Chanerika Haggerty
Clarksville,TN
Summary
Dynamic and results-driven Customer Service and Fraud Prevention Specialist with over 12 years of experience delivering exceptional support in both call center and remote environments. Expertise in managing high call volumes while maintaining a focus on quality service, ensuring customer satisfaction in fast-paced virtual settings. Proficient in troubleshooting complex issues and implementing effective fraud prevention strategies, fostering seamless interactions through advanced technical support. Recognized for professionalism, strong interpersonal skills, and a steadfast commitment to adhering to company policies and procedures.
Overview
10
10
years of professional experience
Work History
Inbound Fraud Specialist
US Bankcorp
05.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handle high-volume inbound calls averaging 60 call per day assisting customer with unauthorized debit card transaction, and potential fraud cases
- Assisted customers in securing their accounts by blocking compromised cards, reissuing new ones, and updating security settings
- Clearly explain complex security and fraud issues to customers, ensuring they understand next steps and preventive measures
- Maintained high level of accuracy, professionalism, and empathy, consistently meeting KPIs for case resolution time and customer satisfaction in a fully remote setting
- Accurately document all interactions and case progress using Salesforce CRM and ensure adherence to banking regulations and internal protocols
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
Technical Support Representative
Sitel
07.2022 - 01.2023
- Manage approximately 50 incoming calls per day in a high call volume providing first-call resolution rate through active listening, problem-solving skills, and in-depth product knowledge
- Balanced multiple priorities simultaneously while providing effective technical assistance over the phone or via chat support channels.
- Reduced call times by using efficient troubleshooting techniques and providing clear instructions to customers.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
Acquisition Agent
S4 Communications / NRG Energy
04.2016 - 05.2022
- Manage an average of 200-300 customer per month on setting up electricity service with utility provider
- Assisted customer with enrolling new utility service for home or businesses, transferring existing services or processing move out request
- Provided clear and accurate information on service plan rates, contract terms, and promotional offers while assisting with negotiations to ensure customer made well-informed decisions
- Up-sell and Cross-Sell customer on additional products and plans based off customers needs
- Assisted new hires with call stimulations upon completing training,providing real world practice and constructive feedback to improve their sales technique and customer interaction
- Maintained expert knowledge of company products and policies, ensuring accurate and efficient customer support
Education
High School Diploma -
Longview High School
Longview, TX05-2005
Skills
- Self-Motivated and Accountability
- Multitasking and Multi System Navigation
- Time Management and Self-Motivated
- Active listening and Empathy Skills
- Attention to Details and Organization
- Problem Solving and Critical Thinking
- Data Entry/ Account Updating
- Microsoft Office Suite (Word,Excel,and Outlook)
- CRM & Multi-System Navigation (SAP-Mainframe,CMP,Hogan Software and LEXISNEXIS proficiency
- Policy and Compliance
Timeline
Technical Support Representative
Sitel
07.2022 - 01.2023
Inbound Fraud Specialist
US Bankcorp
05.2022 - Current
Acquisition Agent
S4 Communications / NRG Energy
04.2016 - 05.2022
High School Diploma -
Longview High School