Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
References
Timeline
Generic

Chantell Hardy

Tampa,Florida

Summary

To obtain a management position, in, which I am given the opportunity to play a direct role in the unlimited growth and success of a solid organization. Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.

Overview

6
6
years of professional experience

Work History

Collections Supervisor- Internal Recovery

JPMC
07.2023 - Current
  • I am creating and inspiring team environment with an open communication culture
  • Monitor attendance and provide corrective actions when needed
  • Facilitates training material and presentations in Adobe Connect for both new and tenured agents
  • Provides targeted one-on-one coaching as well as live feedback and guidance while agents assist customers
  • I conduct team call calibrations for both tenured and new hire agents to enhance quality, efficiency, and effectiveness
  • Keep detailed documentation on each individual team member
  • Provide constructive feedback via regular coaching and issue guidance based on the needs of individual team members
  • Listen to team members’ feedback and resolve any issues or conflicts
  • Recognize top performance and reward accomplishments.

Card Collections Job Coach

JPMC
05.2022 - 07.2023
  • Assisted in revamping the Journey to Excellence (JTE) new hire training material to accommodate distanced and remote learning that is being utilized across multiple card collections sites
  • Facilitates training material and presentations in Adobe Connect for both new and tenured agents
  • Provides targeted one-on-one coaching as well as live feedback and guidance while agents assist customers
  • Conducts Call Calibrations for both tenured and new hire agents to enhance quality, efficiency, and effectiveness
  • Consistently produces new hire classes with strong monthly performance scores
  • Customer Satisfaction (CSAT) and voice of the customer liaison leading production team as relief team lead.

Collections VOC Specialist

JPMC
10.2021 - 05.2022
  • I was able to consistently employ conversational components within collections to effectively foster a positive customer experience, as well as provide unbiased feedback to help drive one-call-resolution and to promote a long-term relationship between Chase and our customers
  • While helping our collection specialist leave a positive, lasting impression on collection calls while partnering with our customers to work through any financial difficulties they may have together
  • Duties include: Being proficient in Webstats and I-Search Listening to 8-10 calls per agent, calls averaging 3 to 15 minutes Using the VOC Tracker, which is formulated on a Strong, On Track, Growth scale
  • I assisted my teammates with questions, as well as assist with grading calls for them
  • Possessed excellent decision-making skills, in addition to strong communication skills
  • Possessed strong customer focus with the ability to have detailed conversations with our team members and leaders
  • I assisted the VOC team with daily meeting notes and calibration notes
  • I assisted with leading and overseeing our CSAT U classes weekly
  • I demonstrated sensitivity and compassion in difficult situations
  • I demonstrated personal excellence including punctuality, integrity, and accountability
  • I had the ability to work independently and, in a team, environment
  • I was able to think critically and exercise independent judgement
  • I assisted our Coach with locating CSAT verbatim’s
  • I was tasked with emailing our daily CSAT updates
  • VOC Team will meet daily to calibrate and guarantee uniformity
  • EXAMPLE: I was assigned to a certain team for a quarter, while assisting this team I had to make sure consistency is gained by providing the team members with unbiased feedback as well as ways to improve their customer interaction
  • I do this by providing the team members with different types of examples within the evaluation notes on the tracker to help them align their call flow to make a positive lasting impression.

Collection Specialist II

JPMC
10.2020 - 10.2021
  • I was able to focus on customers as well as the business to provide different solutions and options to help our customers overcome any financial setbacks, they may have that is keeping them from staying current and up to date on their credit cards account
  • Duties include: Being able to collect on past due accounts
  • I was very comfortable communicating with customers in a metrics-driven environment
  • I was able to navigate multiple technologies while staying engaged with our customers
  • Possessed excellent decision-making skills, in addition to strong communication skills
  • Possessed strong customer focus with the ability to have detailed conversations with our customers, team members and leaders
  • I treated all customers, team members, and leaders with respect and I can respond with empathy as well as show it on and off the phone
  • I demonstrated sensitivity and compassion in difficult situations
  • I can demonstrate personal excellence including punctuality, integrity, and accountability
  • I had the ability to work independently and, in a team, environment
  • I was able to think critically and exercise independent judgement
  • I also conducted daily huddles when the TL is out, I also assist with the Adobe Room I was also a part of the Culture Committee EXAMPLE: I answered difficult questions about how the customer can overcome the financial setbacks with their credit card accounts, as well as assisting customers with setting up payments and payment plans to get their accounts current and back on track before, they fell past due, in a calm, and reassuring manor allowing them to feel much more comfortable with our recent interaction.

Operation Team Leader

Cognizant
10.2017 - 02.2019
  • I provide direction, instructions, and guidance to my team, for the purpose of achieving a certain goal
  • We improved quality, reduce absenteeism, and reduce handle time
  • Ensuring that each member of my team is highly knowledgeable and ready for the next step
  • Duties include: Create an inspiring team environment with an open communication culture
  • Set clear team goals
  • Track key performance indicators (KPIs) for all team members and manage outliers are needed
  • Monitor attendance and provide corrective actions when needed
  • Develop team members with both the goals of the individuals and company in mind
  • Keep detailed documentation on each individual team member
  • Provide constructive feedback via regular coaching and issue guidance based on the needs of individual team members
  • Escalate sensitive content as needed for immediate Client review Monitor team performance and report on metrics
  • Motivate team members
  • Listen to team members’ feedback and resolve any issues or conflicts
  • Recognize high performance and reward accomplishments
  • EXAMPLE: I set clear and achievable goals for my team and monitored their performance daily
  • With regular coaching, making sure all met and exceeded my goals as well as those of the site leadership
  • Recognizing top performance and taking the time to listen resulted in high team morale
  • Regular reporting to leadership on performance as well as team concerns ensured top leadership-maintained awareness of what was influencing the associates.

Education

Master’s in criminal justice & legal studies - Criminal Justice Legal Studies

Saint Leo University
01-2026

Bachelors in criminal justice -

Saint Leo University
04.2018

High School Diploma -

Buchholz High School
06.2007

Skills

  • Ability to build report with team members and establish a professional and trusting relationship
  • Constant critical thinking and decision making
  • Strong attention to detail and reading comprehension
  • Highly collaborative attitude and interpersonal engagement
  • Regular use of Excel for documentation and reviewing various analysis aimed to help identify outliers and those in the most need of assistance
  • Team Oversight
  • Credit and Collections
  • Call Center Background
  • Team Supervision
  • Persuasion Strategies
  • Collections

Affiliations

HOA Board President

Accomplishments

  • Omega Nu Lambda Iota Chapter

References

References available upon request.

Timeline

Collections Supervisor- Internal Recovery

JPMC
07.2023 - Current

Card Collections Job Coach

JPMC
05.2022 - 07.2023

Collections VOC Specialist

JPMC
10.2021 - 05.2022

Collection Specialist II

JPMC
10.2020 - 10.2021

Operation Team Leader

Cognizant
10.2017 - 02.2019

Master’s in criminal justice & legal studies - Criminal Justice Legal Studies

Saint Leo University

Bachelors in criminal justice -

Saint Leo University

High School Diploma -

Buchholz High School

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Chantell Hardy