Chataun Barnett
Greenwood,IN
Summary
Experienced professional with over 8 years of expertise in client services, technical support, and operations management. Proven ability to cultivate lasting client relationships, optimize system performance, and implement process improvements that drive user satisfaction and operational efficiency. Renowned for critical thinking, problem-solving, and technical proficiency in dynamic, fast-paced environments. Adept at mentoring teams, navigating complex challenges, and delivering strategic solutions that align with business objectives. Proficient in Microsoft Office Suite, Zendesk, Salesforce, and specialized system management platforms just to name a few, with a consistent record of exceeding performance goals and driving organizational excellence.
Overview
11
11
years of professional experience
Work History
Client Services Associate
Public Consulting Group
03.2021 - Current
- Strategic Program Liaison: Serve as primary point of contact and Project Manager for the IN First Steps Early Intervention Program, fostering strong stakeholder relationships and ensuring seamless communication to meet program objectives.
- System Optimization Leader: Currently oversee the EIS Early Intervention System, collaborating with technical teams to deploy updates, troubleshoot issues, and maintain operational efficiency.
- Project Manager: Direct end-to-end planning, execution, and evaluation of initiatives to ensure compliance with industry standards and enhance program delivery.
- Training Innovator: Designed and facilitated training sessions for end users, complemented by user-friendly documentation that increased system adoption and usability.
- Data-Driven Analyst: Produced comprehensive analytical reports to assess system performance, identify pain points, and implement actionable improvements.
- Key Achievements:
- Seamless Updates: Directed critical system updates with minimal operational disruptions, enhancing platform reliability and user experience.
- Boosted Satisfaction: Implemented support initiatives that significantly improved user satisfaction and engagement.
Tier 2 Lead Technical Support Specialist
Kelly Connect – Remote
03.2018 - 03.2021
- Advanced Technical Expertise: Provided high-level technical support for iOS products, resolving complex customer issues through phone, email, live chat, and teleconferences, ensuring seamless user experiences. Conducted root cause analysis of recurring problems to identify long-term solutions and prevent future occurrences.
- Team Leadership: Mentored and guided support team members, fostering a culture of excellence and significantly enhancing team performance in troubleshooting and resolution strategies.
- Operational Efficiency: Analyzed support workflows to identify inefficiencies, implementing streamlined processes that reduced resolution times and improved overall productivity.
- Customer-Centric Solutions: Delivered outstanding support experiences, consistently surpassing performance benchmarks for customer satisfaction and resolution rates.
- Collaborative Problem-Solving: Acted as a critical escalation point for advanced cases, leveraging cross-functional collaboration to ensure timely and effective resolutions.
- Key Achievements:
- Excellence in Metrics: Consistently exceeded KPIs, achieving top-tier results in customer satisfaction and first-contact resolution rates.
- Process Innovations: Introduced and implemented best practices that improved team workflows, reducing case resolution time by 20%.
- Mentorship Impact: Elevated team productivity and knowledge retention through structured mentorship and performance enhancement strategies.
Default Specialist/Foreclosure
Carrington Mortgage
07.2016 - 07.2018
- Strategic Debt Resolution: Provided tailored guidance to customers on debt repayment strategies, delivering comprehensive follow-up support via email and phone to ensure successful resolution and improved client outcomes.
- Account Recovery Expertise: Utilized advanced tracking and skip-tracing systems to locate and re-engage customers, significantly improving account recovery rates and minimizing financial losses.
- Cross-Functional Collaboration: Coordinated with internal teams to address complex cases, streamline processes, and improve the overall client experience.
- Customer-Focused Communication: Maintained a high standard of professionalism in managing sensitive financial situations, building trust and fostering long-term relationships with customers.
- Key Achievements:
- Improved Recovery Rates: Increased account recoveries by implementing proactive outreach strategies and leveraging innovative tools to locate clients effectively.
- Recognition for Excellence: Consistently received commendations for delivering exceptional client service and maintaining compliance with regulatory standards.
Loan Default Operations Team Lead
Navient Department of Education
07.2013 - 07.2016
- Process Optimization: Led efforts to streamline operational workflows, identifying inefficiencies and implementing standardized procedures that increased team efficiency and improved key performance indicators.
- Executive-Level Coordination: Served as primary liaison between senior leadership and operational staff, ensuring seamless communication, alignment with strategic objectives, and adherence to company metrics.
- Leadership & Development: Directed and mentored team members, fostering skill development and creating a high-performing team environment that consistently exceeded productivity goals.
- Key Achievements:
- Operational Excellence: Spearheaded process improvements that reduced turnaround times by 25% and boosted accuracy in default loan management.
- Team Impact: Cultivated a team culture of accountability and professional growth, resulting in a 30% improvement in individual performance ratings.
- Conflict Resolution: Successfully resolved high-stakes escalations, building trust with clients and contributing to long-term retention rates.
Education
EMT Certification - Emergency Medical Technician (EMT)
South Suburban College of Cook County
South Holland, IL10-2005
High School Diploma -
Hammond High School
Hammond, IN06-2000
Skills
- Client Relationship Management: Proven ability to build, sustain, and strengthen relationships with diverse stakeholders, fostering trust and collaboration
- Technical Support & Troubleshooting: Expertise in diagnosing and resolving complex technical issues to ensure seamless operations
- Project Coordination & Process Optimization: Experienced in leading cross-functional initiatives to streamline workflows and drive efficiency improvements
- Data Analysis & Strategic Reporting: Skilled in analyzing complex data sets, identifying trends, and delivering actionable insights through clear and comprehensive reports
- Team Leadership & Mentorship: Demonstrated success in mentoring teams, cultivating talent, and driving organizational excellence
- System Oversight & Regulatory Compliance: Adept at managing system operations while ensuring compliance with industry standards and best practices
- Interpersonal Intelligence & Communication: High emotional intelligence paired with exceptional communication skills to manage challenging situations and drive resolutions
- Software Expertise: Proficient in Zendesk, Salesforce, Microsoft Office Suite, and claims management systems, among others
Timeline
Client Services Associate
Public Consulting Group
03.2021 - Current
Tier 2 Lead Technical Support Specialist
Kelly Connect – Remote
03.2018 - 03.2021
Default Specialist/Foreclosure
Carrington Mortgage
07.2016 - 07.2018
Loan Default Operations Team Lead
Navient Department of Education
07.2013 - 07.2016
EMT Certification - Emergency Medical Technician (EMT)
South Suburban College of Cook County
High School Diploma -
Hammond High School
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