DELYS THOMAS
Akron,OH
Summary
Dedicated and detail-oriented call center representative with over 7 years of experience in customer service and case management across diverse sectors. Proven track record of achieving high satisfaction ratings through effective communication and adept problem resolution, complemented by strong skills in records management, data entry, and EMR systems. Demonstrated leadership capabilities in training and mentoring staff, consistently committed to enhancing customer experiences and operational efficiency. Experienced in assessing loan applications and determining creditworthiness, leveraging comprehensive financial knowledge to guide clients through the loan process while ensuring adherence to regulatory compliance and risk assessment standards.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Loan Officer/Customer Service Representative
Qualfon/Dialog Direct
06.2024 - 03.2025
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Utilized CRM software to accurately document customer interactions, ensuring comprehensive records for future reference
- Collaborated with cross-functional teams to escalate complex issues and provide timely resolutions to customers
- Identified opportunities for process improvement in order to enhance overall customer satisfaction
- Participated in regular team meetings to share insights, discuss challenges, and collaborate on strategies for improving customer support operations.
Student Records Clerk
P.I.E. Management, L.L.C./Detroit Public School Community District
10.2023 - 05.2024
- Developed and implemented a comprehensive record's management system to ensure efficient organization, retrieval, and retention of company documents
- Implemented electronic record-keeping systems to streamline data entry and improve accessibility
- Collaborated with cross-functional teams to establish standardized processes for document creation, classification, storage, and disposal
- Performed risk assessments to identify potential vulnerabilities in the record's management process and implemented appropriate controls
- Maintained compliance with legal requirements regarding record retention periods and privacy regulations.
Call Center Representative/Processor
P.I.E Management LLC/THAW
05.2023 - 09.2023
- Processed and verified incoming documents, ensuring accuracy and completeness
- Reviewed and analyzed data to identify discrepancies or errors, taking corrective actions as necessary
- Maintained a high level of attention to detail while entering data into the system
- Performed quality checks on processed documents to ensure compliance with company standards
- Collaborated with team members to resolve any issues or questions related to document processing.
Customer Service Representative
Pierce, Monroe & Associates LLC/Detroit Municipal
02.2023 - 05.2023
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Built rapport with customers through active listening, empathy, and personalized interactions
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions.
CERA Call Center Specialist
Community Housing Network
02.2022 - 01.2023
- Handled a high volume of inbound customer calls, averaging 60 calls per day
- Provided exceptional customer service by addressing inquiries, resolving complaints, and offering product information
- Utilized CRM software to accurately document customer interactions and update account information
- Consistently met or exceeded individual performance metrics including call quality, average handle time, and first-call resolution rate
- Identified opportunities for process improvement within the call center operations to enhance efficiency and productivity.
Case Management Advisor/Call Center Representative
Concentrix
12.2019 - 01.2022
- Provided exceptional customer service and support to ensure customer satisfaction
- Resolved customer inquiries, complaints, and issues in a timely and professional manner
- Maintained a high level of product knowledge to effectively assist customers with their needs
- Managed a large volume of incoming calls and emails from customers, addressing their concerns and providing accurate information
- Built strong relationships with customers through effective communication and personalized interactions.
Education
Master of Science - Health Administration
Capella University
Minneapolis, MN01.2012
Bachelor of Science - Human Services
University of Detroit Mercy
Detroit, MI08.2009
Skills
- Accurate data entry
- Document organization
- Electronic medical records management
- Customer loyalty strategies
- Customer service representative
- Time management
- Effective communication
- Customer service
- Computer skills
- Microsoft Office
- Organizational skills
- Digital Enhancements Call Center Operations
Certification
Driver's License
Timeline
Loan Officer/Customer Service Representative
Qualfon/Dialog Direct
06.2024 - 03.2025
Student Records Clerk
P.I.E. Management, L.L.C./Detroit Public School Community District
10.2023 - 05.2024
Call Center Representative/Processor
P.I.E Management LLC/THAW
05.2023 - 09.2023
Customer Service Representative
Pierce, Monroe & Associates LLC/Detroit Municipal
02.2023 - 05.2023
CERA Call Center Specialist
Community Housing Network
02.2022 - 01.2023
Case Management Advisor/Call Center Representative
Concentrix
12.2019 - 01.2022
Bachelor of Science - Human Services
University of Detroit Mercy
Master of Science - Health Administration
Capella University