Chatinna Keith
Murfreesboro,TN
Summary
Results-driven customer service specialist with expertise in conflict resolution, technical troubleshooting, and data analysis. Proven ability to mentor junior staff, and bring value to a new role by optimizing efficiency, fostering team collaboration, and ensuring exceptional customer satisfaction.
Overview
35
35
years of professional experience
Work History
PACT Sr. Customer Service Specialist
Verizon Wireless
Murfreesboro, Tennessee
03.2011 - Current
- Assisted Inter-Carrier Relations Consultants in developing solutions to challenges with internal and external LNP processing.
- Analyzed data and created solutions related to port fallout.
- Assisted LNP new hire members by capturing opportunities and implementing training to achieve higher stats, resulting in four representatives moving from performing to leading status.
- Supported internal and external customers with implementing solutions for billing systems and POS system concerns.
- Resolved escalated customer issues through effective communication and problem-solving techniques.
- Acted as a mentor to junior staff, promoting knowledge sharing and skill development.
- Provided technical support and troubleshooting assistance to customers.
LNP Tier I Representative
Verizon Wireless
Murfreesboro, TN
03.2005 - 03.2011
- Completed multiple offline, independent projects for the Port Operations Department.
- Maintain a professional demeanor toward our business and consumer clients, as well as our competitor service providers, while providing correct information on our products and services.
- Multitasked by applying adjustments to customers' accounts through multiple billing systems and Internet applications.
Production Machine Operator
General Mills
Murfreesboro, Tennessee
10.1997 - 08.2003
- Operated various production machines to ensure efficient workflow and product quality.
- Implemented safety protocols to maintain a secure working environment for all team members.
- Performed quality control inspections to guarantee compliance with product specifications.
- Collaborated with cross-functional teams to streamline production processes and reduce waste.
- Trained and mentored new team members on machinery operation and safety practices.
- Documented production metrics to track efficiency and identify improvement opportunities.
- Prepared machines for operations by calibrating, adjusting, and testing control or settings.
Administrative Assistant
United States Navy, USN
Norfolk, Virginia
08.1995 - 09.1997
- Coordinated travel arrangements for personnel, ensuring compliance with military regulations and policies.
- Facilitated scheduling coordination for meetings, optimizing time management for senior officials.
- Provided communication support by answering inquiries and directing personnel to appropriate resources.
- Handled confidential documents in an organized fashion according to established protocol.
Marine Navigation
United States Navy, USN
Norfolk, Virginia
02.1991 - 08.1994
- Executed precise route planning to optimize navigation efficiency and reduce transit times.
- Operated complex navigation systems to ensure safe maritime operations under varying conditions.
- Conducted thorough weather analyses to inform navigation strategies and enhance safety protocols.
- Implemented safety compliance measures to align with regulatory standards and protect crew and vessel.
- Prepared detailed reports on navigational operations to inform leadership and support decision-making.
Education
Middle Tennessee State University 2003-2005
Murfreesboro, TNStrayer University 2009-2011
Murfreesboro, TNSkills
- Customer relationship management
- Billing system support
- Data analysis
- Technical troubleshooting
- Process improvement
- Conflict resolution
- Excellent organization and time management
- Detail-oriented and strategic in processing large amounts of data
- Analytical, creative, and innovative
- Computer: proficient in MS Office Suite, Excel
Timeline
PACT Sr. Customer Service Specialist
Verizon Wireless
03.2011 - Current
LNP Tier I Representative
Verizon Wireless
03.2005 - 03.2011
Production Machine Operator
General Mills
10.1997 - 08.2003
Administrative Assistant
United States Navy, USN
08.1995 - 09.1997
Marine Navigation
United States Navy, USN
02.1991 - 08.1994
Middle Tennessee State University 2003-2005
Strayer University 2009-2011