Jodi Corbin
Dallas,TX
Summary
Talented Sr. Coordinator focused on process improvement and on time delivery of all projects. Detail-oriented professional with over 8 years of experience in change management, strong work ethic, and dedication to achieving goals. Knowledgeable in process management principles, business processes and customer service best practices. Outgoing personality provent to win over stakeholders and successfully promote new methodologies.
Overview
9
9
years of professional experience
Work History
Sr. Service & Credit Review Coordinator
Capital One
05.2021 - Current
- Adhered to company policies and scripts to consistently achieve call-time and quality standards, managing 50 incoming calls per day.
- Evaluated customer credit data to determine level of risk involved in money lending
- Educated customers about billing, payment processing and support policies and procedures.
- Liaised with sales team and merchant partners to better understand customer needs and recommend appropriate solutions.
- Used company troubleshooting resolutions to evaluate technical problems and find appropriate solutions.
- Maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions
- Attended skills and program information training sessions to boost aptitude
- Sought out extra training opportunities to enhance customer relationship management abilities
Senior Credit Analyst
Neiman Marcus Group
06.2015 - 05.2021
- Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
- Assisted daily in 100 incoming calls focusing on positive attitude and customer satisfaction
- Resolved escalated calls account discrepancies and concerns
- Prioritized tasks to meet or exceed timelines and supervised multiple responsibilities at same time.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Engaged in learning and development opportunities to promote continued performance improvement.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained and coached new call center team members on computer systems and customer service strategies
Education
No Degree - Journalism, Broadcast
University of North Texas
Denton, TX12.2010
Associate of Arts - Radio And Television Broadcasting
Richland College
Dallas, TX05.2009
Skills
Professional Skills
Educator
- Implemented new tasks within Process Matters team focusing on feedback and analyzing procedures
- Mentored agents during manual underwriting audit reviews to better understand their critical thinking skills
- Provided visual aids during team meetings
Networking
- Communicated with various executives to approve or update policies
- Collaborated with partners on mutual cardholders' account issues
- Recommended suggestions to Ezpay support team for Empath payment methods
Teamwork
- Consulted with team on improving weekly updates
- Encouraged team on effective ways to improve their calls efficiently
- Oversaw refresher on agents utilizing Surprise and Delight properly
Skills
- Active Listening
- Employee Relationships and Team Goals
- Critical Thinking, Time Management, Problem Solving
- Positive and Constructive Feedback
- Efficient and Detail-Oriented
Accomplishments
Nesting Coach
- Two hiring team sessions
- Collaborated with trainers in the professional development of new agents.
- Developed visual aids as a teaching technique
- Achieved results through effectively helping agents utilize Empath Support Center.
Floor Sup Rotation October 2021-January 2022
- Team Player
- Shadow Floor Sups
- Expand Manual Underwriting skills
- Networking
- Provide Support as needed
Floor Sup Rotation April 2022-September 2022
- Integration of 24/7 Chat
- 2 Conversions (WSI & REI)
- Assisted in Team Huddles
- Agent Coaching
- Seeking solutions
- Flexible Scheduling
Floor Sup Rotation April 2023-January 2023
- Wow Warrior Coach
- Process Matters
- Organized Team Huddle topics
- Managed Amazon Connect
BC Premier Lend April 2024-Current (August)
- Developed study aids using Google Suite
- Improved metric results utilizing efficient tasks
- Oversaw refresher on Surprise and Delight program
Timeline
Sr. Service & Credit Review Coordinator
Capital One
05.2021 - Current
Senior Credit Analyst
Neiman Marcus Group
06.2015 - 05.2021
No Degree - Journalism, Broadcast
University of North Texas
Associate of Arts - Radio And Television Broadcasting
Richland College