LASHONDA CHASE
Piedmont
Summary
Results-driven customer operations and sales expert with two decades of experience in problem-solving and customer engagement. Skilled in interpreting customer interactions to address concerns promptly and efficiently. Proven ability to communicate clearly and effectively, ensuring a high-quality customer experience.
Overview
2026
2026
years of professional experience
Work History
Customer Service Gate Agent
Piedmont Airlines
2025 - Current
- Coordinated passenger check-in processes to ensure timely boarding and customer satisfaction.
- Managed gate operations, facilitating seamless transitions between arrivals and departures.
- Assisted passengers with special needs, providing personalized support and ensuring compliance with regulations.
- Monitored flight schedules, communicated updates to passengers, and resolved issues efficiently.
- Implemented safety protocols during boarding procedures, maintaining high standards of passenger security.
- Analyzed passenger flow data to recommend improvements for enhancing gate operation effectiveness.
- Processed upgrades and standby requests, maximizing revenue opportunities for the airline while accommodating passenger needs.
- Demonstrated strong knowledge of airline policies and procedures to ensure seamless gate operations.
- Assisted customers with seat availability, gate announcements and flight status to increase boarding efficiency.
- Managed irregular operations such as delays or cancellations calmly, taking necessary action to minimize impact on passengers'' travel plans.
- Assisted customers with ticketing and baggage check-in requirements.
- Maintained clear communication between ground staff, flight crew, and other airport personnel to ensure smooth gate operations.
- Produced and shared customer service reports to support management decision-making.
Chat Support Representative
Nordstrom, Inc
02.2019 - 03.2025
- Handled customer account billing and transaction inquiries via phone, email, and chat communication
- Provided detailed accounts of customer calls, emails, and chats in Salesforce to document history of customer interactions
- Resolved an average of 250 inquiries per week exceeding weekly targets by 25%
- Diffused customer issues via phone, email, and chat communication by asking probing questions to identify expressed and unexpressed concerns
- Identified and documented isolated customer experiences and escalated important issues
- Remote
Loss Prevention Specialist
Ford Credit
06.2009 - 01.2019
- Direct telephone interaction with 60+day delinquent customers to minimize losses
- Service customers and dealers
- Minimize portfolio risk and credit losses through effective account resolution
- Reduce delinquency through effective follow up and account resolution techniques
- Manage credit loss budget
- Minimize expenses through effective use of resources and time management to achieve target expense
- Focuses on customer contact and resolution of account delinquency
- Recommend accounts to Team Leader for repossession and charge off consideration
Customer service/Inside sales
Verizon Wireless
01.2006 - 09.2009
- Handled a high volume of inbound customer calls provided high quality customer service on calls that were generally routine and sometimes unique in nature.
- Conducted Tier 1 trouble shooting when customers required device assistance.
- Provided customer service transactions, including but not limited to; equipment troubleshooting, call handling, billing, service and equipment inquiries and all other customer transactions
- Managed customer relationships by performing the full range of customer service functions
- Used common courtesy and discretion to achieve customer loyalty. Handled own customer escalations and minimized transfers
- Customer Interactions Listened and responded appropriately in all customer interactions,inbound sales calls focused on retaining and up-selling the existing customer base
- Created an ongoing relationship with Sales Engineers, Implementation/Billing Specialists and vendor partners
- Managed forecast, FOD, opportunity creation, proposal and contract creation, order submittal
Education
Diploma - Education
Southside High School
Greenville, SC06.2001
Skills
- Efficient typing: 50 WPM
- Insight analysis
- Proficient in office software
- Prioritization of requests
- Grammar accuracy
- Solution-oriented mindset
- Fluent in English
- Optimized time management
- Detail-oriented approach
- Tech-savvy
Timeline
Chat Support Representative
Nordstrom, Inc
02.2019 - 03.2025
Loss Prevention Specialist
Ford Credit
06.2009 - 01.2019
Customer service/Inside sales
Verizon Wireless
01.2006 - 09.2009
Diploma - Education
Southside High School
Customer Service Gate Agent
Piedmont Airlines
2025 - Current
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