Chasity Forte'
Oxon Hill,MD
Summary
A dynamic and results-driven leader with expertise in managing frontline teams and operations. Champions customer service and operational excellence through team leadership, innovative problem solving and effective communication, with extensive experience delivering performance results, operations efficiency, managing risks and driving growth through seamless execution. Develops, leads, and inspire high performing teams, fostering a culture of accountability and collaboration.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Fiber Solutions Technical Supervisor
Verizon
10.2016 - 12.2025
- Led a top performing remote team of 25+ Copper and Fios unionized employees, Cultivated team performance through personalized coaching and driving KPI performance metrics, achieving 92% customer satisfaction survey results while increasing productivity metrics by 31%
- Achieved core performance results year over year: 100% attainment in First Call Resolution, 110% Dispatch equipment, 92% Life of Fios attach rate, 120% Virtual Assistant usage, $300,000 in Refer Up Sales Revenue
- Coordinated and led a cross functional team to integrate condensed troubleshooting workflows, reducing AHT by 25% and improving customer satisfaction survey results from 3.5 to 4.8
- Initiated a peer-to-peer mentoring program that accelerated skill development, resulting in a 15% increase in first-call resolution and 20% reduction in chat and escalation calls.
AVP Customer Service Manager
Capital One Bank
02.2007 - 06.2016
- Led customer service team of 70+ agents and 5 team managers to enhance customer satisfaction, operation efficiencies and streamline support.
- Effectively managed inbound service teams. Received 2012 annual Lead the Way Award for excellent in performance. Exceeded CSAT expectations by 30%.
- Overhauled customer service processes and launched new products. Implemented compliance and regulatory controls.
- .Designed rewards and recognition program to drive associate engagement
Service Team Manager
Capital One Bank
01.2001 - 01.2007
- Led a team of 15 bankers to achieve strategic vision and meet performance KPI's. Responsible for recruiting, hiring, and coaching to achieve customer experience.
- Exceeded core product sales by 62%, customer satisfaction results by 38%, earning Team Manager of the Year and the first internal promotion from manager to Group Manager in the call center.
- ross collaborated with center leaders to develop a buddy program to provide New Hire additional support after graduation resulting in 21% reduction in associate retention Jan’ – Sept’ and increase in employee satisfaction.
Retail Leadership Trainee
Capital One Bank
11.2000 - 12.2001
- Gained invaluable experience in Branch Operations, supervised the daily operations of a branch ensuring efficiency, customer satisfaction and regular compliance.
Customer Service Associate
Chevy Chase Bank
01.2000 - 11.2000
- Handled 70+ inbound banking customer inquiries per day through various communication channels, ensuring high satisfaction levels.
Education
Some College (No Degree) - Business Administration And Management
University of The District of Columbia
Washington, District of Columbia, DCSkills
- Customer Obsessed
- Innovative Problem Solving
- Cross Function Collaboration
- Performance Management & KPI implementation
- Team Leadership
- Culture builder
- Technical Support
- Strategic Planning
- Process Improvements
- Coaching & Development
Websites
Certification
- Intro to Six Sigma
- BPM Cert. Stan: Executing Complex Programs
- Managing Without Authority
- Emotional Intelligence
- Microsoft Excel, Access, PPT, Word, Publisher, Visio, Outlook, Microsoft Project, and People Soft
- Avaya, Verint, Nice, Workday
Timeline
Fiber Solutions Technical Supervisor
Verizon
10.2016 - 12.2025
AVP Customer Service Manager
Capital One Bank
02.2007 - 06.2016
Service Team Manager
Capital One Bank
01.2001 - 01.2007
Retail Leadership Trainee
Capital One Bank
11.2000 - 12.2001
Customer Service Associate
Chevy Chase Bank
01.2000 - 11.2000
Some College (No Degree) - Business Administration And Management
University of The District of Columbia
Awards
Verizon Pulse Engagement Award 2023 – 2024, Capital One Bank/ Pulse Associate Engagement Award 2013-2014, 5% of Capital One Highest Engagement Scores in the Retail Banking Contact Center, Capital One Team Manager of the Year, Top Sales Manager 1% Galaxy Club of Excellence