Charnel Fairley
Griffith
Summary
Qualified Customer Service Representative with 18 years in fast-paced customer service and call center environments. Personable and professional under pressure. Caring and skilled group therapist passionate about positively impacting people and helping clients by providing tailored support. Familiar with benefit programs and always looking for ways to improve personalize assistance. Well-organized and resourceful with detail-oriented and conscientious approach.
Overview
8
8
years of professional experience
Work History
Family Case Manager
Department Of Child Services
01.2023 - Current
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Coordinated individual referrals to obtain community services, advocate for client needs and resolve roadblocks.
- Assessed community needs and identified resources for social and community service programs.
- Monitored program performance and outcomes for successful delivery of services.
Family Consultant
Lifeline Youth And Family Services
04.2022 - 12.2022
- Collaborated with families to assist in growth, development and education to increase potential.
- Visited homes of families and maintained appropriate contact as directed by agency procedures.
- Identified available community resources and programs for families of disabled children.
- Observed security measures to maintain confidentiality and restrict access by unauthorized individuals.
- Documented data and completed accurate updates to case records.
- Interviewed individuals and families to assess needs and provide informational resources.
- Helped clients develop new coping mechanisms and techniques to drive behavior modification.
- Formulated treatment plan strategies with multidisciplinary teams to provide comprehensive and continuous care plan.
State Eligibility Consultant
Indiana Family & Social Services Administration
11.2020 - 04.2022
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Managed processing of SNAP benefits applications.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Communicated with people from various cultures and backgrounds on application process.
- Interviewed applicants and explained scope of different available benefits.
Eligibility Specialist
Knowledge Services/Indiana Family & Social Service
02.2020 - 11.2020
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Communicated with people from various cultures and backgrounds on application process.
- Inputted all gathered information and researched data on applicants into computer system using IEDSS.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Interviewed applicants and explained scope of different available benefits.
Concierge Specialist
CIBT Visas
11.2018 - 02.2020
- Maintained regular contact with clients and identified opportunities to deliver added value to client relationships
- Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy
- Processed payments via credit and debit cards and handled all sensitive information with professionalism and discreteness
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
Loan Officer
Acceptance Solutions Group
05.2018 - 10.2019
- Recommended loan approvals and denials based on customer loan application reviews
- Reviewed and edited loan agreements to ensure accuracy
- Maintained strict confidentiality of bank records and client information
- Compiled database of loan applicants' credit histories, corporate financial statements and other financial information
- Successfully closed an average of 150 loans per month
- Developed prospects for new loans by conducting 500 cold calls weekly
- Submitted loan applications to the underwriter for verification and recommendations
Customer Service Representative
BY FAITH! Incorporated
11.2015 - 05.2019
- Answered an average of 100 calls per day for Cross Country Home Services and Road America by addressing customer inquiries, solving problems and providing new policy information
- Cross Country Home service maintained 90% better Commitment Adherence process calls consistently with an average handle time of the required 550 seconds or less. Maintaining an 85% Commitment adherence which is above the contracted 75%
- Road America maintained a 90% Commitment Adherence. Maintained average handle time of 600 seconds or less and was able to send dispatch out to stranded motorist 60% of the time while on the phone with the customer. My Quality Assurance Scores averaged 88% which is well above minimum standard of 75%
Education
Master of Science - Psychology of Addiction
Purdue University
West Lafayette, IN10.2024
Bachelor of Applied Science - Psychology Addiction
Purdue University Global
Hammond, IN01.2022
Associate of Applied Science - Medical Billing and Coding
Westwood College - Los Angeles
Los Angeles, CA2015
Skills
- MS Windows proficient
- Exceptional communication skills
- Quick learner
- Medical terminology knowledge
- Active listening skills
- Detail-oriented
- Goal-oriented
- Positive and friendly
- Computer literate
- Motivated team player
- Resource information
- Applicant engagement
- Documentation and paperwork
- Program knowledge
Volunteer Work
12 years of experience in counseling at Christ Temple Apostolic Faith Church
3 years of experience in providing group therapy at the Women’s Treatment Center and Harriet Tubman Shelter
10 years of outreach experience
Timeline
Family Case Manager
Department Of Child Services
01.2023 - Current
Family Consultant
Lifeline Youth And Family Services
04.2022 - 12.2022
State Eligibility Consultant
Indiana Family & Social Services Administration
11.2020 - 04.2022
Eligibility Specialist
Knowledge Services/Indiana Family & Social Service
02.2020 - 11.2020
Concierge Specialist
CIBT Visas
11.2018 - 02.2020
Loan Officer
Acceptance Solutions Group
05.2018 - 10.2019
Customer Service Representative
BY FAITH! Incorporated
11.2015 - 05.2019
Master of Science - Psychology of Addiction
Purdue University
Bachelor of Applied Science - Psychology Addiction
Purdue University Global
Associate of Applied Science - Medical Billing and Coding
Westwood College - Los Angeles
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