Customer Service Specialist with Problem-Solving Excellence
Resume:
Chelsea Chapman
San Antonio, TX *****
****************@*****.***
Professional Summary
Customer service professional ready to contribute expertise in resolving customer issues and enhancing satisfaction. Proven success in managing high-volume inquiries and providing effective solutions. Known for strong team collaboration and adaptability to changing needs, with excellent communication and problem-solving skills.
Authorized to work in the US for any employer
Work Experience
Customer Care Representative
SGS Consulting/ Cvs Caremark-San Antonio, TX
October 2025 to December 2025
• Provided exceptional customer service by promptly and effectively addressing customer inquiries, concerns, and complaints
• Maintained a high level of professionalism and empathy while interacting with customers to ensure a positive experience
• Resolved an average of 85 customer issues per day through active listening, problem-solving, and effective communication
Customer Solutions Representative
Spectrum-San Antonio, TX
February 2025 to June 2025
• Delivered frontline support by verifying accounts, managing address transfers, and ensuring service continuity for relocating customers.
• Upsold new services and product bundles based on customer insights and needs, contributing to retention and revenue growth.
• Troubleshoot technical and account-related issues with accuracy and empathy, restoring service and resolving escalations swiftly.
• Maintained detailed, real-time account updates across crm and billing systems to ensure compliance and data integrity.
• Increased customer satisfaction by clearly explaining billing changes, service adjustments, and feature enhancements.
• Acted as a liaison between departments to resolve cross-functional service issues, promoting seamless support delivery.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Handled high-volume calls while maintaining professionalism and courtesy, contributing to a positive work environment.
Customer Service Representative
UIG Group-San Antonio, TX
September 2024 to November 2024
· Facilitated annual survey completion for united healthcare patients, a key step in medical equipment authorization and compliance.
· Delivered culturally competent support by coordinating interpreters for multilingual clients.
· Processed healthcare-related inquiries with a high level of discretion and accuracy, ensuring hipaa- compliant service delivery.
· Assisted patients in navigating complex documentation and insurance processes, reducing delays in care and device delivery.
· Flagged recurring issues in documentation workflows, contributing to internal process improvement recommendations.
· Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
· Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
CGI Federal-San Antonio, TX
April 2024 to June 2024
· Supported credentialing for medical staff by verifying licenses, resetting secure credentials, and processing hospital onboarding requests.
· Reduced resolution time by 20% through proactive communication and process streamlining.
· Maintained composure and efficiency while handling 70+ calls per day across multi-system platforms.
· Utilized crm and credentialing software to document all communication and follow-ups, ensuring regulatory accuracy.
· Acted as a cross-functional point of contact for hospitals, recruiters, and providers, accelerating credentialing timelines.
· Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
· Responded to customer requests for products, services, and company information. Customer Service Representative /Billing and Collections Specialist Ultimate Staffing-San Antonio, TX
February 2024 to April 2024
· Managed sensitive court-related collections, receiving and processing payments for traffic tickets, toll violations, and court fees across multiple jurisdictions.
· Conducted both inbound and outbound calls to establish payment arrangements and encourage account resolution.
· Demonstrated active listening and negotiation skills to assist debtors in understanding legal obligations and resolving outstanding balances.
· Scheduled court appearances and reviewed citations in detail, providing guidance and clarity on next steps.
· Maintained a 90% compliance rate with internal quality and security standards while processing high- volume financial transactions.
· Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
· Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues. Customer Service Representative
I2c Inc.-San Antonio, TX
March 2022 to November 2023
· Authenticated callers using multi-factor verification methods, safeguarding client accounts against fraud and unauthorized access.
· Handled high-stakes escalations involving disputed charges, lost/stolen cards, and payment discrepancies with professionalism and urgency.
· Documented all interactions in crm systems with precision to support quality audits and ensure service traceability.
· Supported financial literacy by walking cardholders through billing statements, chargebacks, and account activity.
· Maintained kpi targets including call handling time, resolution rates, and client satisfaction scores within top tier of team performance.
· Developed strong product knowledge to provide informed recommendations based on individual customer needs.
· Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Diploma
Macarthur High School-San Antonio, TX
June 2012 to June 2012
Skills
Organizational skills Call center agent experience Customer service Administrative experience Microsoft Excel Warehouse experience Multitasking Communication skills Microsoft Office Typing Client retention strategies Technical support representative experience Problem-solving skills Travel planning Data entry Phone etiquette Customer support specialist experience Time management Call center experience Organization Computer skills
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