JS Jessica M Southworth

Reynoldsburg, Ohio ***** 740-***-****

adwrj4@r.postjobfree.com

PROFESSIONAL

SUMMARY

CUSTOMER SERVICE/20+ YEARS OF EXPERIENCE Polished, Professional customer service offering: Over 20 years of experience providing customer service in busy call center environments for retail chains to the county office An unwavering commitment to customer service with ability to build productive relationships. Resolve complex issues and win customer/client trust Strategic- relationship/partnership building skills- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes

SKILLS SKILL NAME LEVEL

EXPERIENCE

Customer Service Years Expert

20+ years

Call Center Service Expert 10+

years

Complaint handling/disputes

Expert 20+ years

Data Entry/Records Mgmt. Expert

15 years

Multi line phone use Expert 20

years

MS, Word, Excel Expert 20 years

WORK HISTORY TRANSPORTATION SECURITY OFFICER 09/2022 to CURRENT Department Of Homeland Security Columbus, OH

Directed passengers navigating screening process, providing additional support to individuals exhibiting difficulties.

Performed pat-downs to look for unauthorized materials and weapons. Responded effectively to security incidents and provided guidance regarding security procedures.

Attended daily briefings with supervisors to discuss issues with security screening processes.

Operated scanning equipment to view internal structures of luggage, purses and other bags to check for prohibited items. Manually screened passengers unable to pass through metal detectors or who triggered alarms.

Discretely observed behavior and demeanor of travelers and staff to screen for suspicious actions.

Interacted with public to give directions, explain rules, and regulations and respond to inquiries.

Used explosive detection machines and chemical swab systems to identify potential hazards.

Maintained awareness and focus to identify potentially life-threatening objects or weapons of mass destruction.

Prevented attempted fraud by validating passengers' tickets and assessing photo identification to confirm identity.

Developed and maintained positive rapport with passengers and other airport personnel.

Adhered to strict screening techniques and procedures while conducting human screenings.

Operated x-ray machines, hand wands, and advanced imaging technology to conduct screening of passengers and baggage.

Completed extensive training in emergency response protocols related to fire safety and hazardous material handling

MANAGEMENT AMERIMAC 09/2020 to 05/2022

APPRAISAL MANAGEMENT

Working with lenders and appraisers to provide appraisal services Building accounts for lenders, and profiles for new appraisers Assigning appraisals to the correct appraiser in the area where they are located

Sending emails out daily to get statuses for orders Taking inbound calls from lenders, appraisers, and borrowers Making outbound calls to lenders and appraisers

Reviewing reports when they came in to check for mistakes And keeping track of orders that were late

KEY ACCOMPLISHMENTS Managed high-volume workloads Completed all tasks efficiently everyday Built lasting relationships with lenders and appraisers.

APPRAISAL MANAGER/RECEPTIONIST, TRAINER 09/2017 to 03/2020 UNION SAVINGS BANK, OHIO, MARCELLAS ITALIAN BISTRO COLUMBUS OHIO

Working with mortgage bankers, underwriters, and processors to provide pre-qualifications for home purchase and refinancing loans Answering incoming calls that would come into the branch, and directing them to the person needed to help them along

I would do all of the mail sorting, and sending out important documents under a strict timeline

I made several job aides to assist in everyday workloads, and was able to pass them along to the person that took over my job after I was promoted to the Appraisal Manager

With this position, my job was to order the appropriate appraisals that were suitable for each loan, and maintain relationships with the appraisers that the work was assigned to

Also, I was the person that would take in all of the appraisals once they were completed, processed them and got them to the appropriate loan officer to finish the loan in a timely manner

KEY ACCOMPLISHMENTS Managed high-volume workloads within a dead-line driven environment Completed all customer service training to learn ways to enhance customer satisfaction and improve productivity Was promoted to a higher position after one year and dove right into the workload with positivity

SERVER/SERVER

Working in a fast pace restaurant 01/2013 to 01/2018 Taking orders and making sure that the customers get what they ordered Handling money and making transactions for the customer Filling in as needed at the hostess stand if there was a call off Training new hires to do the job efficiently and correctly KEY ACCOMPLISHMENTS 2 I had never had a customer complaint in the 4 years that I worked for the company I was in the top 5 servers for the entire company, including all of our sister restaurants Officially commended for initiative, enthusiasm, tenacity, and dependability in performance evaluations.

LOAN PROCESSOR 03/2013 to 01/2017

HL CD HBA, JP MORGAN CHASE BANK COLUMBUS OHIO

Working with mortgage bankers and underwriters to provide prequalification's for home purchase loans

Working with outside vendors to obtain documents for our borrowers Maintaining a solid pipeline of 35-80 loans

KEY ACCOMPLISHMENTS Managed high- volume workload within a deadline-driven environment

Resolved multiple inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume) Became a “Go To” person for Mortgage Bankers when questions needed to be answered, or assistance was needed on files Officially commended for initiative, enthusiasm, tenacity and dependability in performance evaluations Completed all customer service training to learn ways to enhance customer satisfaction and improve productivity HL CD LOAN PROCESSOR ASSISTANT 07/2011 to 01/2013

JP MORGAN CHASE BANK COLUMBUS OHIO

Handled incoming calls from borrowers, third party vendors, and mortgage consultants

Effectively assisted loan processors with day-to-day duties Covering desks for processors while they were out of the office or on vacation

KEY ACCOMPLISHMENTS Managed high-volume workload within a dead-line driven environment Efficiently stepped into the role of processor when needed, sometimes covering more than one desk at a time 3 Officially commended for initiative enthusiasm, tenacity, and persuasiveness in performance evaluations Completed all customer service training to learn ways to enhance customer satisfaction and improve productivity.

EDUCATION HIGH SCHOOL DIPLOMA 1997

UTICA HIGH SCHOOL, UTICA, OHIO

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