Summary
Overview
Work History
Education
Skills
References
Timeline
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Jacqueline Coleman

Redford

Summary

Dynamic professional with a proven track record at Waste Management, excelling in client retention strategies, and operational excellence. Adept at enhancing customer allegiance through effective communication and strategic decision-making. Recognized for streamlining processes, resulting in improved service quality and timely document management. Strong leadership skills drive team success and client satisfaction.

Overview

11
11
years of professional experience

Work History

New Accounts Call Service Ambassador

Raymond James
09.2022 - Current
  • Provides comprehensive education to branch personnel on account opening and maintenance procedures, ensuring seamless client service.
  • Demonstrates proficiency in establishing new client accounts, adhering to industry registration requirements and processing documents in accordance with industry policies and regulations.
  • Maintains meticulous records to track and fulfill client requests promptly and accurately, ensuring effective issue resolution and client satisfaction.

Correspondent Closing Specialist

Rocket Mortgage
09.2020 - 05.2022
  • Collaborated directly with client partners to balance and verify the accuracy of Closing Disclosure documents.
  • Identified and implemented necessary adjustments or updates to the Closing Disclosure documents in collaboration with client partners.
  • Ensured timely and accurate posting of balanced Closing Disclosure documents on the Partner Portal, facilitating seamless loan closure with clients.

Customer Service Team Lead

Waste Management
06.2014 - 09.2020
  • Facilitated resolutions for escalated customer inquiries, significantly enhancing the customer service experience and fostering customer satisfaction.
  • Streamlined the complaint resolution process by collaborating with management, resulting in improved customer relationships and service quality.
  • Played a pivotal role in recruitment by assisting management during new hire interviews, while also managing credit processing for clients experiencing service disruptions.

Payoff Vendor Specialist

Rocket Mortgage
  • Fostered and managed vendor relationships to ensure timely delivery and reliable response, enhancing the overall service quality.
  • Collaborated with various teams, providing regular updates on order status, ensuring seamless interdepartmental communication.
  • Procured and processed Payoff documents for client mortgages and refinances; conducted in-depth online research to verify records, initiating necessary corrections.

Education

Diploma - Business Administration

Martin Luther King Senior High School
Detroit, MI

Skills

  • Leadership
  • Client retention strategy
  • Time optimization
  • Customer experience management
    Operational excellence
    Client engagement strategies
  • Communication skills
  • Enhancing customer allegiance
  • Strategic decision making
  • Objective planning
  • Recruitment assistance

References

References available upon request.

Timeline

New Accounts Call Service Ambassador

Raymond James
09.2022 - Current

Correspondent Closing Specialist

Rocket Mortgage
09.2020 - 05.2022

Customer Service Team Lead

Waste Management
06.2014 - 09.2020

Payoff Vendor Specialist

Rocket Mortgage

Diploma - Business Administration

Martin Luther King Senior High School

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