Chanerika Haggerty
Clarksville,TN
Summary
Dedicated professional with over customer service specialist with 12+ years of experience in customer service, eligibility support, and financial services. Skilled in determine client eligibility processing benefits, and maintaining accurate case documentation. Adept at explaining rules, regulations, and policies to clients to ensure program understanding an compliance. Strong communicator with proven ability to verify information, resolve complex issues, and deliver high-quality, client-focused service in fast-paced, regulated environment.
Overview
11
11
years of professional experience
Work History
Inbound Fraud Specialist
USBank
05.2022 - Current
- Investigate and verify client transactions to determine eligibility of disputed claims in compliance with federal and banking regulations.
- Explain rules, regulations, policies,and procedures to clients to ensure understanding and program compliance.
- Verify accuracy of information provided by clients during interviews and obtain supporting documentations.
- Use multiple databases to cross-check and validate client information.
- Accurately document all cases in Salesforce CRM, ensuring 100% adherence to reporting standards.
- Communicate complex information clearly to clients, guiding them through resolution steps.
Acquistion Agent/Customer Service Support Specialist
NRG Energy, Inc.
04.2014 - 05.2022
- Handle a high-volume of calls an average of 200-300 calls per month assisting clients with enrollments, transfer of services, and termination of utility services.
- Explained rules, regulations, polices, and program procedures to clients and interested parties to promote program understanding.
- Verified accuracy of information provided by clients during the interview process and obtained necessary documentations.
- Guided clients in selecting the most appropriate service plans, based on eligibility and program guidelines.
- Provided training and mentorship to new employees on compliance, customer service, and documentation standards.
- Maintained detailed case records and ensured all actions complied with organizational policies and applicable regulations.
Education
High School Diploma -
Longview High School
Longview, TX05-2005
Skills
- Teamwork and collaboration
- Strong Communication & Active Listening
- CRM & Multi System Navigation (SAP-Mainframe, CMO,Hogan Software and LEXISNEXIS) proficient
- Microsoft Office Suite (Word, Excel, Powerpoint)
- Data Entry and Documentation Accuracy
- Problem Solving and Critical Thinking
- Situational adaptability in high-volume client environments
- Organization and time management
- Effective communication skills
Timeline
Inbound Fraud Specialist
USBank
05.2022 - Current
Acquistion Agent/Customer Service Support Specialist
NRG Energy, Inc.
04.2014 - 05.2022
High School Diploma -
Longview High School