Summary
Overview
Work History
Education
Skills
Core Competencies
Timeline
Generic

Jaketa Guyton

Atlanta,GA

Summary

Customer experience and operations leader with expertise in CRM lifecycle management, data-driven campaign execution, and cross-functional collaboration. Skilled at translating business needs into technical requirements, managing platform configurations, and enabling personalized customer engagement through automation workflows and data governance. Adept at working in Agile/SAFe environments, coordinating with technical teams, and leveraging tools including Salesforce, MS Access, and enterprise systems to improve performance, compliance, and customer satisfaction.

Overview

10
10
years of professional experience

Work History

Terminal Supervisor

Norfolk Southern
11.2023 - Current
  • Direct CRM-related reporting and customer data tracking for operational performance across assigned territories.
  • Serve as the liaison between operations teams and customer contacts, ensuring timely resolution of data issues, operational exceptions, and service escalations.
  • Generate and analyze daily reports to identify service gaps, recommend process improvements, and enhance customer experience.
  • Oversee compliance with federal regulations, internal safety standards, and operational SOPs, including rule-based employee training.
  • Coordinate cross-functional teams to ensure accurate, real-time data flow supporting service execution.

Assistant Manager, Customer Logistics (Industrial Products)

Norfolk Southern
01.2023 - 11.2023
  • Designed and managed reporting systems to monitor shipments, enabling proactive communication and on-time delivery through data analysis and KPI tracking.
  • Created and distributed pipeline and LOPA reports to optimize scheduling and reduce congestion.
  • Executed shipment updates, embargo holds, and railcar inventory changes in enterprise systems, ensuring data accuracy across CRM and operational platforms.
  • Partnered with cross-department teams to troubleshoot escalations, resolving issues impacting customer journey continuity.
  • Developed training resources and documented processes to improve operational knowledge sharing and system utilization.

Logistics Customer Care Associate (Intermodal)

Norfolk Southern
07.2022 - 01.2023
  • Managed 60+ daily customer inquiries, guiding clients through shipment lifecycles and providing real-time status updates.
  • Generated analytical reports using MS Access, Excel, and SAP to support shipment prioritization and customer journey optimization.
  • Coordinated with terminals, customs, carriers, and rail teams to resolve shipment and data flow issues preventing timely delivery.
  • Trained team members on customer support best practices and enterprise system navigation, enhancing CRM utilization.

Customer Service Representative II

GSquared Group
06.2021 - 07.2022
  • Provided frontline CRM support for internal and external customers, managing cases via phone, email, chat, and ticket systems.
  • Processed shipment holds, billing changes, and storage fee adjustments to ensure accurate customer account data.
  • Partnered with terminals to locate shipments, resolve escalated service requests, and maintain positive customer relationships.

Sr. Customer Solutions Representative

Verizon Wireless
08.2016 - 06.2021
  • Led CRM-driven retention initiatives, building loyalty with high-value customers through targeted engagement and personalized solutions.
  • Partnered with technical teams to implement account updates, apply promotions, and process orders with 100% accuracy.
  • Trained peers on CRM system usage, digital tools, and proactive customer engagement strategies.
  • Created communications and promotional materials to improve customer adoption of new products and services.

Customer Service Advocate / Specialist

Verizon Wireless
08.2015 - 08.2016
  • Provided account support, billing updates, and technical assistance, maintaining accurate customer records across systems.
  • Increased customer retention by delivering efficient, personalized service and resolving escalations.

Education

Bachelor of Science - Telecommunications

Morgan State University
Baltimore, MD
01.2012

Skills

  • Salesforce Marketing Cloud
  • SAP
  • MS Access
  • Excel
  • TYES
  • AccessNS
  • Pacesetter
  • Amazon Connect
  • ConnectNS
  • CRM Data Governance
  • Agile / SAFe
  • Customer Service
  • Communication
  • Leadership
  • Teamwork
  • Sales
  • Problem Solving
  • Critical Thinking
  • Interpersonal

Core Competencies

  • Salesforce Marketing Cloud (Journeys, Segmentation, Data Extensions)
  • CRM Lifecycle Management & Journey Optimization
  • Data Flow Integrity & Governance (CCPA, GDPR)
  • Cross-Channel Campaign Execution
  • Agile / SAFe Methodology & Backlog Prioritization
  • Stakeholder Engagement & Communication
  • Customer Segmentation & Personalization Strategies
  • Process Documentation, SOPs, & Training
  • MS Access, Excel, SAP, TYES, AccessNS, Pacesetter
  • KPI Tracking & Performance Analytics

Timeline

Terminal Supervisor

Norfolk Southern
11.2023 - Current

Assistant Manager, Customer Logistics (Industrial Products)

Norfolk Southern
01.2023 - 11.2023

Logistics Customer Care Associate (Intermodal)

Norfolk Southern
07.2022 - 01.2023

Customer Service Representative II

GSquared Group
06.2021 - 07.2022

Sr. Customer Solutions Representative

Verizon Wireless
08.2016 - 06.2021

Customer Service Advocate / Specialist

Verizon Wireless
08.2015 - 08.2016

Bachelor of Science - Telecommunications

Morgan State University

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