Chantia Lockett
Houston,TX
Summary
Dedicated customer service professional with 20+ years of experience creating exceptional experiences, resolving complex concerns, and building meaningful connections with diverse individuals. Recognized for delivering compassionate service, exercising sound judgment under pressure, and adapting seamlessly in dynamic environments. Passionate about ensuring safety, fostering teamwork, and providing the elevated hospitality that defines the Delta Air Lines experience.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Customer Service Representative
Visual Comfort & Co.
02.2024 - Current
- Deliver exceptional customer service by assisting customers with product inquiries, order concerns, and website troubleshooting via phone and email.
- Educate customers on product specifications and safety guidelines to ensure proper selection, handling, and use of purchased items.
- Resolve issues efficiently while maintaining professionalism, empathy, and a customer-first approach.
- Collaborate with internal teams to provide timely solutions and ensure a seamless customer experience.
- Maintain performance metrics and service standards in a fast-paced, high-volume environment.
- Identify opportunities to recommend premium products that align with customers' needs and preferences.
Sales Representative
Asurion
05.2022 - 06.2024
- Delivered exceptional customer service by handling inbound calls and resolving account, claims, and product-related inquiries.
- Built rapport quickly and provided personalized solutions through active listening and effective communication.
- De-escalated challenging situations with empathy and professionalism to ensure customer satisfaction.
- Navigated multiple systems to accurately respond to emergency situations
- Consistently met quality standards and performance expectations in a fast-paced environment always staying flexible to constant changes
Human Resources Specialist
Amazon (Aston Carter)
01.2022 - 05.2022
- Assisted employees with leave of absence, disability, and payroll-related inquiries while providing exceptional customer service and support.
- Handled sensitive situations with empathy, professionalism, and confidentiality to ensure positive outcomes.
- Resolved concerns efficiently by navigating multiple systems and maintaining accurate documentation.
- Educated employees on policies, processes, and available resources to support informed decision-making.
- Consistently met quality standards and performance expectations in a fast-paced, high-volume environment.
VIP Merchant Support Specialist
Uber Technologies Inc. (formally Postmates)
03.2018 - 03.2022
- Delivered exceptional customer service by resolving merchant inquiries and escalated concerns with professionalism and empathy.
- Built rapport quickly by identifying customer needs and providing personalized solutions in a fast-paced environment.
- Adapted to evolving policies and procedures while maintaining service excellence and performance standards.
- Collaborated across teams to ensure timely resolutions and a seamless customer experience.
- Navigated multiple systems and maintained accurate documentation to efficiently address customer needs.
- Utilized critical thinking and problem-solving skills to resolve device issues and minimize service disruptions.
- Consistently adhered to schedules while meeting established performance metrics and quality expectations.
Sales Representative
Comcast
05.2017 - 04.2018
- 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.
- Consistently met scheduling, punctuality and performance expectations.
Customer Service Advocate
Verizon
11.2014 - 03.2017
- Delivered exceptional customer service by assisting customers with account inquiries, service requests, and billing concerns.
- Resolved complaints and service issues with empathy, professionalism, and a solutions-oriented approach.
- Educated customers on products, services, and account options to support informed decision-making.
- Processed account changes, payments, and billing adjustments while ensuring accuracy and attention to detail.
- Maintained detailed documentation of customer interactions and actions taken to ensure seamless service and follow-up.
Education
Certification - Dental Assisting
Kaplan Career Institute
Nashville, TN05-2012
Mass Communication
Tennessee State University
Nashville, TN05-2011
Skills
- Customer Service Excellence Safety Awareness Conflict Resolution & De-escalation High-pressure decision making skills Team Collaboration Professional Communication Adaptability Problem-Solving Emotional Intelligence Cultural Sensitivity Attention to Detail Multitasking Time Management Customer-First Mindset Brand Ambassador
Certification
- First Aid/CPR Certified
Timeline
Customer Service Representative
Visual Comfort & Co.
02.2024 - Current
Sales Representative
Asurion
05.2022 - 06.2024
Human Resources Specialist
Amazon (Aston Carter)
01.2022 - 05.2022
VIP Merchant Support Specialist
Uber Technologies Inc. (formally Postmates)
03.2018 - 03.2022
Sales Representative
Comcast
05.2017 - 04.2018
Customer Service Advocate
Verizon
11.2014 - 03.2017
Certification - Dental Assisting
Kaplan Career Institute
Mass Communication
Tennessee State University