Sandra Chamberlain
Utica
Summary
Customer care professional with extensive experience in enhancing customer service operations. Expertise in identifying and resolving issues to boost customer satisfaction and loyalty. Strong focus on team collaboration and adaptability to evolving needs. Demonstrated leadership, communication, and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Lead Customer Care Associate
Speedway Gas Station
08.2017 - 04.2019
- Launched new initiatives to streamline processes, resulting in increased efficiency for the entire team.
- Ensured compliance with all relevant regulations by regularly updating the team on policy changes and updates.
- Championed process improvements through active participation in company-wide projects aimed at enhancing overall service delivery.
- Mentored new hires, fostering a supportive team environment that encouraged personal growth and professional development.
- Participated in regular performance evaluations, identifying areas for growth while celebrating accomplishments.
Appointment Setter
Assurance LLC
09.2016 - 10.2017
- Set appointments with salespeople and potential customers.
- Provided potential customers with information about upcoming promotions and events to acquire interest in scheduling appointment.
- Prioritized tasks efficiently to ensure all daily call quotas were met or exceeded without compromising quality of service.
- Answered phone calls and answered questions from potential customers.
Customer Service Representative
Cloud Ten
02.2010 - 04.2012
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Workers' Comp Collection Specialist
ACS
09.2008 - 01.2010
- Provided exceptional customer service while resolving disputes, resulting in improved customer satisfaction ratings for the department.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
- Maintained high volume of calls and met demands of busy and productive group.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Achieved timely resolution of delinquent accounts by maintaining open communication lines with clients and diligently following up on payment promises.
Education
Associate of Applied Science - Medical Reimbursement And Coding
Bryant And Stratton
Orchard Park04-2026
Skills
- Call center experience
- Escalation handling
- CRM software
- Customer service
- Multitasking and organization
- Time management
- Inbound customer service
- Phone etiquette
- Quality assurance
Timeline
Lead Customer Care Associate
Speedway Gas Station
08.2017 - 04.2019
Appointment Setter
Assurance LLC
09.2016 - 10.2017
Customer Service Representative
Cloud Ten
02.2010 - 04.2012
Workers' Comp Collection Specialist
ACS
09.2008 - 01.2010
Associate of Applied Science - Medical Reimbursement And Coding
Bryant And Stratton
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