Open to opportunities

Quinette Gaston

@quinettegaston

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Customer Service Representative focused on loan processing and customer satisfaction.

United States

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What I'm looking for

I’m seeking a position where I can grow in leadership and knowledge, while using my strong customer service and administrative skills to improve customer outcomes, support accurate records, and contribute to team performance.

I’m an innovative customer service professional who continues to develop and excel in leadership and knowledge. I bring strong customer service and administrative skills, with a proactive communication style that keeps interactions accurate, timely, and professional.

At HGS (Humana), I answered product and service questions, resolved customer issues, and escalated complex cases when necessary. I retrieved and updated customer account information, policy schedules, and relevant data, while also generating sales leads or assisting with sales efforts when needed.

I’ve supported customers through chat and phone at Sitel, and handled borrower questions throughout the loan process at Freedom Mortgage, particularly before final approval. Earlier, at Convergys Corp., I managed high-volume inbound and outbound calls across phone, email, live chat, and social media—tracking interactions, documenting per SOPs, resolving issues, and upselling when appropriate.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Hgs (Humana)

May 2022 - Jun 2025 (3 years 1 month)

Answered customer questions and resolved product or service issues while keeping customer account information and policy schedules up to date. Escalated complex cases to supervisors and generated sales leads when needed.

Customer Service Escalation Management Sales Lead Generation

Customer Service Chat Support

Sitel

Mar 2019 - Apr 2022 (3 years 1 month)

Provided phone and chat support to maintain customer satisfaction by addressing customer needs and resolving concerns. Answered calls promptly, handled requests for products and services, and supported internal and external customers.

Chat Support Call Handling Customer Satisfaction Customer Support Data Entry

Customer Service Representative

Freedom Mortgage

Jan 2017 - Feb 2019 (2 years 1 month)

Assisted borrowers with questions and concerns throughout the loan process, especially before final approval. Managed inbound and outbound calls and ensured accurate documentation of customer interactions via phone and email.

Loan Processing Customer Service Inbound Outbound Calls Email Communication Documentation Management Record keeping Time Management

Customer Service & Sales Rep

Convergys Corp.

Aug 2014 - Dec 2016 (2 years 4 months)

Handled high volumes of inbound and outbound customer calls and supported customers via phone, email, live chat, and social media. Resolved inquiries, documented interactions per SOPs, escalated priority issues, and upsold products when appropriate.

Inbound Outbound Calls Live Chat Support Escalations Upselling