Open to opportunities

Carolyn Joseph

@carolynjoseph

Message

Experienced bilingual customer service representative optimizing call efficiency and satisfaction.

United States

Message

What I'm looking for

I seek a customer-facing role (remote or onsite) to apply bilingual support, improve satisfaction, meet call metrics, leverage database and desktop skills, and grow into expanded responsibilities within a collaborative, process-driven team.

I am a proven Customer Service Representative with a track record of enhancing customer satisfaction and streamlining operations, notably at the U.S. Small Business Administration. I achieved a call time metric of under 6 minutes and 30 seconds while handling complex inquiries and assisting callers with enrollment into the Hardship Accommodation Plan.

I am skilled in bilingual support, desktop assistance, Microsoft Office and database management, and I quickly learn new systems. My background includes remote intake specialist work, banking account services, and collections, where I deliver efficient, empathetic customer interactions and maintain meticulous records.

Experience

Work history, roles, and key accomplishments

Intake Specialist

Weitz & Luxenberg

Feb 2025 - Aug 2025 (6 months)

Performed client intake, prepared and sent new client paperwork, and conducted follow-up communications while maintaining meticulous records in the firm's case management system.

Case Management Microsoft Office CRM Multitasking document preparation Attention To Detail

Customer Service Representative

U.S. Small Business Administration

May 2022 - Aug 2024 (2 years 3 months)

Communicated COVID-19 EIDL Hardship Accommodation Plan information, enrolled callers into HAP, verified identities, and met call metrics with average call time under 6 minutes 30 seconds.

Call Center Operations Identity Verification MySBA Portal Microsoft Office CRM Troubleshooting Metrics Analysis

Customer Service Representative

Bank of America

Aug 2020 - Aug 2022 (2 years)

Opened and serviced personal and commercial accounts, performed CIP identity checks, processed card and IRA requests, and handled 40–50 customer calls daily while cross-selling bank products.

Chex System NetTeller Cross Selling Customer Support Data Entry ChexSystems

Collections Representative

Intouch Credit Union

Sep 2018 - Aug 2020 (1 year 11 months)

Managed past-due accounts, negotiated payment plans, processed refunds and account adjustments, and prepared weekly collection reports to accelerate receivables recovery.

Collections Account Reconciliation ERP Systems Reporting Billing