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
Similar Profiles
Gregory EllisGregory Ellis
Advanced Medical Support Assistant at Department of Veterans Affairs, Central TX Veterans HealthcareAdvanced Medical Support Assistant at Department of Veterans Affairs, Central TX Veterans Healthcare
Bruce RitenburgBruce Ritenburg
VETERAN CLAIMS EXAMINER INSURANCE at Department Of Veterans Affairs, Veterans Benefits AdminVETERAN CLAIMS EXAMINER INSURANCE at Department Of Veterans Affairs, Veterans Benefits Admin
Camilla LanierCamilla Lanier
Director, Planning and Operations at U.S. Department of Veterans Affairs, Veterans Health Administration (VHA) Office of Integrity and Compliance (OIC)Director, Planning and Operations at U.S. Department of Veterans Affairs, Veterans Health Administration (VHA) Office of Integrity and Compliance (OIC)
Angela Antoinette PerkinsAngela Antoinette Perkins
Health System Specialist at Department of Veterans Affairs/ Veterans Health AdministrationHealth System Specialist at Department of Veterans Affairs/ Veterans Health Administration
Iniobong InyangIniobong Inyang
Volunteer, Social Care Department at Giving HealthVolunteer, Social Care Department at Giving Health