Keiayana Gibson
Nashville,TN
Summary
Dynamic team leader with over 20 years of experience in project management and technical support, specializing in FAA/FCC compliance operations and SAP implementation. Proven ability to facilitate cross-functional communication and develop innovative customer portal solutions that enhance efficiency and ensure regulatory adherence. Expertise in leveraging advanced analytics and meticulous documentation skills to drive industry-leading results while fostering strong client relationships through active listening and tailored solutions. Committed to continuous learning and professional growth, contributing a positive attitude that enhances team success and adaptability in fast-paced environments.
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
NOC Analyst
SPX Aids to Navigation
Franklin, TN
08.2019 - Current
- Live data entry environment documentation across multi-purpose databanks dashboard
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Manages comprehensive FAA/FCC compliance operations, coordinating with field technicians for tower structure lighting inspections while maintaining regulatory documentation and NOTAM processing.
- Oversee remote monitoring services for 200+ companies, ensuring seamless integration of SQL Eagle, AM2010, and ADP systems while maintaining service level agreements.
- Lead SAP implementation for customer profiles, streamlining contract creation processes and maintaining detailed documentation through Excel tracking systems.
- Direct cross-functional communication between field technicians, regulatory agents, and customers, facilitating efficient resolution of technical issues.
- Customer portal interface development and maintenance, while managing priority escalations and ensuring case documentation of resolution.
- Optimize regulatory compliance protocols through systematic NOTAM processing via an automated alert and ticketing system.
- Daily messaging or call customer correspondence regarding location adds, system integration.
- Monthly billing and invoicing for services rendered to clients
- Maintenance and upkeep of customer monitoring agreement contract data
Analytics Specialist
ASURION CORP
Nashville, TN
- Streamlined quality control processes and implemented analytical solutions, resulting in measurable improvement in customer satisfaction within projected timeline.
- Developed and executed new analytical protocols, enhancing method validation procedures and contributing to significant departmental efficiency gains.
- Partnered with cross-functional teams to optimize instructional design plans for product enhancement
- Maintained precise data tracking systems through SharePoint dashboard, ensuring accurate interpretation and visualization of complex analytical metrics.
- Systematized analytical protocols and validation procedures, driving operational efficiency through systematic process improvements and data-driven decision making
- Led comprehensive quality control improvements through systematic protocol refinement, resulting in substantial efficiency gains across departments
- Developed creative solutions for process enhancement, integrating consumer feedback and NPS ratings to strengthen client relationships and service quality
- Facilitator of weekly live call listening sessions with clients that built trust through transparency, demonstrating a commitment to quality and proactive partnership
Quality Analyst
ASURION CORP
Nashville, TN
- Optimized quality monitoring processes through web-based performance tracker, delivering daily insights to leadership of initiative progression.
- Partnered with operations to develop enhanced quality assessment frameworks, resulting in improved call auditing efficiency and accuracy.
- Spearheaded knowledge base enhancement projects, facilitating comprehensive resource development for consistent audit parameters.
- Designed and implemented targeted floor campaigns to boost team morale and drive measurable improvements in scorecard performance metrics.
- Conducted in-depth quality assessments of technical support interactions, delivering actionable insights through data-driven performance tracking systems
Technical Lead
ASURION CORP
Nashville, TN
- Led complex technical troubleshooting for mobile device endeavors, implementing systematic diagnostic approaches while serving on Vision Team to enhance operational processes.
- Streamlined customer issue resolution by developing comprehensive documentation system for recurring technical problems and networking challenges.
- Established knowledge base for recurring mobile device issues, reducing resolution time and improving first-contact resolution rates.
- Maintained precise documentation of customer interactions and case details across multiple data banks.
Mobile Warranty Claims Specialist
ASURION CORP
Nashville, TN
- Managed an inclusive warranty claim database while maintaining accurate records of claims, coverage determinations, and replacement shipments
- Provided thorough technical support for warranty claims processing, resulting in an under 10% reshipment rate verified through data-driven assessments monthly
- Orchestrated end-to-end device replacement operations, ensuring diligent documentation and swift processing while maintaining extensive warranty records
- Processed approvals and rejections of claims in alignment with the regulatory guidelines and requirements outlined by the company.
- Assisted customers via phone with any and all questions and concerns with regard to shipping/return expectations
Patient Hip Care Coordinator
NASHVILLE SPORTS MEDICINE CENTER
- Maintained medical databases and scan imagery records, facilitating seamless information access for healthcare providers.
- Streamlined medical documentation processes by implementing efficient scanning and indexing protocols, ensuring accurate patient record maintenance.
- Supported clinic operations through strategic scheduling management and resolving complex patient inquiries with empathy and professionalism
- Upheld core organizational values respecting HIPPA laws, contributing to enhanced patient satisfaction and retention rates.
- Liaison between medical offices tasked with retrieving and sending accumulated films and patient chart information for the onboarding and releasing of patients daily.
Education
BS - Psychology
Capella University
Minneapolis, MN02.2019
Audio Engineering in Music Production
Nashville State Community College
Nashville, TN06.2016
High School Diploma -
Nashville School of The Arts
Nashville, TN05.1999
Skills
- Teamwork and collaboration
- Quality assurance
- Advanced communication
- Technical communication
- Problem-solving
- Flexible and adaptable
- Dependable and responsible
- Multitasking Abilities
- Critical thinking
- Computer skills
- Problem resolution
- System monitoring
Certification
CPR Training
Timeline
NOC Analyst
SPX Aids to Navigation
08.2019 - Current
Analytics Specialist
ASURION CORP
Quality Analyst
ASURION CORP
Technical Lead
ASURION CORP
Mobile Warranty Claims Specialist
ASURION CORP
Patient Hip Care Coordinator
NASHVILLE SPORTS MEDICINE CENTER
BS - Psychology
Capella University
Audio Engineering in Music Production
Nashville State Community College
High School Diploma -
Nashville School of The Arts