Shaquentha Griggs
Dallas
Summary
Results-driven financial services professional with over 10 years of expertise in account resolution and mortgage operations. Demonstrated success in managing high-volume customer interactions and resolving complex issues while ensuring regulatory compliance. Recognized for enhancing team performance and customer satisfaction through effective communication and leadership support.
Overview
13
13
years of professional experience
Work History
Senior Account Resolution Representative – Auto Operations
Wells Fargo Bank
Irving
06.2025 - Current
- Contacted customers to address delinquent auto loans, securing payment commitments to minimize losses.
- Managed inbound/outbound calls using manual and dialer systems.
- Resolved customer complaints in a professional manner while remaining empathetic to their concerns.
- Ensured compliance with regulations while identifying and mitigating operational risks.
- Supported and mentored team members, providing actionable feedback for process improvements.
Senior Customer Service Representative
VSP Vision Care
Greenville
05.2023 - 06.2025
- Supported customers with order processing, billing inquiries, returns, and technical support to enhance overall satisfaction.
- Addressed customer inquiries regarding vision plans and benefits to provide timely and accurate information.
- Educated clients on eye care products and services offered by the company.
- Managed records and completed administrative reporting tasks to ensure accurate information flow.
Operations Specialist – Mortgage
JPMorgan Chase
Plano
11.2016 - 11.2022
- Reviewed loan documentation to ensure accuracy and compliance in mortgage processing.
- Collaborated with internal partners and ensured regulatory compliance.
- Facilitated communication between departments to resolve issues promptly.
- Completed and analyzed various reports to identify areas for operational improvements.
Personal Banker
Wells Fargo
Grapevine
05.2015 - 11.2016
- Guided customers in opening and closing accounts and applying for loans to support their financial goals.
- Processed transactions and assisted customers with banking services to ensure smooth financial operations.
- Provided personalized financial advice to enhance client relationships.
- Collaborated with team members to streamline service processes, enhancing overall customer experience.
- Followed operational standards, promoting security, risk management and compliance.
Customer Service Representative
Capital One
Irving
09.2013 - 05.2014
- Delivered exceptional customer support through phone and email, ensuring timely issue resolution.
- Handled high-volume calls to efficiently resolve customer issues and enhance satisfaction.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assisted sales team members, contributing to overall growth and development initiatives.
Education
Associate of Arts - General Studies
Tyler Junior College
Tyler, TX01-2012
Diploma -
Greenville High School
Greenville, TX01-2009
Skills
- Loan processing
- Payment resolution
- Account management
- Account reconciliation
- Customer relationship management
- Regulatory compliance
- Data analysis
Timeline
Senior Account Resolution Representative – Auto Operations
Wells Fargo Bank
06.2025 - Current
Senior Customer Service Representative
VSP Vision Care
05.2023 - 06.2025
Operations Specialist – Mortgage
JPMorgan Chase
11.2016 - 11.2022
Personal Banker
Wells Fargo
05.2015 - 11.2016
Customer Service Representative
Capital One
09.2013 - 05.2014
Associate of Arts - General Studies
Tyler Junior College
Diploma -
Greenville High School