Summary
Overview
Work History
Education
Skills
Professional Development
Timeline
Work Availability
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KISHA L GRIFFIN

KISHA L GRIFFIN

Royse City,Texas

Summary

Professional with strong background in customer support and keen ability to resolve complex issues effectively. Skilled in communication, troubleshooting, and using CRM systems to enhance customer satisfaction. Known for reliability, adaptability, and collaborative approach in team settings. Adept at managing multiple tasks and delivering consistent results in fast-paced environments.

Overview

22
22
years of professional experience

Work History

Corporate Business Support Trainer

AmeriHome Mortgage
03.2018 - 06.2022
  • Developed a strong support network for all employees by regularly offering refresher courses, supplemental resources, and ongoing mentorship opportunities
  • Coordinated onboarding efforts with stakeholders in Operations, HR, and Recruitment to successfully onboard new employees in JIRA
  • Mitigated production floor crises triggered by change in federal guidelines and regulations
  • Partnered with BSA to analyze KPI and quality metrics to create new process flows for increased efficiency and QA improvement
  • Created engaging learning materials that catered to diverse learning preferences, increasing comprehension levels among participants
  • Streamlined communication between departments by hosting joint-training events focused on fostering teamwork and effective collaboration strategies

TRAINING FACILITATOR

JP Morgan Chase
05.2011 - 12.2017
  • Identified areas in need of improvement and implemented solutions
  • Delivering virtual training to domestic and international employees for required learning curricula
  • Developed comprehensive job aids and resources for employees to reference post-training, enhancing knowledge retention over time
  • Collaborated with cross-functional teams to identify skill gaps and develop targeted training initiatives
  • Acted as a trusted SME for third party lenders, auditors, and compliance management
  • Trained staff on actions needed to support consumer privacy during online file review and protocol for safely discarding physical documents
  • Documented class attendance and participation and provided feedback to management

RECORDS MANAGEMENT CLIENT SERVICES

JP Morgan Chase
04.2005 - 05.2011
  • Managed queue to ensure employees responded to client inquiries, document requests, and escalations according to Sunrise and Sunset policy
  • Engaged in daily communications with internal partners and identified document-related issues that required interdepartmental cooperation
  • Forwarded documents requiring legal review to Custody department to obtain instructions for subsequent document resolution.
  • Placed outbound client calls to negotiate agreements for document delivery, correction, or updated document execution
  • Adhered to established procedures for handling sensitive and classified documents to retain chain of custody integrity

QUALITY MONITOR COACH CUSTOMER CARE PROFESSIONAL

Chase Home Finance
11.2000 - 04.2005
  • Improved product quality by conducting thorough inspections and implementing corrective actions
  • Assisted in preparing for audits by gathering necessary documentation and coordinating internal reviews, ensuring successful outcomes from regulatory inspections
  • Enhanced team performance through regular feedback and coaching on quality assurance best practices
  • Maintained detailed records of all quality checks, facilitating easy identification of trends or recurring issues for further investigation
  • Opened proper routes to create work orders for back-office research and support

Education

Bachelor of Arts - Communications

Henderson State University
Arkadelphia, AR

Skills

  • Task delegation
  • Training delivery
  • Motivational techniques
  • Feedback delivery
  • Customer service
  • Multitasking and organization
  • Verbal and written communication
  • Team building
  • Task prioritization
  • Relationship management
  • Policies and procedures

Professional Development

  • The Leadership Academy, 05/2022, Franklin D Covey
  • Training & Facilitation, 07/2024, Effective Training & Facilitation, Dallas, Texas

Timeline

Corporate Business Support Trainer

AmeriHome Mortgage
03.2018 - 06.2022

TRAINING FACILITATOR

JP Morgan Chase
05.2011 - 12.2017

RECORDS MANAGEMENT CLIENT SERVICES

JP Morgan Chase
04.2005 - 05.2011

QUALITY MONITOR COACH CUSTOMER CARE PROFESSIONAL

Chase Home Finance
11.2000 - 04.2005

Bachelor of Arts - Communications

Henderson State University

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Whether you think you can or whether you think you can’t, you’re right!
Henry Ford

Software

Confluence

Jira

Windows Suite

Google Suite

TalentLMS

Zoom

Microsoft Teams

Adobe Connect

SharePoint

DocuSign

Jira

Black Knight

VLS LSAMS

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KISHA L GRIFFIN