THELMA I. GOMEZ
Atlanta
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Remote Contact Representative/ Legal Administrative Specialist
Department of Veterans Affairs
04.2023 - Current
- Responded to veteran requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and request from veterans.
- Collaborated with staff members to enhance production to provide quality service and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing veteran concerns, demonstrating empathy, and resolving problems swiftly.
- Analyze claims and initiate action to obtain all required evidence to support the claim.
- Act as an advocate for veterans and their beneficiaries in their dealings with other VA elements and organizations that affect their claims.
- Full time 40 hrs per week
Client Support Representative/ Loan Specialist
US Small Business Administration
10.2020 - 05.2022
- Obtain applicant's credit history, assess financial statements and client’s creditworthiness to determine risk factors for granting loans and grants.
- Observed all regulatory, compliance, and security policies and procedures to keep data protected from breaches.
- Identified problem areas within loan portfolio, analyzed risks and suggested appropriate solutions.
- Explained very technical financial information to applicants in easy to understand language.
- Maintained strict confidentiality of bank records and client information.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- 60 hrs per week
Optical Retail Manager
Cleo Nicci Eyewear New York Midtown Location
04.2017 - 01.2018
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Answered questions about store policies and addressed customer concerns.
- Controlled store inventory and reviewed cash handling and operations reports.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
Education
Master’s Degree -
Metropolitan College of New York
Bachelor’s Degree - undefined
College of New Rochelle
Skills
- 5 years call center experience
- CRMs
- Microsoft Office Suite
- Software skills for database management
- Data entry proficiency
- Strong interpersonal skills
- Complaint resolution
- Proficient in Microsoft Windows
- Customer relationship management (CRM) tools, similar to Salesforce
- Data visualization tools like Tableau
- Technical troubleshooting
Certification
Comptia Security+ Certification in Progress
Languages
Spanish
Native or Bilingual
Timeline
Remote Contact Representative/ Legal Administrative Specialist
Department of Veterans Affairs
04.2023 - Current
Client Support Representative/ Loan Specialist
US Small Business Administration
10.2020 - 05.2022
Optical Retail Manager
Cleo Nicci Eyewear New York Midtown Location
04.2017 - 01.2018
Bachelor’s Degree - undefined
College of New Rochelle
Master’s Degree -
Metropolitan College of New York