DENISE GUILLORY
Aubrey,TX
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
Work History
Customer Service Representative (CSR)
U.S. Small Business Admin - Office Of Disaster Assistance
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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Claims Intake Specialist
Reliance Matrix
11.2023 - 10.2024
- Answer inbound calls from clients and claimants nationwide
- Manage high volume of incoming calls from policyholders with excellent communication and empathy
- Respond to client inquiries promptly and efficiently, ensuring exceptional customer service
- Resolve routine administrative and technical issues related to claims intake
- Maintain and protected personal health information in compliance with HIPAA rules
- Improved customer satisfaction levels by promptly addressing concerns and providing clear explanations of claim decisions.
Case Manager/Paralegal Specialist
U. S. Small Business Administration
04.2021 - 05.2023
- Conducted legal reviews of business loan documents for compliance with agency policies and regulations
- Handled cases related to Suspected EIDL Fraud (SEF) and Suspected Identity Theft (SIT)
- Provided superior customer service to Grant and Targeted Advance borrowers
- Reviewed applicant applications for procedural accuracy and answered technical personnel/payroll questions
- Contacted borrowers to obtain missing tax documents
- Reviewed files for financial discrepancies and suspicious information
- Examined suspicious email providers and email addresses
- Looked for businesses established after disaster date and sent them for SEF/SIT review
Investigative Analyst
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
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
Education
MBA -
University of Phoenix
Dallas, TX07.2017
Skills
- Microsoft Office Proficiency
- Collaborative Relationship Development
- Public Speaking
- Goal Setting Expertise
- Market Trend Research
- Trade Show Presentations
- Territory Oversight
- Customer Conflict Resolution
- Collaborated with team of 5 in the development of
- Team Leadership
Timeline
Customer Service Representative (CSR)
U.S. Small Business Admin - Office Of Disaster Assistance
10.2024 - 01.2025
Claims Intake Specialist
Reliance Matrix
11.2023 - 10.2024
Case Manager/Paralegal Specialist
U. S. Small Business Administration
04.2021 - 05.2023
Investigative Analyst
U. S. Census Bureau
01.2020 - 04.2021
Case Manager/Paralegal Specialist
U. S. Small Business Administration
09.2017 - 06.2019
MBA -
University of Phoenix
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