Customer Service Call Center

Laura Gutierrez **** UMBRELLA TREE DR EDGEWATER, FL 321415322

Home: 407-***-**** ************@*****.***

*-********** ** ******** *** Families :

Interviewing applicants to obtain and verify information needed to determine eligibility for Food Stamps, Medicaid, and Cash Assistance. Learning numerous state and federal program regulations, through intensive training prior to full case assignment and then ongoing training thereafter. This work is driven by ongoing reliance on regulations. Instructing clients in completion of various forms, and reviewing the applications and forms submitted for completeness and consistency. Determining program eligibility in accordance with current regulations using the computer-based eligibility system. Researching information provided by an applicant until satisfactory explanations regarding eligibility status is confirmed. Reporting cases where identity theft or fraud is suspected. Advising clients of deadlines, time frames, and necessary actions to be taken. Working with clients who may not take the necessary actions within the required time frame. Establishing and maintaining multiple electronic files, and conducting regular reviews and updates. Documenting all communications and contacts with clients. Planning and organizing a large computer caseload, ensuring that accuracy levels are maintained and cases are processed within the specified time frames set by federal and state regulations. Computing and authorizing grant amounts based on financial and family status. Reviewing and explaining public assistance amounts to clients and authorizing payment of monthly benefits. Keeping up to date on changes in rules, laws, procedures, etc. that affect processing timeliness.Highly-enthusiastic Client Service professional with 12 years of client interface experience. Well-versed in calls products, services and consumer trends. Skilled in both individual and team roles, with expertise in training and mentoring new staff on company objectives. Motivated ECONOMIC SELF-SUFFICIENCY SPECIALIST I with proven administrative, problem-solving and customer relations skills. Collaborative and driven with clear focus on putting clients first and supporting team needs. Well-organized, flexible and computer-savvy. Cheerful and upbeat professional with history of exceeding customer service expectations. Calm and composed in stressful situations and capable of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Flexible ECONOMIC SELF-SUFFICIENCY SPECIALIST I with 12 years of success in resolving customer concerns and inquiries. Skilled at accurately documenting call details, preparing reports and organizing documentation. Well-versed in providing helpful answers and relevant information to retain clients.

Account management Customer support Microsoft Office expertise Organizational strengths High-energy attitude Clerical support

Call center experience Product organization Office equipment proficiency System implementation Project management abilities

ECONOMIC SELF-SUFFICIENCY SPECIALIST I, 03/2007 07/2019 Children And Families Daytona Beach, FL Delivered fast, friendly and knowledgeable service for routine questions and service complaints Greeted incoming customers to provide immediate, friendly and knowledgeable support Managed and updated physical and digital client account information to keep records accurate and current Promoted client satisfaction by working with operational teams in proper resolution of service issues.

2-Small Business Administration(SBA): Custome Call Center from 03/2020 to now

Responsibilities

Responding to a variety of customer inquiries, ranging from routine to complex, and providing detailed information to the public regarding federally declared disaster and SBA's disaster loan program.Preparing written responses to email inquiries received through SBA's disaster customer service mailbox.Assisting lower graded or new employees with responding to customer service inquiries received by telephone or email.Assisting borrowers with completion of their loan closing documents and answering questions regarding the loan closing and disbursement process.Accepting borrower payments using online payment processing tools.Using a variety of computer systems to research customer inquiries, record call activity and prepare appropriate forms and letters.

As a Disaster Recovery Specialist at the GS-1101-7 or 9 level, some of your typical work assignments may include:

·Responding to a variety of customer inquiries, ranging from routine to complex, and providing detailed information to the public regarding federally declared disaster and SBA's disaster loan program.

·Preparing written responses to email inquiries received through SBA's disaster customer service mailbox.

·Assisting lower graded or new employees with responding to customer service inquiries received by telephone or email.

·Assisting borrowers with completion of their loan closing documents and answering questions regarding the loan closing and disbursement process.

·Accepting borrower payments using online payment processing tools.

·Using a variety of computer systems to research customer inquiries, record call activity and prepare appropriate forms and letters.

Education and Training

Liaised between patrons, store personnel and internal departments Scheduled and confirmed appointments based on [Job title] and customer availability Documented conversations with customers to track requests, problems and solutions Prepared, completed and processed customer account forms and database changes

University of North Carolina At Greensboro Greensboro, NC GED

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