Customer Service Representative
Resume:
SUMMER THOMAS
Lawrenceville GA · 972-***-****
***********@*****.***
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
EXPERIENCE
OCTOBER 2022 – CURRENT
CUSTOMER SERVICE REPRESENTATIVE, Gwinnett County Water Resources
Promptly responded to inquiries and requests from prospective customers.
Implemented and developed customer service training processes.
Met customer call guidelines for service levels, handle time, and productivity.
Increased efficiency and team productivity by promoting operational best practices.
Participated in team meetings and training sessions to stay informed about product updates and changes.
Clarified customer issues and determine the root cause of problems to resolve product or service complaints.
Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
MAY 2020 – AUGUST 2022
LOAN COUNSELOR, Crane Consulting
Examined customer loan applications for loan approvals and denials.
Analyzed potential risks and evaluated loan products to identify suitable options for customers.
Monitored pipelines to track and log status of loans.
Compiled database of loan applicants' credit histories, financial statements and other financial information.
Complied with regulatory requirements of Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act, and Community Reinvestment Act.
Developed and maintained relationships with customers, lenders and other third parties.
Evaluated loan requests and documents to verify accuracy and completeness.
JUNE 2018 – APRIL 2022
DISPUTE RESOLUTION SPECIALIST, Portfolio Recovery Associates
Trained arbitrators and mediators on dispute resolution and negotiation strategies to boost productivity.
Prepared written opinions or decisions regarding cases.
Conducted interviews with disputants, witnesses, and any additional relevant groups or individuals.
Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
Reviewed legal documents and contracts to determine potential conflicts and disputes.
Used mediation techniques to facilitate communication between disputants, further parties' understanding of different perspectives, and guide parties toward mutual agreement.
JULY 2010 – MAY 2016
QUALITY LEAD TECHNICIAN, United Cellular
Led monthly meetings to coordinate support efforts across multiple departments.
Monitored and enforced safety measures to mitigate hazards.
Tested components and systems to evaluate performance and identify concerns.
Drafted preventive maintenance schedule to support equipment longevity.
Managed daily activities, assigned tasks to specific staff members, and utilized proven management techniques to cut work flow downtime and maximize revenues.
Managed large-scale physical medium transit and web-based transmission data transportation projects.
DECEMBER 2006 – JUNE 2010
TIER 2 TECHNICAL SUPPORT SPECIALIST, Lodgenet Stayonline
Analyzed code to assist the support team in finding solutions and workarounds to problems.
Performed technical troubleshooting, diagnosis, software installation, and information gathering to keep infrastructure operational.
Developed and implemented preventive maintenance procedures.
Monitored system performance to identify potential issues.
Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
SKILLS
social Perceptiveness
Call Volume and Quality Metrics
Text Support
Microsoft Windows and Office
Code Compliance
Court Policies and Programs
Billing Procedures
Customer Satisfaction
Court Document Filing
System Maintenance
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