Jiqueshia Green
Orlando
Summary
Customer Service Professional with mortgage servicing experience and a strong background in banking support, technical troubleshooting, and client relationship management. Skilled in assisting clients with mortgage inquiries, including escrow accounts, property taxes, and insurance. Proven ability to resolve complex issues, maintain accurate records, and deliver exceptional customer experiences in fast-paced environments.
Overview
14
14
years of professional experience
Work History
Technical Support Specialist
Acorn Stairlifts
Orlando, FL
01.2024 - Current
- Process payments and provide warranty information.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Document customer interactions and resolutions accurately in company systems.
- Resolved complex technical issues through in-depth analysis and problem-solving techniques.
- Provided technical support for stairlift products, assisting customers with troubleshooting and product usage.
- Resolve customer issues while maintaining strong professional relationships.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
Customer Service Representative
TRUIST
Orlando, FL
03.2020 - 10.2023
- Delivered high-level customer service within a financial services environment.
- Assisted customers with mortgage-related inquiries including escrow accounts, property taxes, and homeowners’ insurance.
- Collaborated with internal departments to resolve complex customer concerns.
- Clearly explained mortgage account details to ensure customer understanding.
- Assist with individual retirement accounts (IRAs), certificates of deposits, (CDs), Vehicle loans, and mortgage loans.
- Balanced cash drawer daily with zero discrepancies.
- Adhered strictly to security protocols during cash handling.
- Supported branch management in various administrative task such as record-keeping, scheduling appointments etc.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Third Key Supervisor
United Against Poverty
Orlando, FL
06.2016 - 02.2020
- Supervised and trained a team of 10 employees in a high-volume nonprofit grocery store generating $2.5M in annual revenue.
- Managed daily store operations including merchandising, customer service, and staff direction.
- Trained new team members on operational procedures and customer engagement strategies.
- Resolved customer concerns through strong problem-solving and communication skills.
- Assisted with hiring support, scheduling interviews, cash reconciliation, and store closing procedures.
- Handled store opening and closing procedures, safeguarding company assets at all times.
Front Desk Agent
Extended Stay America
Orlando, FL
03.2012 - 04.2016
- Managed front desk operations including guest check-in, customer service, and administrative tasks.
- Maintained accurate customer records through data entry and documentation.
- Handled multi-line phone systems and directed calls appropriately.
- Ensured excellent guest experiences through professional communication.
- Handled guest inquiries and complaints, providing prompt resolutions to enhance satisfaction.
- Analyzed guest feedback to identify areas for improvement, leading to enhanced service offerings.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
Education
High School Diploma -
Oak Ridge High School
Orlando, FL05-2006
Skills
- Mortgage Customer Service
- Escrow, Taxes & Insurance Support
- Account Research & Resolution
- Customer Relationship Management
- Technical Troubleshooting
- Payment Processing
- Data Entry & Documentation
- Call Center Support
- Administrative Support
- Problem Solving
Timeline
Technical Support Specialist
Acorn Stairlifts
01.2024 - Current
Customer Service Representative
TRUIST
03.2020 - 10.2023
Third Key Supervisor
United Against Poverty
06.2016 - 02.2020
Front Desk Agent
Extended Stay America
03.2012 - 04.2016
High School Diploma -
Oak Ridge High School