Jackie Green
Shreveport
Summary
Results-driven Customer Service Support and Fraud Collections Specialist with 26 years of call center experience. Skilled in resolving escalated complaints and enhancing service protocols to improve customer satisfaction. Collaborates effectively with teams to streamline issue resolution and drive positive outcomes.
Overview
13
13
years of professional experience
Work History
Customer Operations Associate
AEP
Shreveport
02.2026 - Current
- Resolve customer inquiries efficiently, ensuring high levels of satisfaction and professionalism.
- Process service orders, trouble-tickets, and manage customer account activities in a call center environment.
- Provide accurate information regarding orders, billing, and other account management tasks.
- Document customer interactions and follow up to confirm satisfaction and address any further needs.
- Collaborate with team members and leadership to improve customer experience.
Customer Service Analyst
MBO Partners
Ashburn
11.2024 - 05.2025
- Determined if customers were misled during the sales process, ensuring compliance and customer protection.
- Reviewed customer complaints and analyzed phone calls and documentation to identify potential UDAAP violations related to bank laws and regulations.
- Summarized findings in justification write-up and assessed whether customer complaints qualified for restitution.
Consumer Solutions Specialist II
Patelco Credit Union
Dublin
12.2023 - 11.2024
- Negotiated payment arrangements with customers, facilitating resolution of account balances.
- Provided excellent customer service while addressing inquiries and concerns.
- Assisted customers in clarifying payment options and responsibilities, improving customer understanding.
- Collaborated with team members to create collection strategies, enhancing overall effectiveness.
- Managed inbound and outbound calls to collect outstanding debts.
- Followed fair debt practices and regulatory guidelines when managing the collections process.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
Sales/Support & Fulfillment Associate
Bank of the West
San Ramon
03.2022 - 06.2023
- Assisted customers by responding to inbound calls regarding loan rates and terms/conditions, ensuring clarity and understanding.
- Answered customers' general inquiries/concerns regarding loan eligibility requirements.
- Conducted outbound calls to address general inquiries and guide customers through loan application processes, enhancing customer satisfaction.
- Troubleshot and assisted Customers with online application errors & website navigational issues.
- Processed online loan applications for customers.
- Explained missing documentation needed for loan applications while reviewing application statuses for customers, facilitating smoother processing.
- Transferred misrouted calls to the appropriate departments for further assistance.
PPP Loan Specialist
The Judge Group
Wayne
01.2021 - 04.2021
- Evaluated loan applications and credit information to assess borrower eligibility for loans.
- Reviewed financial statements to assess borrower repayment capacity.
- Analyzed tax and business documents to establish loan eligibility for business owners.
- Verified all documents provided by applicants for accuracy and completeness.
- Researched customer credit histories using computer databases and credit reporting agencies' websites.
- Assessed documentation for fraud and suspicious activity to mitigate risks.
Financial Services Consultant
San Francisco Fire Credit Union
San Francisco
06.2018 - 07.2020
- Demonstrated expertise in product knowledge and sales to identify and recommend appropriate products and services to clients.
- Analyzed client financial needs to recommend suitable products and services.
- Educated members on credit union offerings and financial literacy to enhance informed decision-making.
- Facilitated loan applications and processed necessary documentation efficiently.
- Processed chargeback requests promptly to resolve transaction disputes.
- Responded promptly and courteously to high chat and call volumes, resolving members' inquiries and concerns effectively.
- Processed deposits and withdrawals accurately to maintain financial records.
- Participated in regular meetings with senior management personnel regarding operational procedures.
- Established strong working relationships within the organization, fostering collaboration and contributing to team success.
Customer Care Specialist
Conduent Call Center
San Francisco
02.2017 - 06.2018
- Identified, researched, and resolved customer issues using available resources.
- Researched and resolved customer claims and disputes while establishing and maintaining customer accounts.
- Reviewed account history and activity with customers.
- Assisted customers and toll violators by answering questions regarding account details, policies, and procedures in a fast-paced inbound/outbound call center.
- Assisted customers with website navigational/technical issues and enrollment.
- Educated customers on prepaid tolling system and provided toll violators with options to resolve outstanding violations.
- Updated credit card information, processed payments and Researched billing and payment issues.
- Processed credit card payments and invoices, and prepared and sent correspondence.
Customer Service Specialist
Peet's Coffee Headquarters
Emeryville
11.2016 - 01.2017
- Customer Support: Resolved 20 to 30 email tickets daily by quickly responding to customers' complaints, concerns, and assisting them with managing their online accounts.
- Acquired expertise in coffee, tea, and brewing equipment, providing prompt and efficient responses to customer inquiries via inbound/outbound calls.
- Maintained up-to-date knowledge of weekly promotions and resolved website issues, enhancing customer navigation experience.
- Recommended additional products to customers during sales interactions.
- Recommended products and services tailored to customers' business and consumer needs, driving personalized sales.
- Ensured accurate entry of single and multiple orders into the CRM database.
- Created new customer account profiles, deleted outdated profiles, and assisted customer with password resets.
- Updated credit card/debit card payment methods, edited address & name change requests for customers' online profiles.
Customer Service Representative
Robert Half Office Team
Walnut Creek
06.2016 - 08.2016
- Conducted outbound calls to authenticate customers and verify business account information.
- Verified customer names and business addresses to confirm accuracy prior to shipping RSA devices.
- Verified and validated RSA token numbers in System of Record to ensure device accuracy.
- Researched customer information using Experian and other resources to ensure accuracy before shipping confidential data.
Retail Sales Associate
Ross Dress for Less
Dublin
03.2016 - 06.2016
- Greeted customers face to face, answered phone calls, and resolved merchandise concerns and store complaints to enhance customer satisfaction.
- Coordinated and updated store inventory daily, ensuring proper merchandise presentation aligned with company standards to optimize sales.
- Handled cash and cashier responsibilities within company policies and guidelines.
- Monitored store environment for suspicious activity, reporting findings to Loss Prevention Team to maintain a safe shopping experience.
Financial Crimes Specialist
Wells Fargo
San Francisco
07.2013 - 02.2015
- Investigated alerts and reports, confirming or dismissing fraudulent behavior to mitigate potential losses.
- Reviewed customer accounts, identifying patterns of fraudulent activity to enhance prevention strategies.
- Prepared detailed reports on findings from financial crimes investigations, supporting operational decisions and compliance.
- Maintained up-to-date knowledge of industry trends and emerging fraud tactics.
- Researched current trends in the field of financial crime prevention and detection.
- Maintained files, records, databases and prepared routine management reports.
- Performed general accounting handling functions such as closing accounts and placing accounts on hold.
- Provided Customer Support by responding to over 150 emails daily for both external & internal customers.
Education
Master of Science - Behavioral Sciences
San Francisco State University
San Francisco, CA05-2001
Skills
- Customer service
- Customer onboarding
- Customer retention
- Account management
- Loan processing
- Sales support
- Data analysis
Timeline
Customer Operations Associate
AEP
02.2026 - Current
Customer Service Analyst
MBO Partners
11.2024 - 05.2025
Consumer Solutions Specialist II
Patelco Credit Union
12.2023 - 11.2024
Sales/Support & Fulfillment Associate
Bank of the West
03.2022 - 06.2023
PPP Loan Specialist
The Judge Group
01.2021 - 04.2021
Financial Services Consultant
San Francisco Fire Credit Union
06.2018 - 07.2020
Customer Care Specialist
Conduent Call Center
02.2017 - 06.2018
Customer Service Specialist
Peet's Coffee Headquarters
11.2016 - 01.2017
Customer Service Representative
Robert Half Office Team
06.2016 - 08.2016
Retail Sales Associate
Ross Dress for Less
03.2016 - 06.2016
Financial Crimes Specialist
Wells Fargo
07.2013 - 02.2015
Master of Science - Behavioral Sciences
San Francisco State University