Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Chenniek Crockett

Richmond,USA

Summary

Professional with extensive experience in customer service. Strong focus on team collaboration and achieving results. Adept at handling inquiries, resolving issues, and adapting to changing needs. Reliable with excellent communication and problem-solving skills.

Overview

24
24
years of professional experience

Work History

REMOTE CSR Tier 1

Vecra Inc.
01.2024 - Current
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Fraud Coordinator

Capital One
08.2013 - 11.2023
  • Led initiatives to refine fraud detection algorithms, achieving noticeable gains in identifying fraudulent activities swiftly.
  • Collaborate with teams to implement fraud protocols, boosting security measures.
  • Analyze customer behavior to detect fraud, ensuring proactive risk management.
  • Partnered with cross-functional teams to enhance fraud detection systems, fostering a culture of shared responsibility and vigilance.
  • Maintained accurate client data and monitored key performance indicators, ensuring swift access to vital information and continuous process improvement.
  • Facilitated training sessions for staff on fraud awareness, enhancing team knowledge and promoting a proactive approach to risk management.

PPO Billing and Enrollment CSR

Anthem Blue Cross Blue Shield WellPoint
10.2006 - 08.2012
  • Enhanced PPO billing accuracy through targeted training, resulting in noticeable gains in client communication and satisfaction.
  • Researched insurance policy updates to ensure compliance and accurate client information.
  • Collaborated with IT to automate processes, improving data entry efficiency.
  • Provided exceptional customer service, promptly addressing inquiries and concerns fostering trust, which strengthened client relationships.
  • Analyzed billing processes, recommending solutions to streamline operations.
  • Evaluated billing and enrollment workflows, identifying inefficiencies that resulted in measurable improvements in operational performance.
  • Fostered strong partnerships with internal teams to implement process enhancements, driving substantial growth in data entry efficiency.
  • Maintained a comprehensive database for PPO billing data analysis, ensuring accurate tracking and reporting aligned with compliance standards.

Medicare Customer Service Rep

Pearson's Government Solutions
11.2005 - 09.2006
  • Demonstrated exceptional interpersonal skills, effectively addressing customer concerns and enhancing overall satisfaction with Medicare plans.
  • Fostered strong relationships with brokers, enhancing communication channels and leading to improved response times.
  • Identified up sell opportunities, driving revenue growth.
  • Gathered feedback for product development, improving plans.
  • Ensured compliance with Medicare regulations, elevating service.
  • Analyzed customer inquiries to identify trends, enabling proactive solutions that significantly improved service efficiency.

Pediatric Surgery Office Assistant

Medical College of Virginia
08.2001 - 11.2005
  • Prepared surgical rooms, ensuring readiness and equipment availability for pediatric procedures.
  • Managed patient billing, verifying insurance and resolving outstanding balances efficiently.
  • Scheduled medical imaging, ensuring timely availability for pediatric surgical assessments.
  • Organized medical supplies, maintaining inventory to support uninterrupted surgical operations.

Education

Pre-Nursing -

John Tyler Community College
05.2016

Diploma - undefined

Prince George High School
01.1998

Skills

  • Remote Customer Service
  • Detail-Oriented
  • Active listening
  • Critical thinking
  • Professional telephone demeanor
  • Conflict resolution
  • Microsoft outlook
  • Relationship building
  • Computer proficiency
  • Payment processing
  • Scheduling
  • Microsoft Excel
  • Paperwork processing
  • Account updating
  • Filing
  • Order fulfillment
  • Delivery scheduling
  • Microsoft PowerPoint
  • Escalation management
  • Email Support
  • Time Management
  • Call Documentation
  • Microsoft Office
  • Risk Assessment
  • Data Analysis
  • Conflict Management
  • Fraud Detection and Prevention
  • Proactive Communication
  • Claims
  • Medical Terminology
  • Data Entry
  • Creative Problem Solving
  • General Customer Service
  • CRM software
  • Call center experience
  • Customer focus
  • Complaint handling

Languages

English
Spanish

Timeline

REMOTE CSR Tier 1

Vecra Inc.
01.2024 - Current

Fraud Coordinator

Capital One
08.2013 - 11.2023

PPO Billing and Enrollment CSR

Anthem Blue Cross Blue Shield WellPoint
10.2006 - 08.2012

Medicare Customer Service Rep

Pearson's Government Solutions
11.2005 - 09.2006

Pediatric Surgery Office Assistant

Medical College of Virginia
08.2001 - 11.2005

Diploma - undefined

Prince George High School

Pre-Nursing -

John Tyler Community College

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Chenniek Crockett