Customer Care Service

SANDRA BREHM

************@*****.*** 614-***-**** Columbus, OH LinkedIn

Dynamic and compassionate CUSTOMER CARE ADVOCATE with a proven track record of providing exceptional service and resolving issues efficiently. Adept at actively listening and identifying client needs to develop customized solutions and offer valuable product information. Recognized for consistently meeting and exceeding performance metrics. Trusted problem solver, resolving complex customer issues to maximize customer satisfaction and support organizational goals.

AREAS OF EXPERTISE

Customer Service & Satisfaction Interpersonal Communication Time Management

Complaint Management & Problem Escalation Call Center Operations Problem Solving

Customer Service Software Relationship Building Call Volume Goals & Tracking

Conflict Resolution Data Entry & Database Management Teamwork

PROFESSIONAL EXPERIENCE

BREAD FINANCIAL SERVICES Columbus, OH 2013-2024

Customer Care Advocate

Fielded and processed inbound digital and traditional customer inquiries, providing accurate information regarding financial services. Assessed and identified client needs through active listening, developing customized solutions and leveraging product service expertise to provide valuable information about accounts, billing, and loan details. Managed high call and chat volumes while delivering exceptional service, resolving issues efficiently, and maintaining customer satisfaction.

Consistently achieved monthly bonus goals within 2 months, actively listening, creating supervisor-informed checklist, and continuously improving call performance.

Exceeded expectations and promoted to advocate in 1 year, consistently meeting and exceeding all performance metrics, earning selective top performer work from home opportunity.

CARESTAR Warren, OH 2010-2013

Independent Home Healthcare Provider

Delivered personalized, compassionate care to clients in their homes, ensuring adherence to individualized care plans tailored to specific medical and personal needs. Ensured a safe and comfortable environment by performing light housekeeping, meal preparation, and managing any necessary transportation for appointments. Developed strong, trusting relationships with clients and their families, offering emotional support and promoting independence and dignity.

Revitalized client's motivation and confidence, implementing daily and monthly planners and achievable goals, resulting in 100% appointment attendance and strengthened organization reputation within 6 months.

Empowered paraplegic client by obtaining personal vehicle equipped with hand controls, ensuring independence and improved quality of life.

ADDITIONAL EXPERIENCE

GLOBAL CONTACT SERVICES Lancaster, OH

Customer Care Representative

Maintained high levels of customer satisfaction by addressing concerns, troubleshooting issues, and offering effective solutions in real-time.

Collaborated across teams to effectively escalate complex issues, driving continuous service quality and customer satisfaction improvement.

SALVATION ARMY ADULT DAY CARE SERVICES Lancaster, OH

Activity Therapy Assistant

Led group and one-on-one activities such as arts and crafts, exercise sessions, and engaging games, enhancing participant mental and physical well-being.

Monitored activities to ensure client safety, providing individualized support and encouragement.

Fostered positive and inclusive environments, encouraging community-building activities and empowering independence.

EDUCATION

Activity Therapy Certificate Fairfield Career Center Carroll, OH

Diploma Teays Valley High School Asheville, OH

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