Santana Chambers Ellis
Troy,NY
Summary
Professional with strong background in providing exceptional service and support in customer-focused environment. Expertise in resolving inquiries, managing accounts, and fostering relationships. Known for collaborative spirit and adaptability, consistently driving team success and positive outcomes. Skilled in communication, problem-solving, and multi-tasking in fast-paced settings.
Overview
14
14
years of professional experience
Work History
Remote Member Service Representative
Capital District Physicians' Health Plan
Latham, NY
06.2023 - 02.2026
- Served as primary point of contact for members via high-volume inbound and outbound calls
- Assisted with benefits, eligibility,premium and claim-related inquiries across plan offerings
- Reviewed claim information and explained coverage details to members
- Initiated prior authorizations and coordinated with providers to support member care
- Advocated for members by contacting healthcare providers to resolve issues and obtain information
- Handled sensitive information while maintaining accurate records
- Documented all interactions thoroughly in electronic systems in accordance to policies
- Delivered professional, empathetic service to diverse member population
Personal Care Assistant
All Metro Health Care
Albany, NY
12.2024 - 02.2025
- Assisted clients with daily living activities, ensuring comfort and safety in home environments
- Built strong relationships with clients to deliver emotional support and companionship
- Maintained detailed documentation of client progress, sharing updates with family members and healthcare providers as necessary
- Assisted clients with meal planning and preparation, taking into consideration dietary restrictions and preferences for optimal nutrition
Customer Service Representative
Charter Communications, Spectrum
Schenectady, NY
06.2022 - 12.2022
- Answered inbound calls
- Resolved billing inquiries
- Processed payments, refunds and payment method updates
- Explained billing statements, products and services options
- Placed orders
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Data Entry Operator
TemPositions Group Of Companies
New York, New York
01.2021 - 03.2022
- Registered patients for COVID-19 vaccination and updated records
- Contacted patients regarding vaccine appointment
- Completed CDC vaccination cards
- Maintained accuracy and confidentiality of sensitive health information
Direct Support Professional
UNITED STAFFING SOLUTIONS
New York, New York
05.2020 - 01.2021
- Provided direct care to individuals with disabilities, ensuring safety and well-being
- Maintained detailed records of behaviors, incidents and medical information
- Supported development of independent living skills
- Built positive relationships through empathy and effective communication
Customer Service Representative
ACS Xerox
Portmore, Jamaica
04.2014 - 07.2017
- Assisted customers in navigating company website and placing online orders, improving overall user experience
- Handled inbound calls to resolve billing and service inquiries
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Front Desk Agent
Riu Palace Tropical Bay
Hanover, Jamaica
08.2012 - 02.2014
- Used internal software to process reservations, check-ins and check-outs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Educated guests on hotel security features and educated on important information regarding safety processes and procedures.
- Answered customer telephone calls promptly and appropriately handled needs.
Education
Associate of Science - Tourism And Hospitality Management
Moneague College
St Ann, Jamaica W.I.11-2012
High School Diploma -
St Catherine High
Spanish Town, Jamaica W.I.06-2009
Skills
- Data organization
- Task management expertise
- Written and Verbal Communication
- Telecommunications proficiency
- Collaborative team member
- Attentive listening
- Data entry accuracy
- Effective solution development
- Upbeat and Positive Personality
- Detail-oriented efficiency
- Courteous with Strong Service Mindset
- Credit Card Payment Processing
- Account Management
- Customer service
- Problem resolution
- Customer relationship management (CRM)
- Microsoft office
- Remote office availability
- Account updating
- Inbound call management
Timeline
Personal Care Assistant
All Metro Health Care
12.2024 - 02.2025
Remote Member Service Representative
Capital District Physicians' Health Plan
06.2023 - 02.2026
Customer Service Representative
Charter Communications, Spectrum
06.2022 - 12.2022
Data Entry Operator
TemPositions Group Of Companies
01.2021 - 03.2022
Direct Support Professional
UNITED STAFFING SOLUTIONS
05.2020 - 01.2021
Customer Service Representative
ACS Xerox
04.2014 - 07.2017
Front Desk Agent
Riu Palace Tropical Bay
08.2012 - 02.2014
Associate of Science - Tourism And Hospitality Management
Moneague College
High School Diploma -
St Catherine High