CHASTITY TAYLOR
Fredericksburg,VA
Summary
Conscientious communications professional with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Great team player comfortable thriving in competitive, fast-paced environments. Polished in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.
Overview
16
16
years of professional experience
Work History
Public Relations Assistant
Fairfax County Water Authority
Fairfax, VA.
10.2017 - Current
- Participated in collaborative teams to support the importance of drinking water to improve school-wide instruction and student understanding.
- Delivered top-notch administrative support to all customers: administrative staff; clerical staff; School Board members; students; parents; teachers; staff from the county, state, and federal offices; legislators; and the general public office staff
- Instructed students of varying grade and learning levels on the fundamentals of the watershed model, the importance of the water cycle, and being Winter Salt Smart.
- Provided 3rd to 12th-grade educators with information about the water treatment process that complements the classroom curriculum.
- Responsible for hosting tours (in-person and virtual) of the water treatment facility to school groups, Business Organizations (Cub Scouts &Girl Scouts), and citizen groups.
- Prepares, proofreads, edits, and processes a variety of complex business and technical correspondence including printed materials for public affairs, memos, board meeting information, reports, purchase requisitions, and other related material.
- Maintained monthly calendars outlining opportunities, submissions, tours, FOIA requests, social media, and PR initiatives.
- Voice-over Artist for Fairfax Water videos (George Mason University Tank, Fairfax Water Intranet, One Water video, Etc.
- Assist with planning and attending these events annually: Water Quality Field Day, Celebrate Fairfax, DAM siren testing, Farmer's Market Events, Fairfax Water Kids' Art Contest, Career Fairs, Springfest Water Bar, Unplug & Play events.
- Manages social media platforms through content development, follower engagement, social listening, trend analysis, and leveraging competitor research.
- Volunteered as a DECA judge for Hayfield Secondary School and T.C. Williams High School
- Attends monthly meetings to maintain strong relationships with communications and media professionals in the water & wastewater industry, drive partnerships, and disseminate mass communications.
Customer Service Representative
Fairfax County Water Authority
Fairfax, VA
11.2014 - 10.2017
- Responsible for providing exceptional customer service and collaborating with other departments to meet and exceed customer needs.
- Responsible for answering customer inquiries about services, assisting with billing, payment, lien law requirements, water quality, water pressure, and other water-related concerns.
- Uses all available contacts and historical records in SAP to analyze and resolve customers' needs.
- Examine all relevant information to assess the validity of complaints and determine the best possible solution(s).
- Responsible for keeping records of customer interactions, record details of inquiries, complaints, and comments, as well as action.
- Sent notifications to the appropriate department to correct billing, refund, and water quality issue concerns.
- Sends standardized written responses to customer inquiries or notifies them of investigation results and any planned adjustments.
- Maintains a balance between company policy and the customer when making the best possible decision regarding an escalated issue.
Marketing Assistant Coordinator
Legum & Norman
Falls Church, VA
06.2013 - 03.2014
- Responsible for collecting, analyzing, and summarizing data trends which helped improve company processes, procedures, and customer relations.
- Demonstrated ability to assist in preparing mailers, brochures, assembling proposals, reports, slide shows, live demonstrations, and product capability booklets.
- Managed ongoing social media messages and communication strategies.
- The Mascot for special events
- Contributing to creating corporate content, assisted with the assembling of consumer rating reports through compiling, consolidating, formatting, and summarizing information, graphs, and presentations.
- Provided accurate competitor database through data entry from field sales; assembled, consolidated, formatted, and summarized data, charts, and presentations; distributed reports.
- Demonstrated ability to assist the marketing department with operations and worked with other offices to reduce departmental workloads.
Front Office Administrator
Legum & Norman
Falls Church, VA
02.2013 - 06.2013
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Assisted with administrative tasks, reports and provided research and administrative support to all departments and individuals, where necessary.
- Monitored premises, screened visitors, updated logs, and issued passes to maintain security.
- Received and routed business correspondence to correct departments and staff members.
- Responded to inquiries from callers seeking information
- Evaluated office documentation to check the accuracy and complete missing pieces, avoiding delays and maximizing team productivity
- Reported on daily office activities to help managers stay on top of dynamic conditions and make proactive decisions.
Customer Care Representative
Legum & Norman
Falls Church, VA
09.2011 - 02.2013
- Responded to customer requests, updated contact information, and assisted other departments in a timely manner.
- Received visitors and provided positive internal and external customer interactions.
- Presented cross-training and documents to new hires and provided backup for other customer service representatives when needed.
- Made requested policy and account changes within required deadlines.
- Demonstrated ability to assist other offices to help reduce department workloads which enabled them to be more productive.
- Defused customer concerns with exceptional conflict and problem resolution skills.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information
Quality Assurance Lead
Princeton Data Source
Stafford, VA
01.2009 - 01.2012
- Directed day-to-day quality assurance department activities, establishing rapport with team members to facilitate effective communication and coordination
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
- Ensured each research interviewer survey met customer service with the highest quality standards and requirements.
- Monitored research interviewers daily and provided constructive feedback.
- Worked closely with the training team to identify training needs to be able to meet company goals.
- Enforced compliance with federal, state, local, and internal regulations related to product quality and operational activities.
- Coached and motivated 20-person QA team to develop competencies
Survey Research Interviewer
Princeton Data Source
Stafford, VA
01.2006 - 01.2009
- Conducted phone interviews of political, social, and consumer topics
- Demonstrated ability to multitask by interviewing the consumer and accurately documenting the data into the computer systems.
- Reviewed completed survey instruments and logs for completeness and legibility.
- Responsible for meeting and exceeding daily and monthly survey goals by the required deadline dates.
- Used strong and eloquent speaking skills in delivering questions to survey participants by phone and prompting responses to complete questionnaires
Education
Bachelor of Interdisciplinary Studies - Digital Marketing Communications
George Mason University
Fairfax, VA.12.2023
Associate of Applied Science - Business Management
Germanna Community College
Fredericksburg, VA08.2014
Certificate - Small Business Management
Germanna Community College
Fredericksburg, VA.05.2010
Certificate - Supervision
Germanna Community College
Fredericksburg, VA.05.2010
Skills
- Public Relations
- Presentation and Negotiation
- Strategic Planning and Implementation
- Voice Over
- Social Media Management
- Content creation
Awards
Blue Card Vocation of Distinction Award 1.1.2022
Boil Water notice contribution.
Blue Card Vocation of Distinction Award 4.30.2018
For contributing creative ideas, content, and created fliers for the Time Capsule project.
Timeline
Public Relations Assistant
Fairfax County Water Authority
10.2017 - Current
Customer Service Representative
Fairfax County Water Authority
11.2014 - 10.2017
Marketing Assistant Coordinator
Legum & Norman
06.2013 - 03.2014
Front Office Administrator
Legum & Norman
02.2013 - 06.2013
Customer Care Representative
Legum & Norman
09.2011 - 02.2013
Quality Assurance Lead
Princeton Data Source
01.2009 - 01.2012
Survey Research Interviewer
Princeton Data Source
01.2006 - 01.2009
Bachelor of Interdisciplinary Studies - Digital Marketing Communications
George Mason University
Associate of Applied Science - Business Management
Germanna Community College
Certificate - Small Business Management
Germanna Community College
Certificate - Supervision
Germanna Community College
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