Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:

Personable employee, leveraging more than 12 years of great performance and contribution to upper management and peers. Collaborative nature and strategic approach to problem-solving with passion for boosting team morale.

  • Project management
  • Call Center Operations/Customer Service
  • Conflict mediation
  • Customer relations
  • Problem Resolution
  • Senior leadership support
  • Report generation
  • Route management
  • Quality assurance controls
  • Ability to give orders
  • Supervisory role experience
  • Processes and procedures
  • Issue and conflict resolution
  • Time management
  • Active listening
  • Organizational skills
  • Reliable and trustworthy
  • Decision-making
Customer Service Specialist III, 12/2020 to Current
State Of GeorgiaWilkes, GA,
  • Documented conversations with customers to track requests, problems and solutions.
  • Assisted customers in making payments on accounts and setting up payment plans.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Supported operational improvements and resolution of problems to deliver top-notch customer service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Account Escalation Specialist III , 07/2020 to 12/2020
Pgim Global Short Duration High Yield Fund, Inc.Madison, NJ,
  • Review and take all escalated calls
  • Identified consumer needs, clarified information and researched issues to provide alternative solutions.
  • Coordinated topics with call center scripts to handle consumer questions, delivering appropriate answers.
  • Monitored queues and email inboxes to respond to consumers via multiple media formats.
  • Completed paperwork within established guidelines to document consumer requests.
  • Attended educational seminars and conferences to develop expertise and improve performance.
Mortgage Processor – WM Mortgage Operations, 03/2020 to 07/2020
.City, STATE,
  • Processes and Pulled Credit Report
  • Review, analyze and identify errors on client modification application
  • Advised Mortgage Adviser on requirement for approving or declining applications
  • Maintained complete confidentiality of all submitted information according to release guidelines.
  • Discussed loan needs and financial histories with clients and conveyed information regarding application processes.
Operation Specialist II- Bankruptcy, 01/2012 to 02/2020
.City, STATE,
  • Identified operational and performance issues and worked with managers to resolve concerns.
  • Completed various reports and analyzed each report to decide where improvements could be made.
  • Served as liaison between certain departments to implement new improvement plans and changes.
  • Analyzed operational performance to identify pain points and provided actionable solutions to management.
  • Wrote reports outlining results to facilitate management decision making.
  • Execute documents (Proofread and sign sworn and non-sworn documents Chase’ home and consumer mortgage.
  • SME for Post Closing Loans (Review close loans to be error free,
  • Reconcile fees (Identify and apply fees collected appropriately.
  • SME for Home Equity Loans and Executing Service Release loans
  • Create, Updates and communicate change of procedures process to departments
  • Manage and complete the Takedown Reversal project on time, and updating line of business procedures
  • Performs research and resolves highly complex dilemma, reviewing loans making sure payments were allocated properly (Suspense amount), building payment history ledger making sure that loans were discharged properly on Chase systems
  • Identify errors on the logic that affect over 3000 take-down loans which would have had impact on Chase and customers).
  • Meet auditors requirements by ensuring that all regulations governing bankruptcy activities were adhered to prevent adverse impact to the company
  • Conducted thorough root cause analysis and provided detailed recommendations for improving processes to avoid loans from going to out of standard
  • Attend meetings and conferences on decision making, suggesting strategies needed improve employee satisfaction
Job Coach/Trainer, , 01/2010 to 12/2012
.City, STATE,
  • Trained newly hired top talent to fill key positions and maximize productivity.
  • Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
  • Identified areas of concern uncovered during training sessions and suggested methods to reduce risk.
  • Reduced process gaps by training new hires on best practices and protocols.
  • Completed frequent assessments of training materials, structure and success rates to enhance program.
  • Produced training materials to engage and educate individuals.
  • Educated, coached and mentored 79 new hires in multiple positions.
Relationship Management Specialist, 01/2010 to 12/2010
.City, STATE,
  • Identified needs of customers promptly and efficiently.
  • Communicated investor’s specific documentation requirements
  • Researched and resolved inquiries and problems related to individual circumstances on loans
  • Researched and resolved inquiries and problems related to individual circumstances on loans
Collections Supervisor, Mortgage, 01/2006 to 02/2009
CitigroupCity, STATE,
  • Mentored collection team on successful tactics to increase workflow and productivity.
  • Identified high priority situations and took appropriate escalation actions to resolve issues.
  • Produced weekly and monthly performance measurement reporting for collection teams.
  • Translated risk and control processes into day-to-day responsibilities and delegated tasks to collections team.
  • Exceeded monthly collection targets and goals 98%.
  • Motivated employees with positive reinforcement
Education and Training
Ph.D.: Business Psychology, Expected in 10/2024
University of Texas Dallas - Richardson, TX,
Master of Arts: Organizational Leadership, Expected in 11/2020
The University of Arizona - Globe, AZ,
Bachelor of Arts: Business Psychology, Expected in 01/2005
DeVry University - Irving, TX,

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School Attended

  • University of Texas Dallas
  • The University of Arizona
  • DeVry University

Job Titles Held:

  • Customer Service Specialist III
  • Account Escalation Specialist III
  • Mortgage Processor – WM Mortgage Operations
  • Operation Specialist II- Bankruptcy
  • Job Coach/Trainer,
  • Relationship Management Specialist
  • Collections Supervisor, Mortgage


  • Ph.D.
  • Master of Arts
  • Bachelor of Arts

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