Michael Gomez
Citrus Heights,California
Summary
Hardworking Client Support Specialist with terrific problem-solving and troubleshooting skills. Engaging and personable to promote a "client first" mentality and dedicated to contributing to team-based environments.
Overview
25
25
years of professional experience
Work History
Client Support Specialist
GoodLeap
Roseville, CA
10.2023 - Current
- Collaborated closely with cross-functional teams to ensure comprehensive resolutions for clients'' concerns.
- Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
- Managed multiple tasks simultaneously, ensuring all deadlines were met without compromising quality standards.
- Verified basic needs are being met, providing navigation assistance for various benefits and available services.
Compliance Specialist
American Pacific Mortgage
Roseville, CA
09.2019 - 08.2023
- Assisted in the preparation of regular reports for senior management, detailing compliance activities and progress towards established goals.
- Served as a point of contact for employees seeking guidance on compliance matters, instilling confidence in the organization''s commitment to regulatory adherence.
- Provided expert guidance to colleagues on matters related to regulatory compliance, solidifying company-wide understanding of requirements.
- Supported team by pitching in to complete special projects.
Loan Processing Assistant
CMG Mortgage Inc
Roseville, CA
08.2014 - 11.2018
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Set up and completed loan submission packages.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Communicated with customers daily to request information and complete paperwork.
Call Center Supervisor
Pick N Pull Auto Dismantlers
Rancho Cordova, CA
07.2009 - 09.2013
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
Customer Service Representative
AT&T
Roseville, CA
04.1999 - 01.2009
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
High School Diploma -
Casa Roble Fundamental High School
06.1995
Skills
- Adaptability
- Problem solving skills
- Scheduling Proficiency
- Client Relationship Building
- Document and Records Management
- Interpersonal and written communication
- Empathy and patience
- Support inquiry assistance
- Strong Work Ethic
- Problem Resolution
- Excellent phone skills
- Great customer service
- Inbound Phone Call Management
Certifications
- Medical Terminology
- Revenue Cycle
Timeline
Client Support Specialist
GoodLeap
10.2023 - Current
Compliance Specialist
American Pacific Mortgage
09.2019 - 08.2023
Loan Processing Assistant
CMG Mortgage Inc
08.2014 - 11.2018
Call Center Supervisor
Pick N Pull Auto Dismantlers
07.2009 - 09.2013
Customer Service Representative
AT&T
04.1999 - 01.2009
High School Diploma -
Casa Roble Fundamental High School