Marquita Freeman
Jackson,MS
Summary
Results-driven professional with a background in project coordination, sales support, and financial services. Skilled in communication, attention to detail, and cross-team collaboration. Proven ability to manage timelines, resolve issues, and support smooth operations while improving customer and member experiences.
Overview
1
1
Certification
21
21
years of professional experience
Work History
Member Experience Specialist
Hope Credit Union
Jackson, Mississippi
12.2025 - Current
- Guided members in navigating online banking and mobile app to enhance user experience.
- Answered inbound telephone calls ,emails ,and other communication channels, providing prompt, professional, and accurate assistance to members and customers.
- Answered member questions about products and services.
- Processed debit, credit, and atm card requests along with account maintenance, ensuring seamless member service transactions.
- Research and resolve account discrepancies, transaction issues, and service-related concerns.
- Verified identification and updated member records for compliance and account security.
Senior Fraud Analyst
PNC Bank
Jackson, Mississippi
11.2021 - 10.2025
- Investigated suspicious activity in PNC Bank fraud cases and documented findings.
- Analyzed account activity for unauthorized transfers, card abuse, and check fraud.
- Analyzed and investigated suspicious activity reports to identify potential fraud cases.
- Monitored real-time queues and analyzed high-risk transactions from specified points of sale within business portfolio.
- Prepared case notes for PNC Bank investigations and escalation reviews.
- Collaborated with internal teams such as legal, compliance, operations and IT departments to ensure effective fraud management processes are in place.
- Performed risk assessment of customers based on their profiles, behaviors and past records.
- Provided detailed recommendations on how to prevent future frauds in a timely manner.
Mortgage Specialist/Call Center Customer Service Representative
US Bank
Remote, Remote
03.2020 - 11.2021
- Explained mortgage requirements and disclosures to US Bank customers clearly.
- Reviewed mortgage documents for completeness, accuracy, and lending compliance.
- Confirmed on-time mortgage payments as per signed agreements, reviewing records monthly to reduce past-due accounts.
- Prepared loan documents such as credit reports, income statements, appraisals, and closing statements.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Resolved billing, account, and service questions using call center systems
- Updated customer accounts, addresses and contact information within call management databases.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Installed Sales Project Manager
Lowes Home Improvment
Jackson, Mississippi
02.2006 - 03.2020
- Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
- Coordinated product orders, delivery schedules, and installation timelines.
- Communicated with vendors, installers, and store associates on project needs.
- Resolved customer questions about materials, scheduling, and job requirements.
- Drafted contracts outlining scope of work and payment terms for customers.
- Oversaw regional and local sales managers and staff.
- Developed training materials related to sales processes or procedures.
- Prepared presentations summarizing results from completed projects.
Education
Certificate of Technical Studies - Project Management
Lsu
Baton Rouge, LA03-2024
High School Diploma -
Provine High School
Jackson, MS05-2003
Skills
- Customer relationship management
- Customer service strategies
- Customer service skills
- Database management
- Project coordination
- Problem solving
- Attention to detail
- Verbal and written communication
Certification
- Public Notary Public
Timeline
Member Experience Specialist
Hope Credit Union
12.2025 - Current
Senior Fraud Analyst
PNC Bank
11.2021 - 10.2025
Mortgage Specialist/Call Center Customer Service Representative
US Bank
03.2020 - 11.2021
Installed Sales Project Manager
Lowes Home Improvment
02.2006 - 03.2020
Certificate of Technical Studies - Project Management
Lsu
High School Diploma -
Provine High School