JANIECE L. WIGGINS
Summary
Well-qualified and proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Family Self Sufficiency (FSS) Coordinator
Wake County Housing
Zebulon
07.2025 - Current
- Program Administration- Implement the FSS Family Self Sufficiency Program in compliance with HUD regulations, develop local FSS policies, and oversee the FSS Action Plan.
- Participant Recruitment & Onboarding- Conduct outreach to enroll families into the program and maintain required enrollment numbers.
- Goal Setting & Planning- work with participants to develop individualized goals, which are documented in an Individual Training and Services Plan (ITSP), and help them create a contract for participation.
- Case Management and Coaching- Provide counseling, case management, and support to participants to help them reach their goals.
- Community Partnerships- Build and maintain partnership with community service providers, employers, and other agencies to create a network of support for participants.
- Job & Skill Development- Support participants in job search, placement, retention, and advancement, as well as education, training, and homeownership goals.
- Escrow Account Management- Monitor participants escrow accounts, report on their balances, and process disbursements upon graduation from the program.
Remote Customer Service Representatives
Transworld Systems Inc.(TSI)
Washington
05.2025 - 11.2025
- Customer Interaction & Problem Resolution- Act as the initial contact, listen to and identify customer concerns, and provide prompt and empathetic solutions.
- Account Management- Process payments, make changes to customer accounts, and explain billing information.
- Service Coordination- Initiate service transfers and disconnections, and provide information on available products and services.
- Record keeping- Maintain accurate records of customers interactions and inquiries.
- Collaboration: Work with other departments to resolve complex customer issues and provide a positive customer experience.
- Communication: Answered high volumes calls about 115 calls a day with excellent verbal and written skills to interact with customers.
Assistant Property Manager
Career Strategies
Alexandria
02.2022 - 03.2025
- Assists in managing all aspects of a building's occupancy and maintenance
- Communicates with tenants regarding property-related issues
- Coordinates with tenants and third parties to address maintenance and facility needs
- Processes applications and product credit checks
- Collaborates with property management team to produce advertising materials
- Meets with prospective tenants to show properties, conduct interviews, receive rental applications and explain term of occupancy
- Collect monthly fees and maintains records of payments and rental activity
- Coordinates with outside vendors to arrange trash removal, maintenance, landscaping, security and other services
- Utilize both Yardi and OneSite systems to verify household compositions, maintenance work order requests and tenant information
- Contributes to team efforts by accomplishing related tasks as needed
COVID Vaccine Scheduler Team Lead (Contractor)
MB Staffing
Temple Hills
02.2021 - 06.2021
- Respond to inquiries resulting from COVID-19 vaccination scheduling questionnaires or communications
- Answered incoming calls from the public related to COVID-19 vaccination scheduling
- Used independent judgment to understand the logistics of available time slots and of the location, distance and/or time of available appointments within a reasonable distance/timeframe to book an appointment
- Made outgoing calls to follow up on vaccination questions
- Evaluated the needs of the caller to determine the best course of action to assist in scheduling a COVID-19 vaccine appointment. Transfer/refer caller to appropriate entities according to the established guidelines
- Facilitate the fulfillment of caller requests for materials via mail, email, or download
- Maintained a current understanding of CDC information on regulations, policies, and procedures in order to provide knowledgeable responses to numerous telephone inquiries in a courteous, timely and professional manner
- Adhere to the Privacy Act as it relates to the confidentiality of information provided by callers
- Track and document all inquiries using the applicable systems. Facilitate translation services for non-English speaking callers according to outlined procedures
- Attend meetings and trainings, as requested, and maintain up-to-date knowledge of all programs and systems
- Meet quality assurance (QA) and other key performance metrics
- Report problems that occur and assist with the resolution
- Utilize databases and written materials to look up and provide information to telephone inquiries
- Respond to telephone inquiries within the set departmental staffing and time parameters
Occupancy Specialist II
Alexandria Redevelopment & Housing Authority
Alexandria
07.2007 - 01.2020
- Conducted interviews to determine eligibility for Federal Housing Subsidies
- Utilize both Tenmast and EIV systems to verify household compositions, income, and legal residency status
- Facilitate both individual and group briefing to explain both rules and regulation that Govern Federal Housing
- Provide Housing assistance to locate affordable rental units
- Work collaboratively with landlords to ensure leases are in compliance with HUD guidelines
- Complete annual reexaminations and compute interim changes
- Process portability requests and obtain documentation to ensure accurate transition of required information
Education
High School Diploma -
Friendly High School
Fort Washington, MDSkills
- Sale expertise
- Order fulfillment
- Credit card processing
- Complaint resolution
- Report preparation
- Service standard compliance
- Data entry
- Administrative support
- Multi-line phone talent
- Computer proficient
- Route dispatch
- MS Office proficiency
- Professional telephone demeanor
- Receiving support
Certification
- Certified Occupancy Specialist (COS)
- Certified UPCS Inspector
Timeline
Family Self Sufficiency (FSS) Coordinator
Wake County Housing
07.2025 - Current
Remote Customer Service Representatives
Transworld Systems Inc.(TSI)
05.2025 - 11.2025
Assistant Property Manager
Career Strategies
02.2022 - 03.2025
COVID Vaccine Scheduler Team Lead (Contractor)
MB Staffing
02.2021 - 06.2021
Occupancy Specialist II
Alexandria Redevelopment & Housing Authority
07.2007 - 01.2020
High School Diploma -
Friendly High School