Jessica Coates
Fall Branch
Summary
Hard working and detail-oriented professional known for strong organizational abilities and tech-savviness. Skilled in closing sales, customer and client services, and collaborating with team members to streamline service and productivity.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Real Estate Agent
Real Broker, LLC
Knoxville, TN
01.2026 - Current
- Assisted clients in property searches, identifying suitable listings based on preferences and requirements.
- Conducted market research to provide accurate property valuations and competitive pricing strategies.
- Facilitated property viewings, effectively showcasing features and addressing client inquiries.
- Collaborated with mortgage brokers to streamline financing options for potential buyers.
Real Estate Agent, Property Management
Arbella Properties, Inc.
Johnson City, TN
08.2019 - 01.2026
- Negotiated contracts, ensuring favorable terms for clients and maximizing property value.
- Conducted market research to identify trends, pricing strategies, and investment opportunities.
- Developed comprehensive marketing plans utilizing digital platforms to enhance property visibility.
- Guided clients through buying and selling processes, providing expert advice on real estate transactions.
Teacher, Educator
Washington County Department Of Education
Jonesborough, TN
01.2016 - 05.2018
- Designed and implemented engaging lesson plans to enhance student learning outcomes.
- Fostered a positive classroom environment to support diverse learning styles and needs.
- Collaborated with colleagues to develop interdisciplinary projects that encouraged critical thinking skills.
- Monitored student progress through assessments, adapting instruction accordingly for improved understanding.
- Coordinated parent-teacher conferences to discuss student development and address concerns collaboratively.
- Utilized technology effectively to enhance educational experiences and streamline administrative tasks.
- Built positive relationships with parents to involve families in educational process.
- Planned lessons according to district standards to cover requirements and prepare for standardized tests.
- Designed daily lesson plans customized to student needs.
- Helped students develop self-esteem and life skills by fostering healthy conflict-resolution, critical thinking, and communication.
- Scheduled and directed field trips and hands-on activities to foster student learning and creativity.
- Promoted student growth by differentiating instruction based on individual needs and learning styles.
- Participated in school events and initiatives like book fairs, fundraisers, and community outreach programs to foster school spirit and community engagement.
- Established a positive classroom environment by fostering strong relationships with students and their families.
- Completed professional development courses to stay current on best practices in elementary education, applying new techniques to improve teaching methods.
- Implemented hands-on activities to promote active learning and reinforce concepts across multiple subjects.
Consumer Lending Processor
Eastman Credit Union
Kingsport, TN
08.2005 - 06.2015
- Process consumer loan applications, ensuring compliance with credit union policies and regulations.
- Review and verify financial documentation for accuracy and completeness.
- Collaborate with team members to streamline loan processing workflows, enhancing efficiency.
- Train new staff on loan processing systems and best practices to improve operational effectiveness.
- Implement new technologies to enhance the consumer lending experience and reduce processing times.
- Enhanced customer satisfaction by efficiently processing consumer lending applications and providing timely updates.
- Ensured compliance with regulatory requirements through diligent attention to detail and thorough document review.
- Collaborated effectively with diverse cross-functional teams including credit analysts, underwriters, operations staff members who contributed toward efficient end-to-end loan processing cycles.
- Provided exceptional customer service, resolving inquiries and addressing concerns promptly and professionally.
- Achieved a high level of customer satisfaction with prompt communication regarding loan status updates or additional required documentation.
- Mentored new hires on company procedures, policies, and software systems to assist them in becoming proficient processors quickly.
- Played an active role in continuous improvement initiatives by providing constructive feedback on processes, systems, and tools related to consumer lending processing tasks.
- Maintained a high level of accuracy in data entry, ensuring the integrity of all information entered into the system.
- Participated in regular team meetings to discuss challenges faced, share insights, provide feedback on system improvements, or suggest new initiatives that could enhance the overall consumer lending experience.
- Proficiently managed a high-volume workload, ensuring that all applications were processed accurately within established timeframes.
- Improved overall team productivity by collaborating with colleagues and sharing best practices in loan processing.
- Streamlined loan approval process by working closely with underwriters to review and verify documentation.
- Verified credit histories, personal references and employment backgrounds for each applicant.
- Prepared loan documents and explained terms to clarify loan conditions and requirements with applicants.
- Calculated debt-to-income ratios to determine maximum loan amounts and avoid overextending applicants.
- Reviewed and validated details of loan applications and closing documentation.
- Stayed up to date on loan regulation changes, processing loan applications in compliance with current laws.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Contacted customers via mail, telephone and email to relay acceptance or rejection of applications.
- Analyzed credit reports to assess risk and determine applicants' ability to repay loans.
- Affirmed loan document accuracy to protect lenders from potential fraud.
- Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
- Provided professional advice on loan applications by interviewing applicants, reviewing applications and verifying information gathered.
- Liaised with credit bureaus, employers and other sources to check applicants' credit and personal references.
- Tracked loan status and updated applicant information to inform lenders of changes to applicants' financial situation.
- Confirmed applicants met lender requirements to repay loans by reviewing applications to determine eligibility.
- Interviewed loan applicants to obtain personal and financial data to assist in completing applications.
- Readied Truth-in-Lending Disclosures for loan applicants, delivering important information about loan APR and repayment terms.
- Calculated, reviewed and corrected errors on interest, principal and closing costs.
Call Center Representative
Eastman Credit Union
Kingsport, TN
01.2007 - 03.2008
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Processed account transactions accurately while adhering to compliance standards.
- Assisted in training new team members on call handling procedures and systems.
- Collaborated with management to enhance customer service protocols and workflows.
- Maintained detailed records of customer interactions using CRM software for accuracy.
- Provided proactive support to clients, ensuring a seamless experience with services offered.
- Mentored junior representatives, fostering a collaborative team environment for improved performance.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Identified upselling opportunities to increase revenue generation.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Teller, Member Service Representative
Eastman Credit Union
Kingsport, TN
08.2003 - 01.2007
- Processed daily transactions with accuracy and efficiency, ensuring exceptional customer service at all times.
- Managed cash drawer, balancing daily transactions to maintain financial integrity and accountability.
- Assisted customers with account inquiries, providing comprehensive information on services and products available.
- Trained new tellers on operational procedures and customer service best practices to enhance team performance.
- Resolved customer issues promptly, fostering positive relationships and ensuring high levels of satisfaction within the branch.
- Collaborated with team members to achieve branch goals, contributing to a cohesive work environment focused on success.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Demonstrated adaptability during peak business hours by multitasking and prioritizing tasks to maintain efficiency and quality of service.
- Educated customers on use of banking website and mobile apps.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
- Monitored and reported suspicious activity in line with bank security policies.
- Maintained accurate records of customer transactions in line with bank procedures.
- Provided training to new tellers on bank procedures, systems, and customer service best practices.
- Handled complex transactions such as wire transfers or foreign currency exchanges with accuracy and efficiency.
- Collaborated effectively with other departments as needed to resolve outstanding issues or complete complex tasks for customers.
- Supported branch goals by participating in initiatives aimed at improving overall bank performance and customer satisfaction.
Education
Bachelor of Science - Education
Milligan University
Elizabethton12-2015
Associate of Science - Business Administration And Management
Northeast State Community College
Blountville, TN12-2005
High School Diploma -
Daniel Boone High School
Johnson City, TN05-2002
Skills
- Strong organizational skills
- Excellent teamwork
- Highly professional
- Negotiation
- Works well independently
- Social media marketing
- Property marketing
- Sales closing
- Tech-Savvy
- Comparative market analysis
- Proficient in Microsoft office
- Active Tennessee real estate license
Accomplishments
I am an active, working mom of five children and pride myself in hard work and dedication. I enjoy spending free time with my family and attending my children's extra curricular activities and sporting events. Throughout my adult life, I have worked full time while also attending school to achieve my goals and earn my degrees. I am a multitasker by default! Upon leaving the field of public education to pursue real estate part time, I completed my real estate education classes, testing and state licensure to become an agent and have enjoyed helping people achieve their goals and dreams of becoming home owners while enjoying the flexibility of this career to be fully present for my own family. As my children are growing older and attending school, I desire to begin working full time again, travel less during working hours and the flexibility of a fully remote career.
Certification
- Licensed real estate agent and property manager, Tennessee
- Experienced client and customer service representative with more than two decades of experience.
- Fully trained and skilled in use of Microsoft Office tools, virtual office and communication tools such as Google meet, Docusign, Authentisign and Skype as well as use of various social media platforms.
Languages
English
Full Professional
Spanish
Elementary
Timeline
Real Estate Agent
Real Broker, LLC
01.2026 - Current
Real Estate Agent, Property Management
Arbella Properties, Inc.
08.2019 - 01.2026
Teacher, Educator
Washington County Department Of Education
01.2016 - 05.2018
Call Center Representative
Eastman Credit Union
01.2007 - 03.2008
Consumer Lending Processor
Eastman Credit Union
08.2005 - 06.2015
Teller, Member Service Representative
Eastman Credit Union
08.2003 - 01.2007
Bachelor of Science - Education
Milligan University
Associate of Science - Business Administration And Management
Northeast State Community College
High School Diploma -
Daniel Boone High School