Summary
Overview
Work History
Education
Skills
Timeline
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Chelsea Chapman

Administrative & Customer Experience Specialist
San Antonio

Summary

Customer service professional ready to contribute expertise in resolving customer issues and enhancing satisfaction. Proven success in managing high-volume inquiries and providing effective solutions. Known for strong team collaboration and adaptability to changing needs, with excellent communication and problem-solving skills.

Overview

3
3
years of professional experience
2013
2013
years of post-secondary education

Work History

Customer Solutions Representative

Spectrum
02.2025 - 06.2025
  • Delivered frontline support by verifying accounts, managing address transfers, and ensuring service continuity for relocating customers.
  • Upsold new services and product bundles based on customer insights and needs, contributing to retention and revenue growth.
  • Troubleshot technical and account-related issues with accuracy and empathy, restoring service and resolving escalations swiftly.
  • Maintained detailed, real-time account updates across crm and billing systems to ensure compliance and data integrity.
  • Increased customer satisfaction by clearly explaining billing changes, service adjustments, and feature enhancements.
  • Acted as a liaison between departments to resolve cross-functional service issues, promoting seamless support delivery.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Handled high-volume calls while maintaining professionalism and courtesy, contributing to a positive work environment.

Customer Service Representative

UIG Group
09.2024 - 11.2024
  • Facilitated annual survey completion for united healthcare patients, a key step in medical equipment authorization and compliance.
  • Delivered culturally competent support by coordinating interpreters for multilingual clients.
  • Processed healthcare-related inquiries with a high level of discretion and accuracy, ensuring hipaa-compliant service delivery.
  • Assisted patients in navigating complex documentation and insurance processes, reducing delays in care and device delivery.
  • Flagged recurring issues in documentation workflows, contributing to internal process improvement recommendations.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Customer Service Representative

CGI Federal
04.2024 - 06.2024
  • Supported credentialing for medical staff by verifying licenses, resetting secure credentials, and processing hospital onboarding requests.
  • Reduced resolution time by 20% through proactive communication and process streamlining.
  • Maintained composure and efficiency while handling 70+ calls per day across multi-system platforms.
  • Utilized crm and credentialing software to document all communication and follow-ups, ensuring regulatory accuracy.
  • Acted as a cross-functional point of contact for hospitals, recruiters, and providers, accelerating credentialing timelines.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.

Customer Service Representative /Billing and Collections Specialist

Ultimate Staffing
02.2024 - 04.2024
  • Managed sensitive court-related collections, receiving and processing payments for traffic tickets, toll violations, and court fees across multiple jurisdictions.
  • Conducted both inbound and outbound calls to establish payment arrangements and encourage account resolution.
  • Demonstrated active listening and negotiation skills to assist debtors in understanding legal obligations and resolving outstanding balances.
  • Scheduled court appearances and reviewed citations in detail, providing guidance and clarity on next steps.
  • Maintained a 90% compliance rate with internal quality and security standards while processing high-volume financial transactions.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Customer Service Representative

I2c Inc.
03.2022 - 11.2023
  • Authenticated callers using multi-factor verification methods, safeguarding client accounts against fraud and unauthorized access.
  • Handled high-stakes escalations involving disputed charges, lost/stolen cards, and payment discrepancies with professionalism and urgency.
  • Documented all interactions in crm systems with precision to support quality audits and ensure service traceability.
  • Supported financial literacy by walking cardholders through billing statements, chargebacks, and account activity.
  • Maintained kpi targets including call handling time, resolution rates, and client satisfaction scores within top tier of team performance.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Education

Diploma -

Macarthur High School
San Antonio, TX

Skills

Organization

Client retention strategies

Goal setting and achievement

Call center experience

Problem-solving skills

Customer service

Microsoft office

Data entry

Multitasking

Timeline

Customer Solutions Representative

Spectrum
02.2025 - 06.2025

Customer Service Representative

UIG Group
09.2024 - 11.2024

Customer Service Representative

CGI Federal
04.2024 - 06.2024

Customer Service Representative /Billing and Collections Specialist

Ultimate Staffing
02.2024 - 04.2024

Customer Service Representative

I2c Inc.
03.2022 - 11.2023

Diploma -

Macarthur High School

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