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Hi, I’m
Chastity Watlington, MBA
Charlotte,USA
It is never too late to be what you might have been.
George Eliot
Summary
Passionate experience designer offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
12
years of professional experience
Work History
Cartier
Voice of Client Analyst - Contract
12.2023 - 06.2024
Job overview
- Leveraged advanced technical skills in Excel, SQL, Tableau or other analytics tools across various projects.
- Delivered high-quality presentations, ensuring clear communication of complex data and results to clients.
- Assisted in the design of bespoke solutions tailored to each client''s unique needs and challenges, driving positive outcomes.
- Conducted comprehensive market research studies for clients, leading to the development of successful business strategies.
- Analyzed performance data to investigate hypotheses across large, multi-dimensional datasets.
- Evaluated progress on client projects, identifying areas for optimization and providing recommendations based on data findings.
- Managed 3-5 projects simultaneously
Bath And Body Works, Limited Brands
Sales Associate - Seasonal
10.2023 - 12.2023
Job overview
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
Ally Financial
Customer Experience Journey Specialist
01.2022 - 01.2023
Job overview
- Focus on uncovering opportunities and advocating for continuous, systematic, improvement of end-to-end omni-channel customer experiences
- Interpreted clients' needs and introduced services to fit specific requirements.
- Conducted thorough research to identify trends and inform decision-making for business growth initiatives.
- Monitored industry trends to adapt strategies accordingly.
- Analyzed marketing data and trends to identify opportunities for improvement.
- Collaborated with internal departments to align marketing campaigns.
ECU Health
Experience Analyst
01.2018 - 03.2022
Job overview
- Synthesized data, analyses, and conclusions into presentation form for senior management
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Validated results and performed quality assurance to assess accuracy of data.
- Queried databases for information needed for report processing.
- Identified and resolved problems through root cause analysis and research.
- Assisted in decision-making processes by presenting accurate, data-driven recommendations to stakeholders.
- Leveraged big data technologies to manage large datasets efficiently while maintaining high levels of performance.
ECU Health
Experience Catalyst
01.2015 - 01.2018
Job overview
- Collaborate with departments to develop engagement initiatives
- Presented creative solutions to client challenges, resulting in high levels of client satisfaction and repeat business opportunities.
- Designed eye-catching promotional materials, driving increased event attendance and participation rates.
- Built strong vendor relationships to facilitate favorable pricing on required materials.
- Developed and maintained comprehensive library of design assets for easy access and reuse.
- Created marketing materials, including brochures, flyers and product catalogs to brand standards.
- Collaborated with cross-functional teams to ensure cohesive branding across all marketing materials.
- Managed event logistics and operations.
- Performed event coordination for larger parties and gatherings.
- Negotiated contracts with vendors and suppliers, securing cost-effective solutions without compromising quality or service levels.
- Performed face-to-face meetings to finalize contract for services and event details.
Suddenlink Communications
Retention Specialist
01.2013 - 01.2015
Job overview
- Support internal and external customers with inquiries and complaints regarding financial products and services
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
AT&T
Account Support Specialist
07.2012 - 09.2013
Job overview
- Build rapport with customers
- Supported sales initiatives by providing accurate information on products and services to prospective clients during presentations and meetings.
- Collaborated with sales teams to ensure seamless onboarding of new accounts, resulting in smooth transitions and satisfied customers.
- Enhanced client satisfaction by addressing and resolving account-related issues promptly.
- Provided exceptional customer service, consistently exceeding client expectations and building long-lasting relationships.
- Assisted in the development of customized solutions for clients according to their unique requirements, driving business growth.
- Increased revenue by identifying opportunities for upselling and cross-selling products to existing clients.
- Educated clients on relevant policies and options and answered questions to remedy issues.
- Researched options and recommended services to address clients' needs.
Education
Michigan State UniversityEast Lansing, MI
Master of Science from Customer Experience Management
08.2024
East Carolina UniversityGreenville, NC
MBA
05.2021
East Carolina UniversityGreenville, NC
Bachelor of Science from Finance
07.2016
Skills
Analytical Thinking
Strategic Planning
Project Management
Client Retention
Data Visualization
Survey Design and Development
Microsoft Office
Customer Segmentation
Competitive Analysis
Interests
Puzzles
Trying new Recipes
Timeline
Voice of Client Analyst - Contract
Cartier
12.2023 - 06.2024
Sales Associate - Seasonal
Bath And Body Works, Limited Brands
10.2023 - 12.2023
Customer Experience Journey Specialist
Ally Financial
01.2022 - 01.2023
Experience Analyst
ECU Health
01.2018 - 03.2022
Experience Catalyst
ECU Health
01.2015 - 01.2018
Retention Specialist
Suddenlink Communications
01.2013 - 01.2015
Account Support Specialist
AT&T
07.2012 - 09.2013
Michigan State University
Master of Science from Customer Experience Management
East Carolina University
MBA
East Carolina University
Bachelor of Science from Finance
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