Chasity Lindsey
Kennesaw,GA
Summary
Customer Success and Product Support professional with 10+ years of experience helping customers adopt products, achieve desired outcomes, and maximize value across enterprise and SaaS environments. Delivered measurable results, including 97% SLA and customer satisfaction performance, an 80% reduction in ticket backlogs, and a 30% decrease in repeat incidents through process improvement, customer education, and cross-functional collaboration. Known for building trusted customer relationships, managing escalations, and driving exceptional customer experiences that support retention and long-term success.
Overview
10
10
years of professional experience
Work History
Product Specialist | Customer Success
TurboTax (Seasonal)
02.2026 - 04.2026
- Resolved TurboTax software and e-filing issues through phone, chat, and email support. improving first-contact resolution rates by 15%.
- Translated complex tax and software concepts into clear, user-friendly guidance for customers with varying levels of technical expertise.
- Guided customers through product workflows and self-service resources, helping them successfully navigate the tax filing process.
- Maintained ownership of customer inquiries from initial contact through resolution, ensuring a positive customer experience and timely follow-up.
- Identified and documented recurring customer issues, contributing to knowledge-base improvements that increased support resource effectiveness by 20%.
- Verified customer information and filing data to ensure accuracy, supporting 100% filing compliance and successful submission outcomes.
- Maintained accurate case documentation and customer records to support service quality, issue tracking, and continuous process improvement.
Customer Success Specialist | Product Support
The Pure Sea Moss
07.2020 - 12.2025
- Developed and managed retail partner relationships that expanded product placement, increased brand visibility, and strengthened customer reach.
- Delivered product demonstrations, wellness workshops, and educational experiences that increased customer engagement by 25% and supported product adoption.
- Designed and delivered onboarding and product education programs that improved partner adoption and engagement by 20%.
- Identified recurring customer challenges and implemented messaging and process improvements to enhance the customer experience.
- Gathered and analyzed customer feedback to drive product enhancements and support continuous process improvement.
- Managed customer relationships through proactive follow-up, issue resolution, and ongoing support to promote customer satisfaction and retention.
Customer Support Engineer IV – Team Lead
Scientific Atlanta / Cisco / Synamedia
08.2003 - 04.2020
- Served as Team Lead, mentoring support engineers and providing guidance during customer outages, maintenance windows, escalations, and critical customer situations.
- Supported several of the nation's largest cable and telecommunications providers while maintaining 97% SLA compliance and customer satisfaction performance.
- Created and led a backlog review initiative that reduced ticket backlog volume by 80% and improved response times for escalated customer issues.
- Managed escalated customer concerns through resolution, partnering with engineering teams to address complex issues and improve the overall customer experience.
- Identified recurring customer challenges and translated feedback into process and product improvements that enhanced service delivery.
- Developed knowledge-base resources and documentation frameworks that improved team consistency by 25% and enabled faster, more accurate customer support.
- Trained and onboarded engineers on troubleshooting best practices and participated in recruiting and interviewing technical candidates at Georgia Tech and University of Georgia career fairs.
Education
BBA - Business Administration
University of West Georgia
Carrolton, GAAssociate of Applied Science - Computer Information Systems
Chattahoochee Technical College
Marietta, GASkills
CORE SKILLS
- Customer Success & Relationship Management
- Customer Support & Issue Resolution
- User Onboarding & Product Adoption
- Customer Retention & Engagement
- Ticket Ownership & Escalation Management
- Knowledge Base & Process Documentation
- Cross-Functional Collaboration
- Root Cause Analysis & Problem Solving
- Technical Troubleshooting
- Incident Management
TOOLS & PLATFORMS
- Salesforce
- SaaS Applications
- CRM Systems
- Remote Support Tools
- Windows
- Unix
Accomplishments
- Delivered the Commencement Address at Chattahoochee Technical College Graduation Ceremony.
- Host, Step by Step Health & Wellness — Hosted a health and wellness television program focused on educating audiences on nutrition, healthy lifestyle habits, and wellness strategies.
- Recognized as Student of the Year and Georgia Occupational Award of Leadership (G.O.A.L.) Recipient at Chattahoochee Technical College for academic excellence, leadership, and community involvement.
Affiliations
- Internet Technology Senior Management Forum (ITSMF)
- Toastmasters
- Member, Alpha Kappa Psi Professional Business Fraternity.
Timeline
Product Specialist | Customer Success
TurboTax (Seasonal)
02.2026 - 04.2026
Customer Success Specialist | Product Support
The Pure Sea Moss
07.2020 - 12.2025
Customer Support Engineer IV – Team Lead
Scientific Atlanta / Cisco / Synamedia
08.2003 - 04.2020
BBA - Business Administration
University of West Georgia
Associate of Applied Science - Computer Information Systems
Chattahoochee Technical College