Kiana Mitchell
Fredericksburg,Virginia
Summary
Dedicated Customer Service and Communications Specialist with seven years of impactful service in the United States Air Force, complemented by experience supporting members and customers in financial and utility environments. Skilled at managing communication strategies while delivering responsive, solutions-focused support to diverse audiences, including military personnel, civilian communities, and members. Proven track record of achieving measurable results through strategic planning, media outreach, public engagement, and customer-centered initiatives. Consistently performs in fast-paced settings, demonstrating adaptability, professionalism, and a strong commitment to a positive customer experience.
Overview
10
10
years of professional experience
Work History
Member Service Representative
Rappahannock Electric Cooperative
Fredericksburg, VA
10.2025 - Current
- Serve as a primary member contact, handling inbound calls, emails, and account-related requests with a strong focus on accuracy and a positive service experience.
- Research and resolve billing, payment, and service issues using multiple internal systems, documenting interactions and outcomes for transparency and follow-up.
- Educate members on payment options, online tools, and available services to improve self-service adoption and satisfaction.
- Identify potential service or account issues, escalate according to established procedures, and collaborate with internal teams for timely resolution.
Amazon Delivery Driver (Part-Time, Temporary)
Amazon
Fredericksburg, VA
04.2025 - 10.2025
- Completed accurate, on-time deliveries on assigned routes while maintaining courteous customer interactions at the point of delivery.
- Managed high daily volume under strict time constraints, following safety, routing, and package handling procedures with attention to detail.
- Reported delivery exceptions, delays, and issues to support teams to ensure clear documentation and prompt resolution for customers.
Marketing Specialist
Topside Federal Credit Union
Fredericksburg, VA
11.2022 - 03.2025
- Supported credit union growth and member engagement by creating and scheduling digital campaigns that promoted products, services, and member education.
- Partnered with branch and operations teams to ensure messaging aligned with member needs and reinforced a consistent, service-oriented brand experience.
- Tracked engagement metrics and campaign performance, sharing insights to refine communication strategies and member-facing initiatives.
Public Affairs – Broadcast Journalist
United States Air Force
01.2016 - 06.2023
- Delivered communication support for internal and external audiences, often serving in a customer-facing capacity during community and media engagements.
- Produced interviews, stories, and multimedia content to support mission understanding and positive relationships with diverse stakeholders.
- Trained and mentored junior team members, reinforcing accuracy, professionalism, and effective communication in high-pressure environments.
Education
Bachelor of Science - Business - Marketing
George Mason University
Fairfax, VA05-2026
Timeline
Member Service Representative
Rappahannock Electric Cooperative
10.2025 - Current
Amazon Delivery Driver (Part-Time, Temporary)
Amazon
04.2025 - 10.2025
Marketing Specialist
Topside Federal Credit Union
11.2022 - 03.2025
Public Affairs – Broadcast Journalist
United States Air Force
01.2016 - 06.2023
Bachelor of Science - Business - Marketing
George Mason University