CHAUNCEY BURNS
Columbia ,CA
Summary
Empathetic Customer Advocate Representative known for high productivity and efficient task completion. Possess specialized skills in conflict resolution, customer relationship management, and communication strategies. Excel in leveraging active listening, patience, and empathy to resolve customer issues effectively and enhance satisfaction. Commitment to maintaining positive customer experiences drives success in fast-paced environments.
Overview
18
18
years of professional experience
Work History
Customer Advocate Representative
Bluecross Blueshield Of South Carolina
Columbia, SC
06.2026 - Current
- Coordinated with the pharmacy benefits team to clarify coverage limits, cutting prior-authorization delays for members.
- Reduced average hold time by restructuring call triage scripts and prioritizing urgent claims.
- Negotiated payment arrangements with members and third parties to recover outstanding balances while preserving coverage.
- Compiled daily KPI dashboards in Excel tracking call volume, resolution rates, and escalation trends for managers.
- Developed quick-reference guide for complex benefits questions, reducing supervisor escalations and enhancing customer support.
- Facilitated one-on-one coaching sessions with call recordings, improving adherence to scripts and empathy techniques among team members.
- Audited denied claim files weekly, identifying recurring coding "A" patterns and recommending corrective actions to improve claims processing.
Community Engagement Coordinator
Francis Burns United Methodist Church
Columbia, SC
05.2026 - 07.2026
- Coordinated weekly food distribution routes, ensuring timely deliveries to homebound clients.
- Secured donated produce from local farms through outreach calls and scheduled collection pickups.
- Piloted appointment-based pickup system that shortened average client wait times during distributions.
- Secured donated produce from local farms, enhancing food availability for clients through outreach calls and collection pickups.
- Analyzed weekly demand patterns and adjusted ordering to match client meal preferences and supply.
- Piloted appointment-based pickup system, improving client experience by reducing wait times during distributions.
Help Desk Support Analyst (Remote)
Spectrum
Columbia, SC
11.2025 - 04.2026
- Provided remote support through the ticketing system, ensuring timely responses to customer inquiries.
- Delivered remote support via ticketing system, achieving timely resolution of customer inquiries.
- Collaborated with IT teams to implement new software solutions, streamlining workflow processes.
- Managed priority escalations effectively, maintaining communication with clients throughout resolution processes.
- Analyzed recurring technical problems, contributing to the development of knowledge base articles for future reference.
- Collaborated with IT teams to, implement new software solutions, improving workflow efficiency.
- Fostered strong relationships with clients through effective communication and empathetic support for their technical challenges.
Senior Customer Support Coordinator (Remote)
Randstad
Columbia, SC
01.2023 - 10.2025
- Led customer support initiatives, enhancing service quality and response times.
- Mentored team members in customer engagement and issue resolution, fostering a culture of excellence.
- Streamlined communication processes between departments to resolve customer inquiries swiftly.
- Analyzed customer feedback to identify trends, informing strategic improvements in support services.
- Analyzed customer feedback to identify trends, driving improvements in support services.
- Resolved customer inquiries and issues promptly, contributing to higher levels of customer satisfaction.
- Contributed to the development of internal knowledge base articles for common customer queries and troubleshooting tips.
Customer Loyalty Specialist
Sam's Club
Columbia, SC
08.2022 - 12.2022
- Revitalized loyalty program communications through segmented email campaigns, increasing repeat visits from VIPs.
- Improved member retention by redesigning renewal reminders using personalized email triggers.
- Resolved escalated customer complaints via phone and CRM, restoring account standing and repeat purchases.
- Redesigned renewal reminders with personalized email triggers, enhancing member retention.
- Corrected membership billing errors in collaboration with operations, restoring accounts and preventing chargebacks.
- Produced weekly retention reports in Excel and Tableau highlighting churn patterns for the marketing team.
Technical Support Team Manager
Amazon Fulfillment Distribution Center
West Columbia, SC
03.2016 - 06.2022
- Piloted knowledge-base tagging system, reducing agent search time for troubleshooting articles.
- Investigated recurring ticket categories and documented root causes, thereby decreasing repeat contacts for agents.
- Investigated recurring ticket categories and documented root causes to reduce repeat contacts for agents.
- Piloted a knowledge-base tagging system that shortened agent search time for troubleshooting articles.
- Scheduled and tracked agent certifications on product updates, maintaining documented competency records.
- Built shift-level performance dashboards in Excel that highlighted response-time outliers for managers.
Customer Insight Analyst
Brandsmart USA
Atlanta, GA
10.2014 - 02.2016
- Analyzed transactional and support logs to identify churn triggers, recommending prioritization to enhance retention strategies.
- Developed standardized churn definitions and reporting templates, minimizing analyst variance in monthly reports for consistent insights.
- Partnered with email marketing to design win-back campaigns for lapsed customers based on behavior signals.
- Created standardized churn definitions and reporting templates that reduced analyst variance in monthly reports.
- Presented segmented churn narratives to product teams, prompting three feature backlog items for testing.
- Mapped customer journey touchpoints using support tickets, streamlining processes to reduce repeat contact for billing issues.
Client Success Specialist
Club Demonstration Services (Costco)
Atlanta, GA
05.2013 - 09.2014
- Led live product walkthroughs for client teams, improving feature adoption and reducing basic support inquiries.
- Managed client onboarding checklists and scheduled kickoffs that clarified timelines and next steps for new accounts.
- Drafted client-facing guides and email templates to reduce repetitive clarification requests during setup.
- Monitored support queues to identify repeat requests and recommended documentation topics, resulting in fewer repeat inquiries.
- Monitored support queues to identify repeat requests and recommend documentation topics to reduce repeats.
- Piloted client feedback survey to identify feature gaps and inform product backlog items.
- Audited client configurations against onboarding standards and corrected mismatches before launch.
Customer Relations Representative
Comcast
Atlanta, GA
04.2011 - 04.2013
- Resolved customer technical issues and restored service availability for Comcast subscribers within SLA windows.
- Coordinated carrier escalations and scheduled technician dispatches, reducing repeat truck rolls for subscribers.
- Customized troubleshooting scripts in Bash to standardize diagnostics across support tiers and cut triage time.
- Documented reproducible troubleshooting steps in the ticketing system, shortening resolution handoff time.
- Coordinated network ops to map incident patterns and schedule maintenance windows that minimize customer downtime.
- Logged incident trends in ticketing system and flagged recurring hardware failures for vendor replacement.
Communications Specialist
ACU Call Center
Atlanta, GA
06.2010 - 03.2011
- Resolved high-priority client escalations via phone and email, restoring accounts and preventing churn.
- Resolved inbound client inquiries via phone and email, closing 95% of tickets within SLA windows.
- Reduced average response time by implementing a priority- tagging system within the ticket queue.
- Conducted weekly client check-in calls to identify service gaps and recommend targeted account adjustments.
- Developed client health scorecards in Excel to identify at-risk accounts and streamline outreach efforts.
- Documented escalation procedures and handoff steps that reduced repeated inquiries from the same clients.
Part-Time Sales Advisor Specialist
Sony Style
Atlanta, GA
03.2009 - 05.2010
- Proactively reaching out to prospective buyers, following up on inquiries, and nurturing a steady sales pipeline.
- Assessing customer needs and matching them with the exact products or services that fit their requirements and budget.
- Proactively reached out to prospective buyers, followed up on inquiries, and nurtured a steady sales pipeline to enhance customer engagement.
- Cultivated long-term client loyalty, generating repeat business and valuable referrals through personalized service.
- Addressing customer complaints, resolving issues promptly, and ensuring high satisfaction from initial contact to post-purchase support.
- Addressed customer complaints and resolved issues promptly, ensuring high satisfaction from initial contact to post-purchase support.
Education
Bachelor of Arts - Communications
Benedict College
Columbia, SCAssociate of Arts -
Clark Atlanta University
Atlanta, GASkills
- Customer Support
- Customer Engagement
- Client Satisfaction
- Customer Insights
- Service Improvement
- Effective Communication
- Conflict Resolution
- Problem Solving
- Reliability
- Results-Oriented Focus
- Team Collaboration
- Teamwork
- Time Management
- Adaptability
- Flexibility
- Consistency
Key Achievements
Efficiency Focus
- Improved first-call resolution rate by 15% by combining active listening with in-depth product knowledge, decreasing ticket escalation times.
Feedback Implementation
- Analyzed customer surveys and feedback to identify operational bottlenecks, decreasing subsequent rework and complaints by 25%.
Increased Customer Retention
- Boosted client retention by 30% resolving escalated complaints and streamlining the service recovery process.
Timeline
Customer Advocate Representative
Bluecross Blueshield Of South Carolina
06.2026 - Current
Community Engagement Coordinator
Francis Burns United Methodist Church
05.2026 - 07.2026
Help Desk Support Analyst (Remote)
Spectrum
11.2025 - 04.2026
Senior Customer Support Coordinator (Remote)
Randstad
01.2023 - 10.2025
Customer Loyalty Specialist
Sam's Club
08.2022 - 12.2022
Technical Support Team Manager
Amazon Fulfillment Distribution Center
03.2016 - 06.2022
Customer Insight Analyst
Brandsmart USA
10.2014 - 02.2016
Client Success Specialist
Club Demonstration Services (Costco)
05.2013 - 09.2014
Customer Relations Representative
Comcast
04.2011 - 04.2013
Communications Specialist
ACU Call Center
06.2010 - 03.2011
Part-Time Sales Advisor Specialist
Sony Style
03.2009 - 05.2010
Bachelor of Arts - Communications
Benedict College
Associate of Arts -
Clark Atlanta University