Customer Service Representative
Resume:
Patricia Mitchell
Lancaster, TX 75146
*******************@*****.***
Objective
Seasoned and empathetic Customer Service Representative with over 20 years of professional experience delivering exceptional service across remote, call center, and client-facing environments. Skilled in managing sensitive financial and personal information, resolving inquiries on first contact, and building strong client relationships through trust and clear communication. Dedicated to contributing to J.G. Wentworth’s Client Services Team through proven expertise in client retention, documentation accuracy, and empathetic service delivery.
Experience
Federal Emergency Management Agency (FEMA)
Incident Management / IA Applicant Services Program Specialist
12/2021 – 08/2025 (Reservist – Not Currently Deployed)
Deployments:
05/27/2025 – 08/12/2025 (DR-4871 TX) – Texas Severe Storms and Flooding
03/04/2025 – 03/25/2025 (DR-4861 WV) – West Virginia Storms, Flooding, and Landslides
05/23/2024 – 01/23/2025 (DR-4781 TX) – Texas Spring Storms and Flooding
Duties:
• Delivered in-person client support to individuals experiencing significant financial hardship, offering patience, professionalism, and empathy.
• Verified applicant identities, analyzed documentation, and detected potential fraud or inconsistencies.
• Built rapport and trust with clients through transparent, compassionate communication and consistent follow-up.
• Entered and updated client information using FEMA systems such as IEM, NEMIS/NPIRS, and WebEOC, maintaining accurate case records.
• Explained program eligibility, appeals, and next steps in simple, supportive terms.
• Partnered with internal teams and external agencies to resolve complex cases quickly and accurately.
FEMA – National Processing Service Center (Remote)
Remote Customer Care Representative (NPSC Support)
08/17/2022 – 04/01/2023; 08/10/2023 – 01/13/2024
Disasters Supported:
Hurricane Fiona (PR), Hurricane Ian (FL), CA Winter Storms (2023), MS Tornadoes (2023), HI Wildfires (Maui), Hurricane Idalia (FL/GA)
Duties:
• Delivered remote phone and email support to applicants seeking disaster relief and financial recovery.
• Handled high call volumes while maintaining professionalism and composure in emotionally charged situations.
• Verified identity and ensured accuracy across multiple systems while updating records in real time.
• Used Microsoft Teams, Word, Excel, and Outlook to communicate, track performance, and manage cases.
• Managed escalation calls with empathy, focusing on first-contact resolution and customer satisfaction.
• Maintained confidentiality and met or exceeded FEMA’s quality and compliance standards.
Securus Technologies – Carrollton, TX
Customer Service Agent
06/2017 – 04/2019
• Handled inbound customer calls, processed payments, and created new accounts for service activation.
• Navigated multiple screens and CRM platforms to access account data, verify information, and resolve billing inquiries.
• Demonstrated professionalism, accuracy, and empathy to ensure customer satisfaction.
• Consistently exceeded performance goals in call quality, accuracy, and response times.
• Collaborated with colleagues via Microsoft Teams to coordinate escalations and share solutions.
DC Logistics – Hutchins, TX. Administrative Assistant
07/2016 – 04/2017
Served as the main point of contact for drivers, handling sign-ins/outs and dispatch logs.
●Completed work orders and created shipping labels for outgoing materials.
●Coordinated with warehouse staff to ensure order accuracy and documentation.
●Supported daily warehouse administrative functions and office inventory.
Allied Universal – Dallas, TX
Security Professional
12/2020 – 01/2022
• Greeted and processed visitors, contractors, and employees with professionalism and attention to detail.
• Ensured safety compliance while delivering courteous and reliable customer service.
Education & Certifications
• Certified Medical Assistant – Texas School of Business, Friendswood, TX
• Texas All Lines Adjuster License – Issued 2021
• GED – Galveston Community College, Galveston, TX
Skills
• Customer Service (Phone, Email, CRM Systems)
• Client Retention & Relationship Building
• Fraud Detection & Identity Verification
• Financial & Account Documentation Accuracy
• Multi-Screen Navigation & Microsoft Teams
• Microsoft Word, Excel, Outlook, and Data Systems
• Empathetic Conflict Resolution & De-escalation
• Attention to Detail & Dependable Attendance
Professional Highlights
• Over 20 years of customer service experience in both remote and in-person environments.
• Skilled at managing sensitive financial and personal data with discretion and accuracy.
• Proven success in client retention, first-contact resolution, and issue escalation management.
• Recognized for empathy, professionalism, and reliability under pressure.
• Committed to fostering trust, transparency, and long-term client satisfaction.
Contact this candidate