Denise Guillory
Aubrey,TX
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
U. S. Small Business Administration
10.2024 - 01.2025
- Assisting with completing home and business loan applications electronically and communicating disaster loan program information to disaster survivors.
- Explaining loan closing documents to borrowers and assisting in closing approved disaster loans.
- Using computer skills to input disaster survivor information to complete loan applications, utilize e-mail, word processing, spreadsheets, and the Internet, and to navigate within a database to input and retrieve information.
- Performing some financial computations/analyses to determine applicants' ability to repay loans.
Claims Intake Specialist
Reliance Matrix
11.2023 - 10.2024
- Answer inbound calls from clients and claimants across country.
- Managed high volume of incoming calls from policyholders, demonstrating excellent communication skills and empathy during stressful situations.
- Respond to client and claimant inquiries in timely and efficient manner.
- Consistently deliver exceptional customer service.
- Measured by results of our Quality Monitoring program.
- Demonstrate confidence, strong decision quality and sound judgment when assisting claimants.
- Resolves routine administrative technical issues for applicable source systems.
- Answer related claims questions for applicable clients specific to Intake process and reporting missed time.
- Responsible and accountable for maintaining and protecting personal health information.
- Maintain high level of confidentiality and abide by HIPPA rules and regulations.
- Reliable, regular, and predictable attendance to ensure appropriate staffing to handle call volume.
Case Manager/Paralegal Specialist /Remote
U. S. Small Business Administration
04.2021 - 05.2023
- Performing remotely legal reviews of business loan documents for compliance with applicable agency policies and practices, regulations, and laws.
- Referred files for Suspected EIDL Fraud (SEF) and Suspected Identity Theft (SIT).
- Contacted borrowers to obtain missing tax documents.
- Reviewed files for financial discrepancies and suspicious information.
- Examined suspicious email providers and email addresses.
- Reviewed Banking Information and looked for valid authentications.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Provided superior customer service to Grant and Targeted Advance borrowers.
Investigative Analyst /Remote
U. S. Census Bureau
01.2020 - 04.2021
- Review applicant application for employment collect credentials for procedural accuracy, answer technical personnel/payroll questions through using federal personnel guidelines, accounting procedures and manuals for hiring.
- Collecting, evaluating, analyzes reports, problem solving, and reevaluates criminal intelligence for use by criminal investigators
- Review Federal Bureau Investigation fingerprints rap sheets and credentials for employee hire.
- Contact applicants for documentation, discrepancy, accuracy, and questions due to employment application.
- Gather data on individuals or businesses who are subjects of allegations or investigations by querying a variety of resources, including law enforcement and intelligence databases, computerized recordkeeping systems, and SBA commercial databases.
- Perform online research and data mining for complex fraud investigations.
- Thoroughly analyze investigative records, assist in preparing IG and grand jury subpoenas.
- Analyze computerized data for internal and external statistical reporting.
Case Manager/Paralegal Specialist
U. S. Small Business Administration
09.2017 - 06.2019
- ..Performing legal reviews of residential and business loan documents for compliance with applicable agency policies and practices, regulations, and laws.
- Responding to loan related inquiries from, and preparing correspondence for, wide range of customers such as Attorneys, borrowers, managers/supervisors, other internal and external partners, and general public.
- Managing portfolio of loans and performing all loan closing duties for any assigned loans while complying with portfolio management directives.
- Prepares reports by collecting, analyzing, and summarizing application and results in data and trends; compiling, statistics; completing grant and subsidy applications.
- Making recommendations for disbursement of funds within agency guidelines.
- Using Microsoft Office software or other computer applications such as mainframe database software to perform wide variety of function.
Education
MBA - Business Administration
University of Phoenix
Dallas07.2017
Bachelor of Science - Business Management
University of Phoenix
Dallas, TX2014
Graduate Certificate - Marketing
Southern Methodist University
Dallas, TX03.2005
Skills
- Microsoft Office Suite Proficiency
- Proficient in Problem Solving
- Document Analysis
- Strategic Business Development
- Exceptional Customer Service
- Team Player
- Task Prioritization
- Contract Negotiation
- Real Estate Sales Experience
- Customer Relationship Management
- Fraud Detection Specialist
Timeline
Customer Service Representative
U. S. Small Business Administration
10.2024 - 01.2025
Claims Intake Specialist
Reliance Matrix
11.2023 - 10.2024
Case Manager/Paralegal Specialist /Remote
U. S. Small Business Administration
04.2021 - 05.2023
Investigative Analyst /Remote
U. S. Census Bureau
01.2020 - 04.2021
Case Manager/Paralegal Specialist
U. S. Small Business Administration
09.2017 - 06.2019
MBA - Business Administration
University of Phoenix
Bachelor of Science - Business Management
University of Phoenix
Graduate Certificate - Marketing
Southern Methodist University
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