CASSIDY HOLLER
Jacksonville
Summary
Results-driven professional with 7 years of experience managing complex responsibilities and sensitive information. Known for delivering accurate, high-quality work, maintaining strong attention to detail, and adapting quickly to structured, process-driven environments. Demonstrates excellence in organization, written communication, and problem-solving in fast-paced settings.
Overview
9
9
years of professional experience
1
1
year of post-secondary education
Work History
Level 2 Customer Service Agent
Freedom Mortgage Corporation
Remote
2024.11 - Current
- Managed high volume inbound/outbound calls and a deadline driven environment
- Managed multiple concurrent cases independently
- Encouraged timely payments by educating customers on their mortgage responsibilities, successfully collecting payments and resolving delinquency issues with professionalism.
- Resolve customer inquiries via chat and internal messaging system
- Resolved complex customer complaints and account discrepancies by creating and managing service tickets, ensuring swift and accurate resolution.
- Guided borrowers through escrow analysis reviews, breaking down tax and insurance changes to promote clarity and trust.
- Delivered web and mobile app support for Freedom Mortgage.com, troubleshooting technical issues and improving customer access to digital tools.
- Maintained expert knowledge of loan servicing processes, helping customers navigate their accounts while adhering to compliance standards and performance metrics.
- Provided exceptional customer support, enhancing client satisfaction through effective communication and problem resolution.
- Handle sensitive, financial and personal in compliance with privacy regulations
- Met productivity, quality and attendance benchmarks
Customer Care Specialist
Angels By Your Side
Jacksonville
2022.01 - 2024.06
- Served as primary point of contact for urgent client needs, demonstrating exceptional composure and decision-making under pressure while managing 50+ inquiries daily
- Expertly explained complex legal and financial obligations to clients, ensuring 100% understanding of terms, conditions, and compliance requirements
- Processed and verified time-sensitive financial transactions with perfect accuracy, handling payments ranging from $1,000 to $50,000
- Maintained meticulous documentation and records in compliance with state regulations and company policies
- Developed strong working relationships with legal professionals, law enforcement, and court personnel to facilitate efficient service delivery
- Reduced client stress during challenging situations through clear communication and empathetic problem-solving
- Created streamlined documentation process that reduced paperwork completion time by 25% while maintaining accuracy
- Consistently achieved 95%+ satisfaction ratings through professional service and thorough follow-up
Assistant Director
T's Learning Center
Jacksonville
2020.01 - 2022.05
- Served as Assistant Director for a licensed educational facility, supporting daily operations and staff supervision while ensuring compliance with state regulations
- Managed enrollment processes and facility finances, including tuition collection, payment processing, and basic budget tracking
- Developed and implemented improved staff training procedures for new team members, contributing to a more efficient onboarding process
- Maintained detailed records for licensing requirements, safety protocols, and quality assurance measures
- Built strong relationships with families through professional communication and responsive problem-solving
- Created streamlined administrative processes for enrollment and record-keeping, improving overall facility organization
- Coordinated facility tours and parent orientations, consistently receiving positive feedback on presentation and communication skills
- Assisted in emergency response planning and safety procedures while maintaining required certifications
- Balanced multiple priorities in a fast-paced environment while supporting both staff and family needs
Crew Member
Tropical Smoothie Cafe
Jacksonville
2017.05 - 2019.11
- Mastered fast-paced customer service operations while balancing academic commitments, demonstrating exceptional time management skills
- Handled financial transactions and cash reconciliation with consistent accuracy
- Ensured customer safety and satisfaction by carefully managing dietary restrictions and special requests
- Collaborated with team members during peak hours to maintain efficient service and positive customer experience
- Assisted with inventory management and supply tracking to prevent product shortages
- Maintained rigorous food safety and sanitation standards in compliance with health regulations
- Cross-trained in multiple positions to support team flexibility during high-volume periods
- Received recognition for reliability and consistent performance
Education
ASSOCIATE IN SCIENCE (A.S) - BUSINESS
FSCJ
Jacksonville, FL 2025.01 - 2026.01
HIGH SCHOOL DIPLOMA -
Frank H. Peterson
Jacksonville, FLSkills
- Written customer support (chat & email)
- Case documentation & account notes
- Data entry & records management
- Privacy & confidentiality (HIPAA / financial data)
- CRM & case management systems
- Microsoft Outlook, Word, Excel
- Multi-tasking across multiple systems
- Time management in remote environments
- Data entry
- Problem resolution
- Customer service
- Time management
- Compliance adherence
Additional Information - Awards
- Honors Graduate, Frank H. Peterson High School, 2020
- Perfect Attendance Achievement Senior Year, 2020
Remote work readiness
Remote Work Readiness
- Dedicated home workspace with reliable high-speed internet
- Independent work-from-home experience with virtual collaboration
- Strong written communication and professional messaging
- Experienced in managing multiple cases or chats simultaneously
- Comfortable handling sensitive and confidential information
- Flexible to hybrid arrangements for onboarding or occasional on-site needs
Timeline
ASSOCIATE IN SCIENCE (A.S) - BUSINESS
FSCJ
2025.01 - 2026.01
Level 2 Customer Service Agent
Freedom Mortgage Corporation
2024.11 - Current
Customer Care Specialist
Angels By Your Side
2022.01 - 2024.06
Assistant Director
T's Learning Center
2020.01 - 2022.05
Crew Member
Tropical Smoothie Cafe
2017.05 - 2019.11
HIGH SCHOOL DIPLOMA -
Frank H. Peterson