SHERRY C. CHAMBLISS-DENNIS
Lead Operations Associate III
South Prince George
Summary
Accomplished operations and customer complaint resolution professional with over 8 years of experience in managing high-volume, multi-channel support environments. Specializes in customer incident lifecycle management, complex dispute resolution, and collections within the financial services sector. Proven success as a Lead Associate providing Subject Matter Expert (SME) support and driving continuous service improvement aligned with rigorous Service Level Agreements (SLAs). Expertise in troubleshooting complex complaints and coordinating cross-functional escalations, with a strong understanding of regulations such as FCRA, UDAAP, FDCPA, and ECOA. Seeks to leverage extensive knowledge in issue management to excel as a Senior Complaints Specialist.
Overview
10
10
years of professional experience
1
1
Certification
1
1
Language
Work History
Lead Operations Associate III - Customer Resolution Team
BEST EGG
11.2022 - Current
- Acted as Lead Operations Associate in management's absence, owning the end-to-end incident lifecycle for escalated collections, credit card inquiries, and verification issues across omnichannel support queues.
- Implemented targeted service protocols based on performance trend analysis, resulting in a verified 40% reduction in escalated customer incidents month-over-month.
- Performed in-depth troubleshooting and resolution for complex regulatory complaints and credit bureau disputes, ensuring strict adherence to compliance standards and supporting collection efforts for delinquent financial accounts.
- Managed high-impact dispute resolution investigations for vehicle equity loans, secured home loans, credit cards, flexible rent, and unsecured personal loans resolving 95% of complex financial disputes less than 5 days to maintain regulatory compliance.
- Served as a Subject Matter Expert (SME), conducting detailed call reviews and providing advanced coaching sessions to Analyst I peers, enhancing team performance metrics.
- Collaborated with cross-functional teams to achieve company-wide objectives and goals.
Customer Service Escalated Resolution Specialist
Loancare
10.2021 - 11.2022
- Managed all escalated verbal customer service complaints as the primary point of contact, consistently ensuring timely issue resolution strictly within established Service Level Agreements (SLAs).
- Managed incoming high-volume escalations via phone and e-ticket queues, ensuring all incidents were accurately logged, updated in the tracking system, and monitored through resolution.
- Successfully executed root cause analysis and resolution for complex credit bureau disputes, achieving resolution rates within the mandatory 30-day timeframe required for compliance.
- Conducted quality assurance audits and coaching sessions focused on policy adherence and compliance, supporting team accuracy and improving overall service delivery standards.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
Customer Experience Specialist I
Loancare
02.2021 - 10.2021
- Managed 100+ high-volume inbound support calls daily in a fast-paced environment, serving as the initial point of contact for issue intake and resolution fulfillment.
- Directly supported critical collection efforts and disaster relief initiatives, significantly exceeding performance metrics by driving overall delinquency reduction by over 90%.
- Processed complex COVID forbearance requests and facilitated structured post-forbearance workout solutions for clients, demonstrating expertise in temporary financial issue management.
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Provided personalized service, anticipating customer needs and offering tailored solutions.
Remote Member Service Representative
ABC Financial Services
02.2017 - 02.2021
- Expertly managed inbound/outbound service interactions, resolving high volumes of billing inquiries and account disputes, leading to a quantifiable increase in customer satisfaction rates from 70% to 95%.
- Implemented effective collection strategies to resolve account delinquencies, directly contributing to a documented 75% improvement in overall collection rates.
- Maintained communication efficiency by engaging 150+ global customers daily across synchronous (phone) and asynchronous (email/live chat) support channels.
- Analyzed and documented complex account functionality issues for escalation to technical teams, improving first-call resolution rates for standard service requests.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
Seasonal Work from Home CSA
AMAZON
05.2016 - 01.2017
- Delivered high-quality support, resolving issues for 100+ retail and business customers daily across phone, email, and live chat queues, demonstrating proficiency in omnichannel support operations.
- Followed strict operational protocols for incident logging and severity assessment in the tracking system, ensuring data integrity for trend analysis and follow-up.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
Education
High School Diploma -
SUSSEX CENTRAL HIGH SCHOOL
SUSSEX, VIRGINIA 05.2001 -
Skills
- Issue Resolution & Incident Management: Escalation Coordination, In-depth Troubleshooting, Incident Lifecycle Management, Issue Management, Problem-solving, Root Cause Analysis (RCA)
- Financial Operations & Compliance: Collections & Delinquency Resolution, Compliance Assurance, Credit Bureau Dispute Resolution, Payment Processing Analysis, Regulatory Complaint Handling, SLA Management
- Proficient in lean practices
- Service excellence
- Meeting scheduling
Certification
Lean Six Sigma Foundations
Timeline
Lean Six Sigma Foundations
06-2024
Lead Operations Associate III - Customer Resolution Team
BEST EGG
11.2022 - Current
Customer Service Escalated Resolution Specialist
Loancare
10.2021 - 11.2022
Customer Experience Specialist I
Loancare
02.2021 - 10.2021
Remote Member Service Representative
ABC Financial Services
02.2017 - 02.2021
Seasonal Work from Home CSA
AMAZON
05.2016 - 01.2017
High School Diploma -
SUSSEX CENTRAL HIGH SCHOOL
05.2001 -