Data Entry Customer Service

CECILIA FEITOZA

**** *** ***** ****, *** *** Dallas, TX 75223

469-***-**** **********@*******.***

CECILIA FEITOZA

**** *** ***** ****, *** 155 Dallas, TX 75223

469-***-**** **********@*******.***

PROFESSIONAL SUMMARY

Detail-oriented and bilingual (English/Portuguese) Customer Service and Administrative Specialist with 8+ years of experience supporting government programs, housing services, education, and retail operations. Skilled in high-volume customer support, accurate data entry, CRM platforms, remote technical troubleshooting, conflict resolution, and administrative documentation. Proven ability to manage confidential information, resolve complex inquiries, and streamline processes in fast-paced, deadline-driven environments. Dedicated to delivering exceptional service and operational excellence in both customer-facing and back-office roles.

CORE SKILLS

- Active Listening & Customer-Centric Communication

- Verbal, Written, and Interpersonal Communication

- Conflict Resolution & Problem De-Escalation

- CRM Systems (Amazon Connect, MySBA Portal, CAFS; familiar with Salesforce, ServiceNow)

- Data Entry & Records Management (High-Volume, Confidential Data)

- Microsoft Office Suite (Word, Excel, PowerPoint)

- Analytical Thinking & Root Cause Problem Solving

- Time Management & Multitasking in High-Volume Environments

- Positive Attitude, Adaptability, and Stress Management

- Training and Peer Development Support

- Detail-Oriented Administrative Support

- Bilingual Communication (English/Portuguese)

PROFESSIONAL EXPERIENCE

Customer Service Agent

CECILIA FEITOZA

7130 San Mateo Blvd, Apt 155 Dallas, TX 75223

469-***-**** **********@*******.***

Summit Federal Services - Remote/Oakland, MD Nov 2023 - May 2025

- Delivered high-volume support for SBA borrowers through Amazon Connect and web portals, consistently achieving a 99%+ call-quality rating.

- Proactively resolved customer inquiries using active listening, verbal communication, and empathy, resulting in a measurable increase in customer satisfaction and retention.

- Provided exceptional customer service by efficiently handling complex cases, de-escalating issues, and promoting positive outcomes even during peak stress periods.

- Accurately entered and updated sensitive borrower information into CAFS and MySBA portals, demonstrating strong data entry skills, attention to detail, and confidentiality compliance.

- Troubleshot user issues related to SBA loan forgiveness portals, applying analytical skills, critical thinking, and root cause analysis to identify and resolve problems quickly.

- Demonstrated proficiency in CRM systems (Amazon Connect, CAFS, MySBA) and maintained organized case histories in accordance with government documentation standards.

- Prioritized workload effectively, multitasking across high-volume queues while meeting service level agreements (SLAs) and time management goals.

- Supported peer training and knowledge sharing by assisting new hires with system navigation, service protocols, and best practices.

Customer Support Specialist (Contract)

Turn2Partners - Remote May 2022 - Sep 2023

- Provided customer and technical support for SBA-related projects through high-volume call queues and email communications.

- Delivered exceptional customer service by actively listening to borrower concerns and de-escalating complex cases.

- Performed accurate data entry into CAFS and MySBA, ensuring sensitive borrower information was documented correctly and confidentially.

- Troubleshot portal access, application issues, and technical errors using critical thinking and root cause analysis.

CECILIA FEITOZA

7130 San Mateo Blvd, Apt 155 Dallas, TX 75223

469-***-**** **********@*******.***

- Managed time efficiently to handle high workloads and consistently meet performance targets and deadlines.

- Supported team knowledge growth by contributing to training initiatives and sharing best practices. Housing Specialist

Nan McKay & Associates, Inc. - Dallas, TX Oct 2021 - Feb 2022

- Conducted interim and annual housing recertifications in compliance with HUD and PHA regulations.

- Provided personalized administrative support to tenants and landlords, enhancing lease compliance and tenant satisfaction.

- Accurately managed MySBA and CAFS data records to maintain program eligibility and audit readiness. Level II Security Officer

D&L Security - Dallas, TX Oct 2017 - Apr 2020

- Patrolled commercial properties, responded to incidents, and maintained accurate incident reporting.

- Demonstrated strong organizational and crisis management skills during emergencies.

- Contributed to reducing on-site incidents by adhering to strict safety protocols. Customer Service Associate (Seasonal)

The Home Depot - Dallas, TX Mar 2017 - May 2017

- Provided efficient checkout service and handled customer returns and inquiries during peak shopping seasons.

- Ensured a clean, organized, and friendly customer environment under high-volume conditions. ESL Instructor

Microlins - Brazil Aug 2011 - Jul 2016

- Developed and delivered engaging English language lessons to diverse learners.

- Tracked and assessed student progress to personalize lesson plans and boost language proficiency.

- Fostered strong student engagement leading to improved long-term enrollment. EDUCATION

CECILIA FEITOZA

7130 San Mateo Blvd, Apt 155 Dallas, TX 75223

469-***-**** **********@*******.***

Bachelor of Arts in Literature & Foreign Languages AESA CESA - Arcoverde, Brazil Jul 2016

LANGUAGES

- Portuguese: Native

- English: Fluent

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