Adam Cordle
Summary
I am results-driven with a successful track record of providing operational support in high-demand environments. I'm also organized and detail oriented with great multitasking and task prioritization skills. Willingness to take on added responsibilities to meet team goals. I approach most situations with a view on how to be more effective and efficient while not impacting the customer on the other end. I not only give 110% to everything I do, but I encourage and lead others to do the same and find ways to assist them along the way.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Principal Extended Ops Associate
Capital One
02.2022 - Current
- Managed Strategy and Operations for Escalated customer requests across 5+ Vendors, 10+ Call Centers, and 4 Different Geographies
- Managed Escalations network of 250+ associates.
- Hired, managed, developed and trained staff, established and monitored goals, and conducted performance review.
- Collaborated with other departments to establish smooth implementation of operational processes and procedures.
- Developed and implemented strategies to maximize productivity and streamline operations.
- Gathered and analyzed large amounts of data to determine improvement projections.
- Analyzed and solved multi-faceted problems that effected business initiatives.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Reduced waste and pursued cost saving strategies to keep department aligned with cost targets.
- Managed change among staff to achieve buy-in and cooperation and overcome resistance.
Sr Extended Ops Associate
Capital One
11.2018 - 02.2022
- Executed and maintained quality control processes to meet criteria and standards and increase customer satisfaction.
- Collaborated with other departments to establish smooth implementation of operational processes and procedures.
- Collaborated with peers and other business areas to leverage best practices.
- Conducted data analysis to identify weaknesses and improve value and cohesiveness of operations.
- Developed and implemented strategies to streamline department operations.
- Managed Digital Operations Phone and Chat Strategy and Intent (customer facing).
Process Manager
Capital One
01.2010 - 11.2018
- Held multiple different positions over 8 years spanning from being a Phone Associate, Escalation Associate, Footprint Associate (readiness and launch of new call center operations), and Business Intent Owner for all things Digital Operations (chat with customer, chat with agents).
- Improved efficiency and effectiveness of performance and management of processes across departments.
- Gathered and analyzed large amounts of data to determine improvement projections.
- Promoted change through positive promotion, benefits demonstration and interactive approach.
- Developed detailed plans based on broad guidance and direction.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Education
No Degree - Business Marketing
Radford University
Radford, VA05.2006
High School Diploma -
James River High School
Richmond, VA06.2004
Skills
- Relationship Building / Vendor Management
- Innovation and Creativity
- Creative and Complex Problem Solving
- Work Planning and Prioritization
- Strategy Development
- Data Collection and Analysis
- Continuous Improvement Methods
- Cost Reduction
- Critical Thinking
Certification
- BPM Certified
Timeline
Principal Extended Ops Associate
Capital One
02.2022 - Current
Sr Extended Ops Associate
Capital One
11.2018 - 02.2022
Process Manager
Capital One
01.2010 - 11.2018
No Degree - Business Marketing
Radford University
High School Diploma -
James River High School