Chantel M. Heyward
New York,NY
Summary
Client-driven professional with twelve (12+) years experience in fast paced administrative, call center, start-up operations and field environments. Manage and maintain internal/external customer information in a professional and confidential manner. Experience with coaching, training and development, process improvement, auditing, problem solving and data maintenance.
Overview
20
20
years of professional experience
Work History
Customer Support Specialist
Tzumi Electronics
New York, NY
03.2023 - 01.2025
- Direct interaction with customer to. provide and process information related to inquire/concerns/request regarding products or related services.
- Resolving customer complaints via email and live chat during a fast pace environment.
- Obtain and evaluate relevant information as products as service inquiries.
- Suggesting troubleshooting solutions with product manufaction.
- Assisting with testing and repairing manufactioning
- Assisting customers with knowledge of warranty and term of sale details
- Ongoing training to enhance skills and stay updated on products, services and procedures for 100% of products.
Online Customer Support Senior Specialist
Delivery.com
New York, USA
01.2015 - 07.2022
- Support upper management with coordinating the day-to-day activities of online operations, participate in the development and implementation of policies and procedures and prepare operational analyses and reports.
- Utilized strong problem-solving and strategic thinking proficiencies to see the big picture and determine multifaceted problems.
- Identify, research, and analyze potential opportunities for growth, develop strategies to address and capture specific client support opportunities, evaluate, and refine recommendations, evaluate results, make recommendations relative to implementation.
- Collaborator and facilitator of teamwork plans, managing issues, and providing guidance to off-shore, internal call-center, online support teams and other key players, cross functionally.
- Educate customers regarding their account, billing concerns, late fees, credit reporting, payment options and account management options all while annotating accounts in inter-company systems to document all interactions within the guidelines of company policies and applicable laws.
- Supported customer service teams with issue resolution and feedback integration.
- Identified potential risks associated with projects and proposed strategies for mitigating them.
- Supervised troubleshooting and testing of technology systems to reduce downtimes.
- Assisted customers by facilitating product training and demonstrations to improve overall knowledge of features and functions
Logistics Team Lead Support Coordinator
Cablevision Systems Corporation
Bronx, USA
01.2005 - 01.2013
- Coach and mentor CRCs associates (18) through compliance transactions with internal and external customers.
- Facilitated CRC training on current and new processes and policies, including, all field communications and company directives with the follow through to ensure understanding.
- Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action. Discuss job performance problems with employees to identify causes and issues and to work on performance management.
- Managed and maintained customer escalation queues, face to face interactions systemically, professionally, and timely ensuring a positive customer experience and resolve.
- Performed daily start/end of business cash reconciliation maintenance and processes.
- Reconciled, researched, and reported cash and account variances.
- Ensured department and coordinator work-related tasks were compliant and in accordance with all Company and OSHA rules and regulations.
- Logistics Management - Managed department inventory processes and daily audits. Reported discrepancies to Logistics and Warehouse management teams.
- Ensured accuracy of daily warehouse incoming/outgoing deliveries using Oracle web-based applications.
- Provide employees with guidance / feedback in handling difficult or complex problems and/or resolving escalated complaints or disputes.
- Collaborate with Human Resource business partners to maintain personnel files, evaluate performance, facilitate productive employee relations, and handle required disciplinary actions.
Skills
- Project management
- Cross functional Collaboration
- Call Center
- CRM
- Telecom
- Administrative tasks
- Data entry
- Compliancy checks
- Process improvement
- Team management
- Performance management
- Cash handling
- Reporting
- Reconciliation
- Disciplinary actions
- Corrective actions
- Documentation
- Research
- Root-Cause analysis
- Critical thinking
- Client-driven Interactions
- Process training
- Team Coach
- Mentor
- Professional communication
- Eloquent communication
- Avid communicator
- MS Office proficient
- Work independently
- Work within a team
Timeline
Customer Support Specialist
Tzumi Electronics
03.2023 - 01.2025
Online Customer Support Senior Specialist
Delivery.com
01.2015 - 07.2022
Logistics Team Lead Support Coordinator
Cablevision Systems Corporation
01.2005 - 01.2013