Customer Service Representative

Michelle McGee-Duncan

***********@*****.*** 951-***-**** Riverside, CA

SUMMARY

Seeking a Customer Service Representative role with 20 years of experience in customer-facing positions. Reliable and attentive, with a proven track record in resolving inquiries, mentoring peers, and managing outbound sales. Motivated to leverage remote work capabilities and enhance customer satisfaction through effective communication and problem-solving skills.

WORK EXPERIENCE

US Small Business Administration Fort Worth, TX - Remote Loan Specialist / Loan Officer Jul 2020 - Jul 2024

• Analyzed applicants' financial resources and determined loan repayment abilities, ensuring all loan documentation was accurate and complete.

• Communicated with a wide range of stakeholders to clarify program objectives and loan processes, enhancing customer understanding and satisfaction.

• Contributed to the improvement of organizational procedures by identifying issues and proposing actionable solutions to senior management.

• Guided and mentored fellow loan officers in adapting to policy changes and optimizing daily operations.

• Resolved customer inquiries and complaints with a focus on service excellence, utilizing strong research, problem-solving, and communication skills.

Department of Motor Vehicles Fontana, CA

Motor Vehicle Representative/Customer Service Jan 2014 - Jun 2021

• Provided expert guidance on licensing policies and procedures, ensuring public understanding and compliance.

• Verified and processed license applications, confirming accuracy and eligibility for issuance.

• Maintained office efficiency through organized document handling, data entry, and supply management.

• Communicated effectively with customers regarding application requirements and procedural updates. California Unemployment Insurance Appeals Board Rancho Cucamonga, CA Office Technician Typing/Clerical Sep 2011 - Dec 2013

• Managed inventory control, ensuring optimal stock levels and organization of the supply room to support administrative operations effectively.

• Generated daily GSO reports and facilitated communication between various departments, enhancing inter-office coordination and workflow efficiency.

• Compiled and updated desk procedures, providing comprehensive guidance for new or temporary staff and contributing to the continuity of clerical functions. Bank of America Loma Linda, CA

Personal Banker/Customer Service Mar 2004 - Aug 2011

• Cultivated and maintained client relationships, ensuring their financial needs were met, which included processing home loan and credit card applications, as well as managing deposit product transactions.

• Coordinated and executed offsite promotional events, overseeing logistics from vendor selection to on-site customer engagement, while upholding privacy standards.

• Mentored and provided training to Sales and New Associates, reinforcing company values and enhancing the customer service experience.

• Oversaw daily lobby operations, ensured compliance with opening and closing procedures, managed safe deposit box services, and supported executive management with administrative tasks. EDUCATION

Chaffey College

A.S., Criminal Justice

Rancho Cucamonga, CA

2017

SKILLS

MS Office • Customer Experience • Data Entry • Proactive Communication Skills • Adaptability • Social Media • Time Management • Verbal Communication • Multi-tasking • Computer Skills • Independence

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