Sherry Chevelle Chambliss-Dennis

Results-driven professional with expertise in Customer Service, Credit and Collections, and Risk Assessment. Proven track record in managing delinquency and optimizing accounts receivable processes in high-volume call center environments. Strong knowledge of HIPAA, FDCPA, and compliance regulations, complemented by exceptional analytical and negotiation skills. Adept at leading teams and collaborating effectively to drive impactful results.

• - Transformed customer service strategies through comprehensive research and feedback analysis, reducing customer complaints by 30%.
• - Leveraged social media to interact with customers and resolve their issues promptly, increasing customer satisfaction levels by 20%.
• - Boosted team performance by fostering a collaborative environment, increasing employee satisfaction rates from 70% to 95%.
• - Implemented CRM best practices to enhance customer handling procedures, resulting in a 15% rise in repeat customer business.
• - Led team meetings and training sessions.
• - Employed strategic CRM initiatives to align with customer demands, leading to a 10% increase in customer acquisition.
• - Conducted performance reviews.
• - Dedicated time to customer interactions to understand and resolve grievances effectively, resulting in a 20% decrease in customer wait times.
• - Successfully led a team of 20 collection and customer service agents.
• - Resolved an average of 200+ complex customer issues per week using Zendesk.
• - Collaborated with cross-functional teams to find win-win solutions and improve customer experience.
• - Created a new escalation process that reduced average handle time by 15% through coaching and process improvements, while maintaining high quality scores.