Open to opportunities

Chanel Hardy

@chanelhardy

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Seasoned customer service leader with 18+ years of experience.

United States

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What I'm looking for

I am looking for a role that values empathy and collaboration, where I can lead teams to enhance customer satisfaction and drive service excellence.

I am a seasoned customer service leader with over 18 years of experience in delivering compassionate and high-impact support across various sectors, including healthcare, federal programs, aerospace, and retail. My career has been defined by my ability to guide cross-functional teams, drive customer satisfaction, and resolve complex service challenges with empathy and strategic thinking.

Throughout my professional journey, I have developed a proven track record of training and mentoring staff, improving service delivery, and fostering loyalty in fast-paced, high-pressure environments. My recent role as Lead Customer Support Specialist at Starlink / SpaceX allowed me to deliver high-level technical support to over 200 users, where I ranked #1 out of 500 employees for quality, performance, and customer satisfaction. I am passionate about creating solutions that enhance the customer experience and empower my team to excel.

Experience

Work history, roles, and key accomplishments

Lead Customer Support Specialist

Starlink / SpaceX

Nov 2022 - Jan 2025 (2 years 2 months)

Delivered high-level technical support to over 200 users, improving satisfaction and efficiency. Supervised and mentored a team of 50+ support staff, ensuring consistent excellence. Developed solutions for clients across global markets and led onboarding for new hires, ranking #1 out of 500 employees for quality, performance, and customer satisfaction.

Technical Support Team Leadership Mentorship Onboarding Global Client Solutions Performance Analysis Customer Satisfaction Quality Assurance

Disaster Recovery Customer Specialist

FEMA

Mar 2019 - Nov 2022 (3 years 8 months)

Guided disaster survivors through complex recovery efforts with empathy and clarity. Trained field staff in service delivery, improving overall team effectiveness. Liaised between citizens and federal agencies to resolve escalated concerns quickly.

Disaster Recovery Customer Support Empathy Training Service Delivery Conflict Resolution

Front Office Coordinator / Patient Support

CDC / Primary Health Care, Inc.

Jan 2019 - Nov 2022 (3 years 10 months)

Supported over 200 patients daily in high-stress conditions, providing compassionate care. Acted as front-line problem-solver for patients during COVID, preserving patient trust. Partnered across departments to deliver seamless and timely support.

Patient Support Compassionate Support Problem Solving EMRs (Epic Cerner)HIPAA

Assistant Store Manager

Tulip Tree Florist

May 2006 - Jan 2019 (12 years 8 months)

Led daily operations and conflict resolution during high-emotion customer events. Built strong client relationships and trained new hires in service excellence. Maintained top standards in store presentation, merchandising, and service.

Conflict Resolution Client Relationship Management Training Merchandise Customer Service