Chelsea Harrison
Virginia Beach,VA
Summary
Highly ambitious Operations Specialist, with over 10 years’ combined experience in: loss mitigations, customer service, customer research, compliance, reporting, and data entry. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy, while working under pressure.
Overview
10
10
years of professional experience
Work History
Data Network Specialist
Elevance Health
09.2017 - 10.2023
- Maintained provider information, while working in production setting, processing 20 claims per hour, and applying accurate information into provider databases, while implementing business rules to each database.
- Developed comprehensive documentation for network configurations, procedures, and protocols, facilitating knowledge sharing among team members.
- Streamlined internal processes through automation initiatives resulting in increased efficiency across departments.
- Reported accurate and timely maintenance of provider information on claims and provider
databases. - Completed synchronization of data among multiple claims systems and application of business rules as applied to each database.
- Validated data to be housed on provider databases. Ensuring adherence to business and system requirements, as it pertains to contracting, network management and credentialing.
- Increased efficiency in report generation by automating repetitive tasks and optimizing database queries.
Default Compliance and Reporting Specialist
Loan Care LLC
09.2016 - 09.2017
- Collaborated daily with cross-functional teams to gather data requirements, ensuring timely delivery of accurate reports to investors (FHLMC, VA).
- Consistently met strict deadlines, delivering high-quality reports under tight time constraints.
- Created user-friendly Microsoft Excel demographics to provide visualizations, enabling investor (FHLMC, VA), to easily interpret complex data sets.
- Conducted thorough investigations for data validation and reconciliation exercises, ensuring highest level of accuracy in all reports produced.
- Leveraged advanced Excel functions and formulas to manipulate large data sets, improving overall reporting speed and efficiency.
- Performed ad-hoc analysis as needed, supporting various departments with specific reporting needs.
- Served as subject matter expert on internal reporting practices, providing guidance and recommendations to colleagues throughout organization.
- Streamlined interdepartmental communication through effective collaboration with other analysts.
- Trained colleagues on best practices for reporting, improving overall team efficiency and performance.
- Liaised with senior leadership to identify data needs and interpret existing data for consideration.
- Collected, researched, and analyzed default data, breach, and state specific Collection letter
processes.
Customer Research & Investigator Specialist
Loan Care LLC
11.2014 - 09.2016
- Enhanced customer satisfaction by promptly addressing and resolving complex issues.
- Streamlined internal processes for improved efficiency and quicker response times to 15 customer inquiries per day.
- Analyzed customer feedback data to drive continuous improvements in products and services offered.
- Established strong relationships with key clients through proactive communication and problem-solving skills.
- Served as escalation point for high-priority or sensitive cases, ensuring timely resolution and increased client satisfaction levels.
- Performed high-quality research and analysis to deliver actionable recommendations, while maintaining production goals.
- Provided external and internal customers with requested information.
- Conducted primary and secondary research to better understand customer needs and behaviors.
- Researched, analyzed, and resolved investigations for customer payment disputes and recoupment.
- Processed payoff requests and financial reports.
- Obtained documents, certificates and approvals from local, state and federal agencies.
- Completed research and thorough investigations by working directly with internal departments, clients, and management to achieve resolution to
borrowers inquiry/complaint.
Customer Service Representative
Loan Care LLC
06.2013 - 11.2014
- Enhanced customer satisfaction by promptly addressing concerns, and providing accurate information for one time call resolution.
- Streamlined call center processes for improved efficiency and reduced wait times, while excelling in production metrix.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online payments, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers, and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Updated account information to maintain customer records.
Education
Bachelor of Science - Major:Human Services Minor: Criminal Justice
Old Dominion University
Norfolk, VA12.2020
Associate of Science -
Tidewater Community College
Norfolk, VA12.2015
High School Diploma -
Deep Creek High School
Chesapeake, VA06.2007
Skills
- Citrix XenApp
- Oracle Programming
- VPN Configurations
- Data Synchronization
- Remote Access Support
- Production Work
- Self Starter
- Data management
- Process implementation
- Conflict resolution
- Ability to type 70 words per minute
- Microsoft Office Applications
- Right Fax & Scanning
- Facets
- FIS Workflow Manager/ Macess
- SQL Server Management Studio
Timeline
Data Network Specialist
Elevance Health
09.2017 - 10.2023
Default Compliance and Reporting Specialist
Loan Care LLC
09.2016 - 09.2017
Customer Research & Investigator Specialist
Loan Care LLC
11.2014 - 09.2016
Customer Service Representative
Loan Care LLC
06.2013 - 11.2014
Bachelor of Science - Major:Human Services Minor: Criminal Justice
Old Dominion University
Associate of Science -
Tidewater Community College
High School Diploma -
Deep Creek High School
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