Chardene McKinney
Dallas
Summary
Customer Service, Fraud Prevention, and Operations Professional with 10+ years of experience supporting customers across banking, telecommunications, healthcare, retail, and security industries. Skilled in fraud detection, account management, technical support, conflict resolution, and cross-functional collaboration. Recognized for delivering exceptional customer experiences, resolving complex issues efficiently, and building strong client relationships. Proven ability to manage high-volume workloads while maintaining accuracy, compliance, and customer satisfaction.
Overview
17
17
years of professional experience
Work History
Operator
Allied Universal
04.2025 - Current
- Coordinate security staffing and deployment for clients requiring unarmed officers, fire watch services, construction site coverage, and special event security.
- Respond to urgent service requests and rapidly identify appropriate coverage solutions to meet client needs.
- Manage high-priority situations involving potential threats, safety concerns, and emergency response requirements.
- Collaborate with field personnel and management teams to ensure seamless service delivery and operational efficiency.
- Maintain accurate scheduling and service documentation to support client satisfaction and regulatory compliance.
Fraud Advisor
U.S. Bank
04.2024 - 03.2025
- Investigated suspicious account activity and assisted customers with fraud claims, helping protect customer assets and reduce financial risk.
- Delivered exceptional customer service by resolving account concerns, transaction disputes, and fraud-related inquiries efficiently.
- Monitored customer accounts for unusual activity and initiated immediate corrective actions when fraud indicators were identified.
- Partnered with fraud prevention, lending, and operations teams to resolve complex cases and improve customer outcomes.
- Maintained detailed case documentation and ensured compliance with banking regulations and internal procedures.
Account Representative / Tech Support
Spectrum Mobile
04.2021 - 02.2024
- Provided technical support and account management assistance for mobile customers through phone, chat, and email channels.
- Resolved billing discrepancies, payment issues, device activations, upgrades, and number porting requests.
- Educated customers on products, services, and device functionality, improving customer confidence and satisfaction.
- Collaborated with technical and operational teams to expedite resolution of escalated customer concerns.
- Maintained accurate CRM records to ensure continuity of service and effective issue resolution.
Patient Qualification Specialist
Apria Healthcare
01.2019 - 03.2021
- Verified insurance eligibility, benefits, and required documentation to facilitate timely patient access to medical equipment and services.
- Coordinated with patients, healthcare providers, and insurance carriers to resolve coverage discrepancies and authorization issues.
- Maintained accurate patient records and ensured compliance with healthcare regulations and organizational standards.
- Streamlined qualification processes to improve efficiency and reduce delays in service delivery.
- Assisted patients throughout the qualification process, enhancing overall patient experience and satisfaction.
Patient Care Representative
CVS Health
09.2017 - 05.2019
- Assisted patients with insurance billing inquiries, prescription-related questions, and account updates while maintaining HIPAA compliance.
- Served as a liaison between patients, healthcare providers, and insurance companies to resolve concerns efficiently.
- Managed appointment scheduling and patient communications in a fast-paced healthcare environment.
- Maintained accurate documentation and patient records to support quality care and regulatory compliance.
- Contributed to positive patient experiences through responsive service and effective problem resolution.
Furniture Representative
JCPenney
04.2016 - 08.2017
- Assisted customers in selecting furniture solutions that met budget, style, and household needs.
- Coordinated with vendors and delivery providers to resolve shipping delays and fulfillment issues.
- Addressed product damage claims and delivery concerns, preserving customer satisfaction and loyalty.
- Built strong customer relationships that contributed to repeat business and positive shopping experiences.
- Supported sales initiatives through product demonstrations and customer education.
Credit & Collections Representative
Centrinex
10.2015 - 07.2017
- Negotiated payment arrangements with customers to recover delinquent balances while maintaining professional customer relationships.
- Managed high-volume inbound and outbound account communications regarding payment obligations and billing disputes.
- Reduced outstanding receivables through persistent follow-up and effective account management strategies.
- Maintained accurate account records and collection documentation in compliance with company policies.
- Collaborated with internal teams and external agencies to maximize collection success.
Collections Department Representative
CBE Companies
02.2012 - 10.2015
- Managed a portfolio of 200+ delinquent accounts, contributing to a 30% increase in collections during the first quarter.
- Negotiated payment plans that reduced charge-offs by 15% and improved account recovery rates.
- Conducted account research and customer outreach efforts that reduced outstanding balances by 20%.
- Implemented customer-focused communication strategies that decreased complaint volume by 25%.
- Collaborated with legal teams on high-risk accounts, contributing to a 10% increase in recoveries.
Home Health Care Provider
Alliance Home Health Care Services
06.2009 - 09.2015
- Delivered compassionate in-home care services that supported client independence, safety, and quality of life.
- Assisted clients with daily living activities, transportation, meal preparation, medication reminders, and household management.
- Monitored client well-being and reported health concerns promptly to healthcare professionals and family members.
- Maintained accurate care records and followed individualized care plans to ensure consistent service delivery.
- Built trusted relationships with clients and families through dependable, patient-centered support.
Education
High School Diploma -
F.L. Schlagle High School
Kansas City, KS05.2009
Skills
- Attention to detail
- Problem-solving
- Teamwork and collaboration
- Troubleshooting
- Quality assurance
- Issue resolution
- Deadline adherence
- Customer service
- Advanced troubleshooting
- Strong work ethic
- Teamwork and communication
- Positive attitude
- Teamwork and coordination
- Good communication
- Punctual and reliable
- Following instructions
- Computer skills
Timeline
Operator
Allied Universal
04.2025 - Current
Fraud Advisor
U.S. Bank
04.2024 - 03.2025
Account Representative / Tech Support
Spectrum Mobile
04.2021 - 02.2024
Patient Qualification Specialist
Apria Healthcare
01.2019 - 03.2021
Patient Care Representative
CVS Health
09.2017 - 05.2019
Furniture Representative
JCPenney
04.2016 - 08.2017
Credit & Collections Representative
Centrinex
10.2015 - 07.2017
Collections Department Representative
CBE Companies
02.2012 - 10.2015
Home Health Care Provider
Alliance Home Health Care Services
06.2009 - 09.2015
High School Diploma -
F.L. Schlagle High School