LORINE GOODWIN
4990 Ellie Springs Avenue, Unit 305, Columbus,Ohio
Summary
I am a self-motivated individual inspired by hard work and professionalism, with a vast knowledge and experience in administration, retail customer service, credit card services, probate, and home loans. I am an organized and dependable candidate successful at managing multiple priorities with a positive attitude and a willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Funding Support Specialist
DISCOVER Home Loans
2023.06 - Current
- Performed SME support to the Funding Specialists by reviewing and updating data entry of borrowers’ mortgage or HELOC loans and provide feedback to Funders before funds are released
- Manually processes wire transfers that were not automatically updated
- Prepared reports according to the laws and regulations for financial institutions.
Funding Specialist
DISCOVER Home Loans
2022.05 - 2023.06
- Reviewed home loans for disbursement, managed funding channels to ensure policies and procedures are followed, and manage cases and follow up with borrowers via telephone or email
- Prepared weekly team meeting notes.
- Affirmed loan document accuracy to protect lenders from potential fraud.
Probate Representative
DISCOVER Card Services & Recovery
2021.07 - 2022.05
- Serviced accounts for deceased card members, utilizing multiple systems to process accounts after closing deceased members’ accounts
- Communicated with families or friends of deceased card members on the process of updating the deceased information.
- Maintained database systems to track and analyze operational data.
Account Specialist
DISCOVER Credit Card Services
2020.04 - 2021.07
- Handled customer service inquiries and assist with resolving issues.
- Updated customers’ personal information, activate credit cards, process payments, redeem rewards, submit credit line increase, or decrease requests, and re-send statements to customers when required.
- Adhered to standards of quality and service as well as all compliance requirements.
Customer Care Advocate
JCPENNEY
2019.12 - 2020.04
- Provided support to team members to find the best solution to resolve customers’ issues using the necessary tools by offering the best products and services
- Act as complaint resolution specialist for escalated customer issues
- Reviewed emails, transactions, and cases while managing telephone calls to reduce call volume.
- Navigated multiple computer systems and applications to find information.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Team Lead (Temporary)
JCPENNEY
2019.10 - 2019.12
- Collaborated with assigned team Supervisor to assist associates with understanding the needs of the organization and set clear expectations for success.
- Monitored and coached associates setting clear expectations on performance, and behavior, and maintaining strong performance levels
- Guided associates on how to handle escalated calls.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Customer Service Representative
JCPENNEY
2018.11 - 2019.10
- Answered constant flow of customer calls with minimal wait times.
- Processed customer service orders promptly to increase customer satisfaction, provide updates on the order status, and validate their information to provide appropriate responses to queries
- Process refunds and adjustments when required.
- Updated account information to maintain customer records.
Part-time Customer Service Associate
THE HOME DEPOT
2018.10 - 2019.05
- Assisted customers in-store or via telephone with processing online orders.
- Released online or call-in orders for pickup to customers.
- Maintained customers’ orders in the order management system and update the physical location as needed
- Processed refunds for returned items and add appropriate labels for returns to the vendors
- Processed applications for the rental of Penske and Home Depot vehicles.
- Helped a large volume of customers every day with positive attitude and focus on customer satisfaction.
Administrative Support Officer
FORESTRY DEPARTMENT
2012.04 - 2018.02
- Managed administrative support functions by scheduling appointments, meetings, and workshops
- Prepared and distribute Minutes of meetings
- Prepared invoices for purchases of office supplies and equipment
- Maintained electronic and manual office filing systems
- Assisted with implementing committees for Energy Conservation, a Recycling Program, and Disaster Mitigation, to save on cost, and provide awareness to protecting the environment and safety of lives and infrastructure.
- Ordered and distributed office supplies while adhering to fixed office budget.
- Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.
- Planned and coordinated logistics and materials for staff meetings, committee meetings and staff events.
Education
Bachelor of Science - Business Administration And Management
THE UNIVERSITY OF ARIZONA
Tucson, AZ05.2026
Diploma - Business Administration
UNIVERSITY COLLEGE OF THE CARIBBEAN (UCC)
Kingston, Jamaica09.2005
Diploma - Computer And Information Sciences
UNIVERSITY COLLEGE OF THE CARIBBEAN (UCC)
Kingston, Jamaica09.2003
Skills
- Verbal and Written Communication
- Customer Service Engagement
- Organizing and Planning
- Multitasking
- Time & Case Management
- Team Leadership
- Delegating
- Customer Relationship Management
- Call Management
- Database Management
- Training and Coaching
- Problem Solving
- SLA Compliance
- Decision Making
Timeline
Funding Support Specialist
DISCOVER Home Loans
2023.06 - Current
Funding Specialist
DISCOVER Home Loans
2022.05 - 2023.06
Probate Representative
DISCOVER Card Services & Recovery
2021.07 - 2022.05
Account Specialist
DISCOVER Credit Card Services
2020.04 - 2021.07
Customer Care Advocate
JCPENNEY
2019.12 - 2020.04
Team Lead (Temporary)
JCPENNEY
2019.10 - 2019.12
Customer Service Representative
JCPENNEY
2018.11 - 2019.10
Part-time Customer Service Associate
THE HOME DEPOT
2018.10 - 2019.05
Administrative Support Officer
FORESTRY DEPARTMENT
2012.04 - 2018.02
Bachelor of Science - Business Administration And Management
THE UNIVERSITY OF ARIZONA
Diploma - Business Administration
UNIVERSITY COLLEGE OF THE CARIBBEAN (UCC)
Diploma - Computer And Information Sciences
UNIVERSITY COLLEGE OF THE CARIBBEAN (UCC)
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