Chasity Rainey
Bluff City
Summary
Results-driven customer service professional with strong organizational skills, effective time management, and the ability to work independently or as a team player, possessing expertise in windows systems and customer service. Proficient in various technical tools, including back office and front office systems, with a solid foundation in computer networking, multiple computer systems, and help desk support. Eager to leverage skills in a remote setting to enhance operational efficiency and deliver exceptional customer service.
Detail-oriented client protection specialist with over 3 years of experience in customer verification, regulatory compliance, and risk mitigation. Skilled in managing high-volume claims, analyzing transaction data, and collaborating remotely with cross-functional teams. Proven ability to apply KYC, CDD, and EDD protocols to protect clients, reduce financial risk, and ensure compliance with industry regulations. Adaptable, tech-savvy, and committed to upholding best practices in client onboarding and data integrity.
Overview
11
11
years of professional experience
Work History
Customer Service/Client Protection Associate
Advanced Call Center Technologies Johnson City
05.2022 - Current
- Investigated and resolved client protection claims, applying KYC, CDD, and EDD procedures aligned with Reg E guidelines.
- Conducted customer identity verification and documentation reviews to ensure onboarding compliance.
- Collaborated with financial institutions (Visa, Mastercard, Pulse, Mastercom) to resolve disputed transactions and evaluate potentially risky activity.
- Led data remediation initiatives, identifying and correcting inconsistencies in customer records.
- Tracked and categorized claims using Excel, maintaining accurate documentation for audits and compliance checks.
- Completed weekly knowledge assessments on AML policies, system updates, and regulatory changes..
- Participated in daily team collaboration via Skype, Microsoft Teams, WebEx, and Mattermost.
- ā Tools/Systems: Microsoft Excel, Word, SharePoint, VPN, internal verification software, CEW.
- Managed high-volume calls at times with some tech support for clients.
Personal Care Assistant
Carl and Carolyn Cowan-
06.2019 - 05.2022
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Assisted with transferring and positioning clients, ensuring proper body mechanics to reduce the risk of injury for both parties.
- Built strong relationships with clients to deliver emotional support and companionship.'Delivered essential care to clients with medical and cognitive needs while maintaining HIPAA-compliant documentation.
- Managed records, medication administration, and scheduling with precision and empathy.
- Assisted with errands, appointments, and daily living needs.
- Maintained a clean and safe environment for patients by regularly sanitizing equipment and ensuring proper disposal of waste
- Collaborated with interdisciplinary healthcare team members to develop and implement individualized care plans for patients
- Supported patients' emotional well-being by actively listening to their concerns and offering comfort when needed
- Ensured patient safety by implementing fall prevention strategies such as regular rounding checks on high-risk individuals
- Administered medications orally or topically according to physician orders while adhering strictly to dosage guidelines
PCA Personal Care Assistant
Don Raymond
02.2015 - 06.2019
- Assisted patients with daily living activities, promoting independence and wellbeing.
- Ensured proper hygiene practices were followed by assisting with bathing, grooming tasks.
- Improved patient comfort by providing compassionate and attentive care.
- Maintained a clean and safe environment for patients, reducing the risk of infections and accidents.
- Answered patient assistance calls, assessed needs, and offered qualified support.
- Developed strong relationships with patients'' families to provide updates on progress and address concerns collaboratively.
- Provided emotional support to patients and families during difficult times, fostering trust and rapport.
- Facilitated meal planning, preparation, feeding assistance as needed while adhering to specific dietary restrictions or requirements.
- Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements.
- Monitored vital signs and reported changes in patient condition to medical professionals promptly.
- Prevented bedsores through regular repositioning and skin assessments of at-risk patients.
- Managed challenging behaviors in dementia patients using de-escalation techniques, creating a calm atmosphere within the care setting.
- Enhanced patient mobility by assisting with transfers, ambulation, and range of motion exercises.
- Responded to patient emergencies with immediate care and notified clinicians to provide comprehensive assistance.
- Administered medications as prescribed, preventing adverse reactions or complications.
Education
GED -
East Tn State Community College-Blountville, TN
Blountville, TN02-1994
Skills
- Technical troubleshooting
- Technical support
- Proficient in computer applications
- Excel proficiency
- Experience with various operating systems
- Effective communication
- Effective time management
- Call Center
- Service excellence
- Analytical problem solving
- Critical thinking skills
- Tech Savvy
Languages
English
Full Professional
Timeline
Customer Service/Client Protection Associate
Advanced Call Center Technologies Johnson City
05.2022 - Current
Personal Care Assistant
Carl and Carolyn Cowan-
06.2019 - 05.2022
PCA Personal Care Assistant
Don Raymond
02.2015 - 06.2019
GED -
East Tn State Community College-Blountville, TN
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