, email, and chat.
CALL CENTER SUPERVISOR
LoanLink Center
10.2007 - 05.2010
- Managed operational procedures within inbound/outbound customer service environment.
- Oversaw team performance, ensuring high-quality standards and schedule compliance.
- Provided coaching to 20-25 agents on various customer service calls.
- Compiled data analysis into reports that addressed turnover reduction and budget optimization.
PROPERTY MANAGER
Philco Properties
01.2005 - 10.2007
- Oversaw the daily operations of 128 residential units. Supervised rent collections, office/leasing, and maintenance staff.
- Performed functions within Rent Roll and YARDI programs for administrative, financial analysis, and reporting purposes.
- Improved property image, and attracted quality residents. Modified the screening process and created a revenue recovery plan to collect former resident, defaulted, and eviction files.
MORTGAGE LOAN SERVICING
Countrywide
09.2002 - 12.2004
- Executed loan processing, modification, and workout programs for serviced accounts.
- Conducted "Office of the President" level client resolutions alongside root-cause analysis for executive reporting.
- Leveraged multiple databases in managing file portfolios with extensive customer interactions.
- Facilitated cross-departmental training to optimize workflow and resource sharing.
CUSTOMER SERVICE SUPERVISOR
Sprint PCS
01.1999 - 08.2002
- Supervised daily activities of 20+ direct and 500+ indirect call center representatives.
- Maintained employee files with performance metrics, attendance records, and disciplinary actions.
- Evaluated sales, collections, and quality assurance calls to identify coaching opportunities and additional trainings.
- Analyzed workforce management forecasts and provided daily, monthly, and quarterly reports on team performance.
Education
Bachelor of Arts - Business Management
Western Governor's University
12.2027
Skills
- Proficient in MS Word, MS Excel, PowerPoint, MS Accounting, Project, and SharePoint
- ProQuest, EZStatus, UOTM, E-ASR, SalesForce, Cameo, Global Contracting Tool, Siebel CRM, AS400, IEX, Nice, Avaya, Heat, Aspect, CallMiner
- PeopleSoft, FoxPro, Lotus Notes, YARDI, Rent Roll, QuickBooks, Towbooks
Experience Summary
- Financial/Telecom Call Center Operations
- Project Administration & Development
- Quality Analysis, Assurance & Control
- Process Improvement & Implementation
- Comprehensive Coaching & Development
- Non-Profit Planning & Community Leadership
Timeline
CPE PROJECT MANAGER
Verizon Business - HCL
05.2019 - 09.2024
SR. LIFECYCLE IMPLEMENTATION MANAGER
Verizon Business - APEX
07.2017 - 05.2019
RESOURCE COORDINATOR
The Yoh (Ingersoll-Rand)
10.2014 - 05.2016
ADMINISTRATIVE SERVICES/PROJECT COORDINATOR
Imprimis Staffing
09.2011 - 09.2012
BUSINESS CONSULTANT
Tri-Fold
10.2007 - Current
CALL CENTER SUPERVISOR
LoanLink Center
10.2007 - 05.2010
PROPERTY MANAGER
Philco Properties
01.2005 - 10.2007
MORTGAGE LOAN SERVICING
Countrywide
09.2002 - 12.2004
CUSTOMER SERVICE SUPERVISOR
Sprint PCS
01.1999 - 08.2002
Bachelor of Arts - Business Management
Western Governor's University