THELMA I. GOMEZ
Atlanta,GA
Summary
Professional with strong background in customer service and communication, prepared to excel in client interaction and support roles. Proven ability to enhance client satisfaction through effective problem-solving and responsiveness. Known for fostering team collaboration, adapting to changing needs, and consistently delivering results. Skilled in conflict resolution, data entry, and time management, with proactive approach to meeting organizational goals.
Overview
16
16
years of professional experience
1
1
Certificate
Work History
Remote Contact Representative/ Legal Administrative Specialist
Department of Veterans Affairs GS 09-02
07.2023 - Current
- Responded to veteran requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from veterans.
- Collaborated with staff members to enhance production to provide quality service and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing veteran concerns, demonstrating empathy, and resolving problems swiftly.
- Analyze claims and initiate action to obtain all required evidence to support the claim.
- Technical troubleshooting equipment hardware and system software issues for optimal use.
- Full time 40 hrs per week
Client Support Representative/ Loan Specialist
US Small Business Administration GS 09-01
10.2020 - 05.2022
- Obtain applicant's credit history, assess financial statements and client’s creditworthiness to determine risk factors for granting loans and grants.
- Observed all regulatory, compliance, and security policies and procedures to keep data protected from breaches.
- Identified problem areas within the loan portfolio, analyzed risks and suggested appropriate solutions.
- Explained very technical financial information to applicants in easy to understand language.
- Maintained strict confidentiality of bank records and client information.
- Technical troubleshooting equipment and system software issues for optimal use.
- Full time 60 hrs per week
Optical Retail Manager
Cleo Nicci Eyewear New York Midtown Location
04.2017 - 09.2020
- Observed each employee's individual strengths and initiated a mentoring program to improve areas of weakness.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Answered questions about store policies and addressed customer concerns.
- Increased revenue by 30%
- Scheduling staff according to business traffic trends.
Medical Scribe/Attendee
Park Professional Eyecare
03.2015 - 04.2017
- Answer phones, billing, Patient data entry, auto refraction, optos, oct, visual fields, contact lens training.
- Documented patient histories and examination findings for efficient provider review.
- Analyzed workflow patterns, recommending process improvements to enhance operational efficiency.
- Assisted healthcare providers with charting during patient visits to enhance workflow efficiency.
- Maintained accurate electronic health records, ensuring compliance with documentation standards.
- Implemented quality assurance measures to reduce errors in medical records and improve data integrity.
Eye Care Supervisor
Lenscrafters
08.2009 - 11.2011
- Led daily operations to ensure exceptional customer service and product quality.
- Trained and mentored staff on best practices for lenses fitting and eyewear sales.
- Analyzed sales trends to identify opportunities for strategic product placement and promotions.
- Collaborated with cross-functional teams to enhance operational efficiency and customer satisfaction.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Education
Master’s Degree -
Metropolitan College of New York
Bachelor’s Degree - undefined
College of New Rochelle
Skills
- 5 Years Call Center Experience
- Technical Support
- Client Complaint resolution
- Proficient in Microsoft Applications
- Data Entry Proficiency
- Data visualization tools, Tableau
- CRM tools, Salesforce
- System Software Updates
- Goal oriented
- Customer service
- Resolving issues
- Verbal and written communication
Accomplishments
Germany Field Practicum 2019
Certification
Comptia Security+ Certification in Progress
Languages
Spanish
Timeline
Remote Contact Representative/ Legal Administrative Specialist
Department of Veterans Affairs GS 09-02
07.2023 - Current
Client Support Representative/ Loan Specialist
US Small Business Administration GS 09-01
10.2020 - 05.2022
Optical Retail Manager
Cleo Nicci Eyewear New York Midtown Location
04.2017 - 09.2020
Medical Scribe/Attendee
Park Professional Eyecare
03.2015 - 04.2017
Eye Care Supervisor
Lenscrafters
08.2009 - 11.2011
Bachelor’s Degree - undefined
College of New Rochelle
Master’s Degree -
Metropolitan College of New York
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