Customer Service Call Center
Resume:
L O U B. T H O M AS
Customer Service Representative II
C ON T A C T
*************@*********.***
Spring, Texas
A B O U T M E
Customer Service Specialist and Administrative Assistant with over 20 years’ experience in the ability to address customer needs and foster positive experiences.
E D U C A T I O N
W.O. Boston High School – Lake Charles, LA
Graduated 1974
McNeese State University Business Administration
1974-1975
S K I L L S
Problem Solver
Customer Service
Active listening
Detailed Oriented
Adaptable/Trainable
Time Management
Responsive
Technical Knowledge
Organizational
LA N G U A G E S
English
A C H I E V E M E N T S
Top Sales Advisor Recognition for Membership Renewals (Arise Call Center)
Sales Recognition averaging $3-6k sales per day (Staples Call Center)
T E C H N I C A L S K I L L S
MS Office
QuickBooks
Outlook
W O R K E X P E R I E N C E S
Customer Service Representative II
Goldschmitt & Associates
November 1, 2023 - Present
Answer calls from small business owners/lenders, supporting small business owners and lenders as they navigate a variety of loan products issued by the SBA CARES Federal loans regarding Covid-19 (EIDL) Economic Injury Disaster Loan, Disaster loans, etc., by answering questions regarding loan status, loan origination and qualifications, as well as support navigating the federal loan portal and/or transferring to the prospective customer support departments.
Assist lenders and small business owners with Technical Support by registering for the SBA loan portal/website, password resets, answering general questions regarding loan portal and guidance on locating/navigating features on the website
Conduct Risk Review regarding detecting and evaluating documents concerning fraud and send emails regarding submission/resubmission of various documents
Respond to incoming phone calls from Small Business borrowers regarding the Covid-19 (EIDL) Economic Injury Disaster loan, loan status, loan terms, HAP program, interest paid, interest rates, details regarding the loan, and note purpose of call and details on resolution of call, etc., upon completion
Escalate issues to appropriate team lead and/or call center managers on an as-needed basis
Business Support Specialist
Guidehouse
March 2023 – October 31, 2023
Supporting lenders and small business owners as they navigate a variety of loan products issued by the CARES Federal Stimulus
Answer questions regarding loan status, loan origination and qualifications, as well as support navigating the federal loan portal
Respond to incoming phone calls and emails from Small Businesses borrowers regarding the Covid-19 (EIDL) Economic Injury Disaster loan
Answer inquiries related to Loan Origination, Eligibility, Application Status, Loan Terms, and providing general assistance for navigating the SBA loan portal
Assist borrowers with new pronouncements related to the program, including increased loan amounts
Elevate issues to appropriate team lead and call center managers on an as-needed basis
Document purpose of call, what was done, etc., upon completion of call
Remote SBA Disaster Line, Disaster Relief Specialist, Independent Contractor
LiveOps Call Center (SBA EIDL COVID-19 Relief Program)
October 2020 – July 2022
Provide customer guidance on COVID-19 Relief Programs such as EIDL and Targeted Advance.
Manage high call volumes for Economic Injury Disaster Loans (EIDL) and Targeted Advance
Respond to complex customer inquiries regarding their loan application
Provide loan application updates and detailed information regarding the EIDL and Targeted Advance programs
Resolve and educate customers on incorrect application processes
Remote Sales Advisor, Independent Contractor
Arise Call Center
December 2016 - December 2018
Assisted customers with acquiring new Membership Purchases and renewals.
Answering questions regarding Membership Eligibility and requirements
Educate and respond to various customer concerns regarding their plans
Process payments for exchanges and membership upgrades
Resolve customer disputes and escalations
Drove First Call Resolutions
Remote Customer Service Sales Representative, Independent Contractor
Staples Call Center
December 2010 – December 2014
Process high volume order requests
Assist customers with product knowledge and purchases
Trouble shoot customer concerns
Prepare price matching and best match products relevant to customers’ needs
Administrative Assistant
Thomas Enterprise, Inc.
Jan 1982 – November 2010, January 2015 - November 2016
Assistant to the company CEO, overseeing daily office operations and managing 30+ employees.
Prepare formal written documents and responses for bids, bonds, and insurance claims
Respond to various complex cases and providing resolutions
Attend Bid Openings and Pre-Bid Conferences
Assist with Subcontractor and Employee recruitment
Appointment Scheduling
Answer and manage multi-Lined Calls
Manage and prepare payroll, Quarterly Tax Preparation and Submissions
Process accounts payable and receivables
Design and implement marketing strategy
Manage incidental/accident reports
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