Summary
Overview
Work History
Education
Skills
Timeline
Generic

Chanerika Haggerty

Clarksville,TN

Summary

Highly skilled and dedicated Customer Service and Fraud Prevention Specialist with over 12 years of experience in call center operations, remote customer support, and financial fraud detection. Proven ability to handle high call volumes while providing exceptional service in fast-paced,virtual environments. Adept at troubleshooting complex issues, preventing fraudulent transactions,and ensuring seamless customer interactions through advanced technical support.

Overview

11
11
years of professional experience

Work History

Inbound Fraud Specialist

US Bankcorp
05.2022 - Current
  • Handle high-volume inbound calls 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

Acquisition Agent

S4 Communications / NRG Energy
04.2014 - 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
  • Train and mentored new employees on product knowledge, customer service techniques and compliance protocols
  • Maintained expert knowledge of company products and policies, ensuring accurate and efficient customer support

Education

High School Diploma -

Longview High School
Longview, TX
05-2005

Skills

  • Multi-Tasking & Time Management
  • Problem-Solving & Critical Thinking
  • Strong Communication & Active Listening
  • Microsoft Office (Word, Excel, Powerpoint)
  • CRM & Multi- System Navigation (SAP-Mainframe, CMP,Hogan Software and LEXISNEXIS) Proficiency
  • Data entry
  • Empathy& Customer Focus
  • Self-Motivated and Accountability

Timeline

Inbound Fraud Specialist

US Bankcorp
05.2022 - Current

Acquisition Agent

S4 Communications / NRG Energy
04.2014 - 05.2022

High School Diploma -

Longview High School

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Chanerika Haggerty