Summary
Overview
Work History
Education
Skills
Languages
Timeline
Receptionist

Sandra Brehm

Columbus,OH

Summary

Dynamic Customer Care Advocate with Bread Financial, recognized for enhancing customer satisfaction through effective complaint resolution and active listening. Proven ability to exceed performance metrics while fostering trust and loyalty. Skilled in technical troubleshooting and adept at multitasking, ensuring seamless support and engagement in high-pressure environments.

Customer service professional equipped with strong background in client relations and problem-solving. Skilled in active listening, effective communication, and conflict resolution to ensure customer satisfaction. Known for strong team collaboration, adaptability, and reliability in meeting evolving demands. Consistently delivers results through empathy, patience, and solutions-focused approach.

Successful Customer Care Advocate with 14 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.

Overview

17
17
years of professional experience

Work History

Customer Care Advocate

Bread Financial
05.2013 - 01.2025
  • Built rapport with customers through personalized interactions, increasing their trust in the company's services.
  • Worked closely with other departments when necessary to address interrelated concerns affecting customer experience.
  • Consistently exceeded performance metrics while maintaining a focus on providing excellent customer support.
  • Assisted call-in customers with questions and concerns
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained high levels of customer retention with proactive outreach initiatives.
  • Enhanced company reputation through exceptional customer service and follow-up on inquiries.
  • Improved customer satisfaction by addressing and resolving complaints efficiently.

Independent Home Healthcare Provider

Carestar
12.2010 - 03.2013
  • Provided timely and accurate documentation of patient care, ensuring compliance with regulatory standards.
  • Participated in quality and safety initiatives aimed at reducing adverse events, improving patient outcomes, and fostering a culture of accountability within the organization.
  • Increased patient engagement through educational initiatives, empowering individuals to take an active role in their health management.
  • Administered medications and treatments as prescribed by physicians.
  • Streamlined patient scheduling to optimize appointment availability and resource allocation.
  • Monitored and recorded patient progress, prompting timely and appropriate interventions.

Customer Care Representative

Global Contact Services
05.2008 - 07.2010
  • Managed high call volume with exceptional professionalism and efficiency.
  • Maintained a high level of product knowledge to provide accurate information and support to customers.
  • Streamlined call response times for improved customer experience through effective communication techniques.
  • Contributed to team success, consistently achieving call center performance metrics.
  • Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
  • Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Activity Assistant

Salvation Army Adult Daycare Center
12.2007 - 05.2008
  • Managed activity calendar, ensuring diverse options catered to a wide range of interests and abilities.
  • Conducted sensory stimulation activities for memory care patients, improving mood regulation and reducing agitation incidents.
  • Coordinated special events to celebrate holidays, birthdays, or other milestones that fostered a sense of community within the residence.
  • Boosted social interaction among residents through the organization of group events and outings.
  • Promoted mental fitness by facilitating trivia games and puzzles that challenged cognitive abilities while encouraging socialization among peers.
  • Enhanced resident engagement by developing and implementing creative activities tailored to individual needs.
  • Provided emotional support and companionship to improve quality of life for residents.
  • Provided clear instruction to activity and program participants to deliver fun and maintain safety.
  • Kept track of allergies and dietary restrictions, verifying correct meals and snacks were given to clients.

Education

High School Diploma -

Teays Valley High School
Ashville, OH
06-1991

Secondary Certificate of Completion - Activity Therapy

Fairfield Career Center
Carroll, OH
05-1991

Skills

  • Call center experience and Customer Service
  • Active learning
  • Complaint handling
  • Dispute resolution
  • Multitasking and organization
  • Active listening and Empathy Display
  • Inbound customer service
  • Problem resolution
  • Phone etiquette
  • First call resolution
  • Technical troubleshooting

Languages

English
Native or Bilingual

Timeline

Customer Care Advocate

Bread Financial
05.2013 - 01.2025

Independent Home Healthcare Provider

Carestar
12.2010 - 03.2013

Customer Care Representative

Global Contact Services
05.2008 - 07.2010

Activity Assistant

Salvation Army Adult Daycare Center
12.2007 - 05.2008

High School Diploma -

Teays Valley High School

Secondary Certificate of Completion - Activity Therapy

Fairfield Career Center

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Sandra Brehm