Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Hi, I’m

FRANCES CHAMBERS

Call Center Professional
San Tan Valley,USA

Summary

Proven track record in delivering outstanding customer service in high-pressure settings, with expertise in multitasking and effective problem resolution. Strong proficiency in MS Excel, alongside extensive experience in documentation and reporting. Aiming to utilize skills and experience to enhance team performance in a Healthcare Customer Service Representative role. Experienced with resolving customer inquiries effectively. Utilizes communication and empathy to build rapport and ensure satisfaction. Knowledge of troubleshooting and issue resolution. Diligent [Desired Position] with solid background in customer care. Adept at resolving customer issues and improving service processes. Demonstrated skills in communication and problem-solving. Customer care professional with proven history of enhancing customer satisfaction and addressing inquiries efficiently. Focused on team collaboration and achieving positive outcomes, adaptable to changing needs. Skilled in communication and conflict resolution.

Overview

20
years of professional experience

Work History

Aetna Resources, LLC

Customer Care Representative
10.2020 - 04.2025

Job overview

  • Responsible for creating and maintaining member and non member engagement in Eap benefits, programs an providing Resources.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Maintained a high level of product knowledge to provide accurate information and support to customers.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
  • Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
  • Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
  • Contributed to team success, consistently achieving call center performance metrics.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

TIVITY Health

Member Experience Representative
02.2018 - 03.2020

Job overview

  • Assisted members with account inquiries and provided detailed information regarding products and services.
  • Utilized advanced problem solving skills to identify solutions to difficult customer issues.
  • Maintained accurate records of all transactions and correspondence with members.
  • Generated ideas for new initiatives aimed at increasing customer engagement and loyalty.
  • Developed strong relationships with members by providing excellent customer service.
  • Ensured compliance with policies, procedures, and regulations related to member experience.
  • Collaborated effectively with other departments to ensure a seamless customer journey.
  • Processed member applications, updated accounts, and maintained records.
  • Provided excellent customer service by assisting, responding to, and resolving customer inquiries.
  • Handled sensitive and confidential information with discretion to maintain department security.

Wells Fargo & Company

Inbound Call Center Sales Representative
03.2011 - 02.2012

Job overview

  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Resolved customer complaints efficiently, ensuring a positive experience and fostering long-term relationships.
  • Participated in ongoing training programs to continuously refine sales techniques and improve performance metrics.
  • Converted potential leads into sales opportunities through persuasive communication skills and strategic follow-ups with prospects.

Vemma

Inbound Call Center Representative
04.2009 - 08.2011

Job overview

  • Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.

Education

University of Phoenix
Tempe, AZ

Associate Business from Business Administration
06.1998

Mesa Community College
Mesa, AZ

Certificate in Computer Applications
06.1999

Skills

  • Attention to detail
  • Time management
  • Documentation and reporting
  • MS Excel
  • Customer service and support
  • Task management
  • Issue resolution

Customer service

Inbound customer service

Data entry

Call center experience

Problem resolution

Relationship building

Customer relations

Brand representation

Product education

First call resolution

Product knowledge

Customer relationship management

Accomplishments

  • Documented and resolved program concerns which led to creating and supporting customer loyalty.

Timeline

Customer Care Representative

Aetna Resources, LLC
10.2020 - 04.2025

Member Experience Representative

TIVITY Health
02.2018 - 03.2020

Inbound Call Center Sales Representative

Wells Fargo & Company
03.2011 - 02.2012

Inbound Call Center Representative

Vemma
04.2009 - 08.2011

Mesa Community College

Certificate in Computer Applications

University of Phoenix

Associate Business from Business Administration

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FRANCES CHAMBERSCall Center Professional