Carrie Thomas
Poulsbo
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
27
27
years of professional experience
Work History
Document Specialist
Discover Home Loans
Poulsbo
02.2023 - Current
- Managed document processing for mortgage applications and client communications.
- Organized and maintained digital filing systems for efficient document retrieval.
- Reviewed documents for accuracy and compliance with company standards.
- Fielding, inbound and outbound calls in order to collect the correct documents and verify their accuracy.
- Verification of employment, income and mortgages.
- Reached my individual goals and moved to the teams back up, working to help clear all work items creating a better customer experience and reaching overall department goals.
- Finding and sharing with leadership coachable opportunities in my file reviews, to provide teammates their own personal growth and learning opportunities.
- Active listening to any questions or stressors that might arise from conversations and help resolve any questions or issues while on the call to prevent a need for callback. Log any feedback that is expressed.
- Watch for system errors in daily use and alert proper channels.
- Sat on advisory council and Discover Home Loans department council to share ideas and sticking points that could assist in an easier daily operation of the department as a whole.
CVG FRAUD SPECIALIST
Discover Financial Services
07.2021 - Current
- Handling a high volume of inbound calls relating to verification of purchases and authenticating card members.
- Reports filed as needed for fraudulent activity and problem solving for card members on charges that are valid, just having an issue processing.
- Account center assistance also provided with activations of mobile wallets, protectbuy validation, and unsuppressing of the account center.
- Active listening for stressors and queues given by customers to make their experience with Discover the best it can be.
- Quickly promoted to Peer Mentor/Subject Matter Expert in our Universal Chat and Phone Lab for teammates and new Discover employees, providing them guidance and best practices while they were on their calls.
- Maintained high stats on a monthly basis along with great Imatter surveys from customers.
- Managed work at home effectively and was flexible with availability.
SOLE PROPRIETOR
Gingerbread Surprise
10.2015 - Current
- Design and create photo props in own online shop.
- Handle every aspect from concept, photography, creating listings, making items, to shipping.
- Helped husband with private contracting business by typing quotes and contracts, fielding calls.
- PTA President at child's school, running fundraising efforts, scheduling events, booking vendors, recruiting volunteers, overseeing activities, coordinating schedules, managing funds, creating flyers and communications.
CNA
Villa Rancho Bernardo
San Diego
02.1999 - 07.2005
- Daily care of patients.
- Follow care plans and monitor changes.
- Daily charting for medical teams.
- Training new aides on policies and procedures.
Education
ASSOCIATES - Business Administration and Management
Rio Salado College
Tempe 05.2025 - 09.2025
Skills
- Business
- Communication
- Contracts
- Coordinating Schedules
- Customer Satisfaction
- Customer Service
- Customer Service Relationship Management
- Design
- Fundraising
- Group Problem Solving
- Growth Development
- Inbound Calls
- Leadership
- Mobile Payments
- Outbound Calls
- Patient Care
- Patient Care Plans
- People Management
- Phone Calls
- Problem Solving
- Processing
- Recruiting
- Relationship Building
- Relationship Management
- Scheduling Events
- Supervision
- Team Leadership
- Team Management
- Teamwork
- Validation
- Working Independently
- Computer Backups
- Team Development
- Time Management
- Coaching
- Operations Management
- Leadership Management
- Social Sales
- Conducting Surveys
- Work Relationships
- Project Support
- Data logging
- Recordkeeping skills
- Multitasking efficiency
- Electronic document preparation
- Document security
- Electronic records management
- Regulatory compliance
- Indexing documents
Awards
- 2024 Excellence Award, 01/01/24
- Multiple wins in League of Heroes for call excellence and work achievement.
- Ace and Ace Rockstar winner for excellence in customer service, call listening.
- Multiple wins for monthly top metrics in the department, CPS Fraud.
Timeline
ASSOCIATES - Business Administration and Management
Rio Salado College
05.2025 - 09.2025
Document Specialist
Discover Home Loans
02.2023 - Current
CVG FRAUD SPECIALIST
Discover Financial Services
07.2021 - Current
SOLE PROPRIETOR
Gingerbread Surprise
10.2015 - Current
CNA
Villa Rancho Bernardo
02.1999 - 07.2005