Chantaye Franklin
Summary
Client-focused Operations and Service Professional experienced in enhancing customer engagement and managing complex workflows within large, regulated organizations. Delivered data-driven insights and improved customer satisfaction through proactive engagement and process optimization. Contributed to operational efficiency and supported leadership initiatives by collaborating with internal stakeholders and serving as a trusted resource.
Overview
11
11
years of professional experience
Work History
Senior Products and Service Specialist
Duke Energy
05.2025 - Current
- Lead the development and execution of customer-focused products and service initiatives designed to improve customer satisfaction and operational efficiency.
- Partners with cross-functional teams to identify customers’ needs define engagement strategies and deliver high-quality solutions aligned to business goals.
- Analyze customer feedback, usage data, and market trends to identify opportunities for continuous improvement and enhanced service delivery.
- Recommended enhancements based on performance indicators and service outcomes to improve service delivery.
- Mentor and support team members, fostering collaboration, accountability, and consistent service excellence.
Gas work coordinator
Piedmont Natural Gas
02.2023 - 05.2025
- Coordinated and distributed daily field service orders to technicians, ensuring timely completion, repair, and customer service work.
- Maintained real-time reporting on leak repairs and compliance activities to support leadership visibility and operational decision-making.
- Utilized Service Suite to manage dispatch workflows, prioritize work, and optimize resource allocation.
- Trained and onboard new members on systems, workflows, and operational best practices.
- Supported CFO leadership by contributing to the development and implementation of standardized procedures and policies for the Zone.
- Actively participated in the Network Leadership Development Program as Protégé, supporting leadership initiatives and professional growth.
Lead Business Specialist-Renewable Energy
Duke Energy
11.2021 - 02.2023
- Managed ongoing relationships with third-party vendors supporting renewable energy programs and solar installations.
- Maintained in-depth knowledge of rate schedules across Duke Energy service areas of NC, SC, FL, Midwest Ohio, to support accurate customer guidance.
- Leveraged SAP to resolve complex billing inquiries related to solar generation, usage discrepancies, and overproduction.
- Utilized Salesforce to track customer activity and deliver updates on solar installation progress.
- Ensured customer needs met through proactive communication and prompt issue resolution.
- Coordinated with contractors and technical teams, monitored project progress, managed timelines, and addressed issues for safe, efficient project completion.
- Identify root causes, develop innovative solutions, and collaborate across departments to resolve challenges.
Work Management Specialist- Field Metering
Duke Energy
09.2019 - 11.2021
- Coordinated installation and removal of metering equipment, including solar and advanced metering infrastructure (AMI), ensuring timely project execution.
- Supported the installation of AMI meters, solar meters, and three-phase transformers for new service.
- Liaised between metering teams and Renewable Service Center to resolve conflicts, enhancing service delivery and communication.
- Identified and resolved discrepancies between interconnection requirements and field installations.
- Maintained accurate project data using Salesforce, CBIS, and SAP including inspections, operational dates, and meter readiness.
- Assisted in establishing performance metrics for tracking project outcomes, contributing to improved operational success.
Work management specialist II
Duke Energy
11.2017 - 09.2019
- Coordinated with field leadership to prioritize and complete work orders, enhancing workflow efficiency.
- Monitored multiple work queues, ensuring accurate routing and timely resolution of requests for improved customer satisfaction.
- Managed inbound and outbound communications with customers and internal departments while exceeding key performance indicators.
- Resolved customer inquiries related to technical issues, program participation, and service disruptions.
- Supported development of policies and procedures that streamlined workflows and enhanced service outcomes.
Work management specialist I
Duke Energy
Rural Hall
12.2014 - 11.2017
- Prepared and managed job documentation for overhead field crews.
- Coordinated with NC 811 to ensure safe and compliant work practices during locates.
- Processed work orders using CBIS and Maximo systems.
- Generated and interpreted reports on locates and verification activities to support informed decision-making.
- Analyzed data to identify trends and inform management decisions on operations.
- Developed project plans for strategic initiatives within energy management programs.
- Coordinated cross-functional teams to improve collaboration and streamline execution of key projects.
- Reviewed policies and procedures for alignment with industry standards and regulations, ensuring compliance and operational integrity.
- Evaluated vendor performance to maintain quality standards in service delivery.
Customer Service specialist
Piedmont Natural Gas
12.2014 - 11.2017
- Provided high-quality customer service, including handling escalated calls and complex billing or service issues.
- Achieved first-call resolution by employing strong problem-solving and decision-making skills, contributing to improved customer experience.
- Built strong customer relationships through active listening, empathy, and follow-up communication.
- Explained company policies, procedures, and regulatory requirements clearly and accurately.
- Ensured adherence to quality metrics to maintain high standards in customer service.
Education
Bachelor of Arts - Psychology
Winston Salem State University
Winston Salem, NCSkills
- Salesforce
- SAP/C4C/ISU
- Power BI
- Operational Efficiency
- Avaya Phone Systems
- Service Suite
- Microsoft Office
- Strategic planning
- Stakeholder engagement
- Priority management
- Team collaboration
- Collaboration
- People Skills
Timeline
Senior Products and Service Specialist
Duke Energy
05.2025 - Current
Gas work coordinator
Piedmont Natural Gas
02.2023 - 05.2025
Lead Business Specialist-Renewable Energy
Duke Energy
11.2021 - 02.2023
Work Management Specialist- Field Metering
Duke Energy
09.2019 - 11.2021
Work management specialist II
Duke Energy
11.2017 - 09.2019
Work management specialist I
Duke Energy
12.2014 - 11.2017
Customer Service specialist
Piedmont Natural Gas
12.2014 - 11.2017
Bachelor of Arts - Psychology
Winston Salem State University