Chineka Hargrove

Experienced operations and escalation leader with over a decade in customer service, process improvement, and team leadership within high-volume, compliance-driven environments. Proven ability to drive operational excellence, manage escalations, and collaborate across functions to deliver business solutions. Strong analytical thinker with a focus on data-driven decision-making, system optimization, and stakeholder communication.

Seeking to leverage these skills as a Business Consultant supporting EDI and eligibility data operations.

Customer Service Representative - Dominion Energy - Remote

(2022-01 - 2024-01)

Managed and resolved complex customer issues, escalating when appropriate to ensure compliance and satisfaction.

• Used CRM tools to analyze trends, resulting in streamlined processes and improved resolution times.
• Collaborated with internal teams to address technical and billing issues, driving operational improvements.
• Documented recurring technical issues and process gaps, resulting in better training and service flow.
• Analyzed trends in customer feedback to drive process improvements.

Customer Service Representative - Qualfon / DTE Energy - Remote

(2020-01 - 2022-01)

• Handled high-volume inquiries on billing and service issues for utility clients, improving customer retention rates.
• Partnered with team leads and SMEs to develop new scripting and resolution paths for complex cases.
• Developed familiarity with system flows and business logic surrounding eligibility and account access.

Store Manager - Allied Cash Advance

(2016-01 - 2018-01)

• Managed daily branch operations including financial reconciliation, reporting, and compliance monitoring.
• Trained and developed staff to meet customer satisfaction KPIs and revenue goals.
• Gained experience managing team productivity data and sales metrics.

Collections Operations Manager - PRA Group

(2010-01 - 2015-01)

• Led team operations in collections, ensuring adherence to federal and state regulations.
• Consistently exceeded monthly recovery targets through data-driven strategies and performance coaching.
• Drove process automation initiatives, improving accuracy and efficiency in collection workflows.

Bachelor of Science - Business Administration – Management - Old Dominion University (2009-12)