Hi, I’m
Gaylynn Sumerlin
Arcadia,CA
Summary
A customer service professional, with valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving abilities.
Overview
17
years of professional experience
Work History
Federal Emergency Management Agency, FEMA
Individuals & Households Program Crew Leader
06.2022 - 02.2025
Job overview
- Served as the primary point of contact between 5-10 Applicant Services Program Specialists and upper management, relaying important information as necessary.
- Monitored team members at 20 Disaster Recovery Centers to verify work quality and address concerns.
- Developed a strong sense of teamwork among staff through regular communication and team building activities.
- Successfully led the teams in processing Individual Assistance claims, collectively submitted and updating over 5,000 applications for disaster assistance
- Promoted safe and inclusive work environment, recognizing achievements, and providing ongoing encouragement throughout challenging assignments, resulting in higher crew satisfaction.
Federal Emergency Management Agency, FEMA
Applicant Services Program Specialist
11.2016 - 06.2022
Job overview
- Communicated with approximately 200 disaster survivors daily, over the phone and in person to discuss case status and provide clarification with assistance process, and available disaster assistance programs.
- Maintained detailed records of all applicant interactions in National Emergency Management Information System (NEMIS) for easy reference during future engagements.
- Managed approximately 200 applicant inquiries per day, providing timely and accurate information to ensure customer satisfaction.
- Coordinated with state, local and voluntary partners to provide referrals for any unmet needs.
- Served as a liaison between applicants and internal departments to facilitate the seamless flow of information throughout the application process.
Tri Provide
Front Desk Concierge
11.2015 - 12.2021
Job overview
- Maintained a clean and organized front desk area of a 13 story, 147-unit residential building, contributing to a welcoming atmosphere for guests.
- Greeted visitors and residents upon arrival, offered assistance, and answered questions to build rapport and retention.
- Managed phone lines efficiently, directing calls to the appropriate personnel or taking messages as needed.
- Performed administrative tasks including filing paperwork, maintaining inventory of office supplies and coordinating maintenance requests.
- Collaborated effectively with property management to maintain smooth operations during peak hours or high traffic periods.
Bank of America
Customer Relationship Manager
12.2010 - 05.2012
Job overview
- Operated a portfolio of 250 home loans with liquidation or home retention options.
- Made clients aware of current and new programs and services.
- Updated client files of short sales contracts, foreclosure records, client interactions, client notes, and other information.
- Achieved sales goals through effective relationship management and sales activities.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Automobile Club of Southern California
Customer Service Representative
09.2007 - 12.2010
Job overview
- Managed high-stress calls effectively, maintaining professionalism under pressure while processing request for emergency roadside assistance.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the Auto Club.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from customers.
- Awarded for being top 5 in member satisfaction
Education
Pasadena City CollegePasadena, CA
Associate of Science from Business Administration
08-2016
University Overview
- Dean's List Fall 2014
- Pasadena City College Retirees Association Scholarship Recipient
- 3.8 GPA
Skills
- Crew management
- Multitasking and organization
- Teamwork and collaboration
- Verbal and written communication
- Problem resolution
- Call center experience
- Clerical support
- Quality control
- Microsoft Office Suite
- Customer service
- Critical thinking
- Guest relations
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Supervised teams of 5-10 staff members at FEMA.
- Achieved Top 5 in Member Satisfaction through effective customer service at Auto Club of Southern California.
- Product Promotion - Up-sold products and motivated customers to upgrade current bank products at Bank of America.
Certification
- Computerized Accounting, The Accounting Annex - 2018
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceHealthcare benefitsCompany CultureFlexible work hoursPaid sick leavePersonal development programs401k matchWork from home optionPaid time offLanguages
English
Native or Bilingual
Interests
Health
Beauty
Helping Others
Learning
Decorating
Timeline
Individuals & Households Program Crew Leader
Federal Emergency Management Agency, FEMA
06.2022 - 02.2025
Applicant Services Program Specialist
Federal Emergency Management Agency, FEMA
11.2016 - 06.2022
Front Desk Concierge
Tri Provide
11.2015 - 12.2021
Customer Relationship Manager
Bank of America
12.2010 - 05.2012
Customer Service Representative
Automobile Club of Southern California
09.2007 - 12.2010
Pasadena City College
Associate of Science from Business Administration
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