Hi, I’m
Chauntae M. Ward
Marion,VA
Summary
Outgoing Customer Service Lead with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance.
Overview
20
years of professional experience
Work History
Apple, Inc.Remote, VA
Quality Assurance Specialist
04.2022 - Current
Job overview
- Educated 150+ employees on specific QA standards and confirmed maintenance of KPI standards.
- Provided daily updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Completed and recorded deviation forms daily, collaborating with quality team members and department managers to implement procedural remedies.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
Apple Inc.Cupertino, CA
Tier 2 Mac+ Technical Support Lead
01.2021 - 04.2022
Job overview
- Diagnosed customers' technical issues via phone and live chat resulting in 97% first call resolution
- Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Led training efforts to empower personnel to resolve technical issues without submitting support tickets, reducing service calls by 37%.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
MobileWorks, Inc.Remote, VA
Lead Generation Specialist
01.2014 - 08.2021
Job overview
- Manage multiple simultaneous outbound email and social media campaigns with goals of setting sales meetings for self, VP Digital Engagement, and sales team
- Created, managed, and executed business plans with oversight from VP Digital Engagement for continual recycling of past contacts into new and different campaigns
- Contact data collection, research, and organization using multiple methods, including LinkedIn, ZoomInfo, and other online tools
- Entered data into shared Excel spreadsheet, ensuring accuracy and uniformity.
- Served as key team member in development of new client pipeline, resulting in 83% sales profit increase for 2 years straight.
- Built prospect lists of potential new customers through research and identification of business opportunities.
FedExMarion, VA
Specialty Premier Customer Service Team Lead
01.2020 - 10.2020
Job overview
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Monitored team of 15-25 agents to identify issues and track progress
- Serve as conduit between call center management, Client and agents
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Collaborated with team members to achieve target results
- Onboarded new temps by entering employee information into systems
FedExMarion, VA
Quality Assurance Specialist
05.2019 - 01.2020
Job overview
- Monitored and evaluated team of approx. 85 based on key performance indicators (KPIs) set by respective client
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Assessed areas of improvement and provided one on one feedback via required coaching form, Teams and face to face meetings with Supervisors.
FedExMarion, VA
Specialty Premier Customer Service
06.2018 - 05.2019
Job overview
- Handled 65-100 inbound calls per day from High Revenue FedEx service subscribers
- Resolved all customer issues with regards to billing, shipping, or missing/delayed shipments
- Trained, mentored, and motivated team members and 47 new hires, with strong focus on optimizing productivity and performance
- Generated in call backs, returns, and exchanges while contributing tracking numbers with shipping/ delivery dates
UnitedHealth GroupRoanoke, VA
Customer Service Advocate
02.2015 - 03.2018
Job overview
- Confer with 60-100 customers daily by phone to provide information about products or covered medical services, take or enter Prior Authorizations, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Leapforce, IncRoanoke, VA
Search Engine Evaluator
05.2012 - 03.2017
Job overview
- Possess in-depth, up-to-date familiarity with American social culture, media, and web culture
- Display excellent comprehension and written communication skills in English
- Demonstrate superb web research skills and analytical abilities
- Ability to work independently under minimal supervision.
Education
J. Sergeant ReynoldsRichmond, VA
A.A.S from Business Administration
05.2015
Skills
- Administration and Reporting
- Technical Proficiency
- Correcting Discrepancies
- Team Management
- Performance Tracking and Evaluations
- Employee Coaching and Motivation
- Call Center Strategy
- KPI Tracking
- Employee Performance Reviews
- Call Volume Analysis
- Natural Leadership
- Team Goals
Accomplishments
- Energetic professional with 10+ years of providing excellent customer service and strategic solutions, with outstanding management and troubleshooting skills.
Timeline
Quality Assurance Specialist
Apple, Inc.
04.2022 - Current
Tier 2 Mac+ Technical Support Lead
Apple Inc.
01.2021 - 04.2022
Specialty Premier Customer Service Team Lead
FedEx
01.2020 - 10.2020
Quality Assurance Specialist
FedEx
05.2019 - 01.2020
Specialty Premier Customer Service
FedEx
06.2018 - 05.2019
Customer Service Advocate
UnitedHealth Group
02.2015 - 03.2018
Lead Generation Specialist
MobileWorks, Inc.
01.2014 - 08.2021
Search Engine Evaluator
Leapforce, Inc
05.2012 - 03.2017
J. Sergeant Reynolds
A.A.S from Business Administration
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