Strategic, client-facing business technology professional with 15+ yea

Marcia Luke

609-***-**** **********@*****.*** Marlton, New Jersey

CUSTOMER SUPPORT SPECIALIST REMOTE CUSTOMER SERVICE CLIENT SUCCESS

Results-driven customer support professional with 15+ years of experience delivering exceptional service in remote environments across banking, telecom, financial services, and technical support industries. Proven success handling high-volume phone, email, and chat interactions while resolving issues quickly and professionally. Strong background in troubleshooting, account support, onboarding, documentation, escalations, and customer retention. Recognized for patience, communication, empathy, and creating positive customer experiences.

CORE SKILLS

Customer Support (Phone / Email / Chat)

Remote Customer Service

Problem Resolution

Troubleshooting

Escalation Management

Account Support

Customer Retention

CRM Systems

Ticketing Systems

Documentation

Conflict Resolution

Training & Onboarding

Cross-Functional Collaboration

Microsoft Office 365

Salesforce

HubSpot CRM

Remedy / Service Center

Banking Support

Technical Support

PROFESSIONAL EXPERIENCE

Newtek One Small Business Lending

SBA Loan Processor (Remote) 08/2025 – Present

Support customers and applicants throughout loan process from intake through closing.

Respond to documentation requests and status inquiries professionally and promptly.

Review records for completeness and accuracy.

Resolve issues delaying processing and coordinate with internal teams.

Maintain detailed documentation in company systems.

Deliver high-quality customer support in a remote environment.

Newtek Bank

Client Service Representative / Business Support Specialist (Remote) 05/2023 – 07/2025

Assisted customers by phone, secure messaging, and chat with banking inquiries and account support.

Guided customers through account opening and onboarding processes.

Troubleshot online banking and mobile app issues.

Escalated complex service issues to appropriate teams.

Resolved customer concerns quickly while maintaining professionalism and confidentiality.

Trained and onboarded new team members.

Contributed ideas to improve customer experience and service delivery.

Newtek One Lending LLC

PPP Forgiveness Analyst (Remote) 07/2021 – 05/2023

Responded to customer and borrower inquiries regarding application status.

Reviewed documentation for completeness and compliance.

Resolved holds, errors, and missing information issues.

Provided timely updates to internal and external stakeholders.

Maintained accurate digital records and documentation.

Atrium Staffing / Newtek Lending LLC

Loan Closer (Remote) 03/2021 – 07/2021

Assisted customers with PPP loan forgiveness questions and requests.

Reviewed files, validated documents, and corrected missing information.

Processed applications and ensured accurate completion.

Worked directly with internal teams to resolve customer concerns.

Robert Half International

Mortgage Loan Processor / SBA Loan Processing Assistant (Remote) 02/2014 – 03/2021

Managed customer communications by phone and email regarding loan status and documentation.

Resolved borrower questions and account concerns.

Maintained detailed records and updated internal systems.

Worked in fast-paced remote production environments with deadlines.

Delivered professional support while managing multiple priorities.

Creative Channel Services

Business Development Manager (Remote) 01/2013 – 02/2014

Managed client accounts and maintained strong business relationships.

Resolved customer concerns and supported partner success.

Delivered product training and service support.

Increased revenue by 100% through relationship management and service excellence.

Computer Science Corporation

IT Business Analyst (Remote) 01/2010 – 12/2012

Supported users, stakeholders, and internal teams with process improvements.

Coordinated projects, issue resolution, and service enhancements.

Created documentation and status reporting.

Computer Sciences Corporation

Workflow Coordinator Analyst III (Remote) 01/2007 – 12/2009

Managed service tickets and customer requests.

Resolved workflow issues and escalated urgent matters.

Provided email and phone support to internal users.

Vonage

Help Desk Analyst / Customer Support II 11/2004 – 12/2006

Handled 500+ inbound calls and 100+ outbound contacts daily.

Assisted customers by phone, email, and chat.

Troubleshot technical issues and provided first-call resolution.

Managed tickets through Remedy and Service Center systems.

Escalated advanced issues while maintaining customer satisfaction.

Sprint / Xavitec Systems

Network Operations Specialist II 02/2000 – 11/2004

Assisted customers with internet, voicemail, and networking issues.

Opened, tracked, and resolved support tickets.

Provided technical assistance via phone support.

The Weather Channel

Technical Support Representative 08/1999 – 02/2000

Responded to technical support inquiries via email and telephone.

Resolved browser connectivity and account issues.

Documented customer interactions.

EDUCATION

Master of Human Resources Management – Keller Graduate School of Management 2012

Bachelor of Science, Technical Management – DeVry University 2009

Associate of Applied Science, Business Administration 2004

Associate of Applied Science, Computer Information Systems 2003

CERTIFICATIONS

Professional Human Resources Certification (PHR) 2016

A+ Hardware & Software 2008

Networking / MCSA / CCNA / Security 2008

TECHNOLOGY

Microsoft Office 365

Salesforce

HubSpot CRM

Remedy

Workday

Service Center

SAP

Oracle

Google Workspace

Teams

Skype

Zoom

Adobe

CRM Platforms

Ticketing Systems

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