CHANEKKA SMART
AT&T
11
years of professional experience
1
Certification
IT professional with hands-on experience in investigation, case management, and customer support across telecom and financial services. Strong background analyzing risk signals, reviewing account/transaction activity, and documenting findings with accuracy and compliance. Skilled at handling high call volumes, working through complex workflows, and producing clear case notes for escalation and reporting.
Skills
Troubleshooting & ticketing workflow
Information security
Network administration
Technical support
Remote support
Analytical thinking
Customer service expert
User support
Identity & access basics
Work History
Fraud Analyst
3 Years- Investigated automated risk alerts for multi-device upgrades and unlock holds, handling 30–50 flagged inbound calls per day using Telegence/Avertack and fraud tools.
- Reviewed telecom databases, credit signals, and synthetic identity risk models to identify fraud rings and recommend account restrictions, closures, and escalations.
- Documented investigative case notes and supported regulatory reporting; reduced major upgrade scams by ~2–3 per day, preventing $10,000–$15,000 daily losses ($2.5M–$3.75M over 250 workdays).
Customer Service Specialist, 311
6 Months- Collected details from 50–75 citizens daily to route issues to the correct departments for flooding, traffic signal outages, animal control, and other hazards.
- Generated service request numbers for tracking and coordinated dispatch of crews for non-emergencies and certain hazards.
- Acted as the liaison between residents and city departments, maintaining organized communication and status updates.
Insurance Claims Specialist
1 Year 1 Month- Processed First Notice of Loss reports and guided policyholders through the claims lifecycle with clear, accurate communication.
- Managed claim lifecycles (inspection scheduling, liability determination, file ownership) to close ~25 cases per month.
- Approved and issued claim payments up to $1,500 for lower-complexity claims, streamlining settlements for ~50% of those cases.
Dispute and Chargeback Analyst
1 Year 3 Months- Reviewed and processed 50+ chargeback notifications by validating transaction details and investigating cardholder disputes.
- Pulled ATM electronic journals (EJ logs), cash dispenser receipts, and vault balancing logs to substantiate successful transactions and file representments.
- Executed disputes within Visa/MasterCard and regional debit network compliance timelines to recover funds accurately.
Prior Authorization Representative
1 Year 10 Months- Managed 75+ inbound calls daily, explained coverage denials to policyholders, authorized cash-settlement buyouts, and coordinated equipment purchases to ensure customer understanding and satisfaction.
- Managed 75+ inbound calls daily. Explained coverage denials to policyholders, authorized cash-settlement buyouts, and coordinate equipment purchases.
- Evaluated contract language, specific plan exclusions, and system age limits to determine if a breakdown (e.g., HVAC failure, plumbing leak) is covered under the customer's policy through First American Home Warranty.
- Communicated with third-party service contractors to review diagnostic reports, verify parts/equipment costs, and enforce contract pricing agreements, ensuring compliance and cost-effectiveness.
Chargeback Specialist
3 Years 2 Months- Managed Visa/MasterCard dispute workflows in compliance with regulatory standards and network requirements.
- Investigated chargebacks and determined liability, resolving inquiries with a 98.5% accuracy rate.
- Reviewed transaction history to identify suspicious patterns and ensure proper handling of unauthorized transactions and payment exceptions.
Education
Associate of Science - Network Administration
Certification
- CompTIA Security+, 04/2026
- Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC 900), 03/2026
- Cisco Certified Support Technician (CCST) IT Support, 02/2026
- Microsoft 365 Certified: Fundamentals (MS-900), 01/2026
- Microsoft Certified: Azure Fundamentals (AZ-900), 12/2025
Timeline
Fraud Analyst
AT&T
12.2022 - 12.2025Read More
Customer Service Specialist, 311
City of Dallas
06.2022 - 12.2022Read More
Insurance Claims Specialist
Allstate
05.2021 - 06.2022Read More
Dispute and Chargeback Analyst
Donovan and Watkins
01.2020 - 04.2021Read More
Prior Authorization Representative
First American
03.2018 - 01.2020Read More
Chargeback Specialist
FIS
01.2015 - 03.2018Read More
Computer Minds
Associate of Science from Network Administration
Read More