CHANTIA LOCKETT
Houston,USA
Summary
Self-motivated and detail-oriented professional with over 15 years of experience in assisting, investigating, and resolving a diverse range of issues. Expertise in customer interactions and service solutions, complemented by strong skills in conflict resolution, communication, and problem-solving, ensures high levels of customer satisfaction and loyalty. Recognized for adaptability to changing needs and a consistent focus on achieving results through efficient and empathetic service. Reliable team collaborator with a proactive approach to meeting both customer and organizational goals, eager to contribute to a dynamic team while continuing to grow professionally.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Visual Comfort & Co
Houston, TX
02.2024 - Current
- Assisting customers with general order questions, product information, website troubleshooting and order troubleshooting via phone and email
- Upselling elite lighting fixtures
- Adhering to schedules as well as maintaining metrics
Human Resources Specialist
Amazon
Houston, TX
01.2022 - 03.2024
- Inbound & Outbound calls assisting employees with disability and LOA claims
- Adjusting and correcting time
- Reviewing payments and employment statuses
- Administering payments
- Adhering to guidelines and policies for the Covid Resource Center
- Notating accounts
- Documentation evaluations
VIP Merchant Support Specialist
Uber
Nashville, TN
03.2018 - 03.2022
- Answering Incoming calls while maintaining proper phone etiquette and effectively communicating to assist the merchants.
- Being responsive to the merchant's emails in a timely manner while maintaining Service Level Agreement
- Being knowledgeable and easily adaptable to the constant changes and updates on the policies, procedures, and systems
- Empathize and prioritize merchant needs while paying attention to detail
- Use critical thinking and strong decision making skills to determine what avenue of support is needed in order to resolve a merchant's needs
- Contributing cultivating ideas and updating comms and Google Docs Processing refunds, updating hours of operation, confirming account statuses, and notating the internal notes
- Adhering to the schedule and Maintain metrics.
Sales Representative
Comcast
Nashville, TN
04.2017 - 03.2018
- Contact new and existing customers to discuss their needs, and to explain how these needs could be met by specific products and services.
- Answer customers' questions about products, prices, availability, or credit terms.
- Emphasize product features based on analyses of customers' needs and on technical knowledge of product capabilities and limitations.
- Collaborate with colleagues to exchange information, such as selling strategies or marketing information.
Customer Service Advocate
Verizon
Franklin, TN
12.2013 - 03.2017
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Technical Support Specialist
Asurion
Nashville, TN
10.2009 - 12.2013
- Provided detailed guidance to users on filing insurance claims related to electronic products.
- Evaluated insurance policies to assess coverage adequacy.
- Acquired necessary documentation to advance claims initiatives.
- Handled inbound customer calls, delivering first-level support and troubleshooting service equipment or account issues remotely.
- Utilized problem-solving skills to effectively de-escalate customer conflicts.
Education
Certification -
Kaplan Career Institute
Nashville, TN05-2012
MBA - Mass Communication
Tennessee State University
Nashville, TN05-2021
Skills
- Wok
- Microsoft Excel
- Kronos
- Recruiting
- Improving customer support response time - Customer support response time improved (More than 30%)
- Microsoft Word
- Software Troubleshooting
- ADP
- Microsoft office
- Bliss
- Basic math
- Order Entry
- Aspect
- Help Desk
- Network Support
- Managing teams in a customer support role - Largest customer support team managed (More than 20 team members)
- Troubleshooting
- Desktop Support
- Microsoft Outlook
- Human Resources
- Chartio
- Presentation skills
- Zendesk
- Google Docs
- Workday
- Typing
- Technical Support
- Inventory management
Certification
- First Aid/CPR Certified
Timeline
Customer Service Representative
Visual Comfort & Co
02.2024 - Current
Human Resources Specialist
Amazon
01.2022 - 03.2024
VIP Merchant Support Specialist
Uber
03.2018 - 03.2022
Sales Representative
Comcast
04.2017 - 03.2018
Customer Service Advocate
Verizon
12.2013 - 03.2017
Technical Support Specialist
Asurion
10.2009 - 12.2013
Certification -
Kaplan Career Institute
MBA - Mass Communication
Tennessee State University