LORINE GOODWIN
Columbus,Ohio
Summary
Highly motivated individual with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
13
13
years of professional experience
Work History
LITIGATION SUPPORT COORDINATOR
DISCOVER National Recovery Center
Whitehall, Columbus
03.2024 - Current
- Reviews, signs and notarizes legal affidavits for various attorneys
- Manages and escalates risk and issues to management daily.
Funding Support Specialist
DISCOVER Home Loans
Phoenix, AZ
06.2023 - 03.2024
- Performed SME support to the Funding Specialists by reviewing and updating data entry of borrowers' mortgage or HELOC loans, and providing 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
Phoenix, AZ
05.2022 - 06.2023
- Reviewed home loans for disbursement, managed funding channels to ensure policies and procedures were followed, and managed cases and followed 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
New Albany, OH
07.2021 - 05.2022
- 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
Columbus, OH
04.2020 - 07.2021
- Handled customer service inquiries and assisted with resolving issues
- Updated customers' personal information, activated credit cards, processed payments, redeemed rewards, submitted 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
Columbus, OH
12.2019 - 04.2020
- 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
Columbus, OH
10.2019 - 12.2019
- Collaborated with 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
Columbus, OH
11.2018 - 10.2019
- Answered a 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
Canal Winchester, OH
10.2018 - 05.2019
- 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 updated the physical location as needed
- Processed refunds for returned items
- Processed applications for the rental of Penske and Home Depot vehicles
- Helped customers with a positive attitude and focus on customer satisfaction.
Administrative Support Officer
FORESTRY DEPARTMENT
Kingston, Jamaica
04.2012 - 02.2018
- Managed administrative support functions by scheduling appointments, meetings, and workshops
- 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
- Planned and coordinated logistics and materials for staff and 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
- Effective Written and Verbal Communication
- Organizing and Planning
- Multitasking
- Time & Case Management
- Team Leadership
- Delegating
- Strong Customer Relationship Management
- Effective Call Management
- Database Management
- Training and Coaching
- Problem Solving
- Decision Making
- Active Listening
- Attention to Detail
- Effective Interpersonal Relations
- Report Preparation
- Microsoft Windows and Office Suites
- Team Collaboration
References
References available upon request.
Timeline
LITIGATION SUPPORT COORDINATOR
DISCOVER National Recovery Center
03.2024 - Current
Funding Support Specialist
DISCOVER Home Loans
06.2023 - 03.2024
Funding Specialist
DISCOVER Home Loans
05.2022 - 06.2023
Probate Representative
DISCOVER Card Services & Recovery
07.2021 - 05.2022
Account Specialist
DISCOVER Credit Card Services
04.2020 - 07.2021
Customer Care Advocate
JCPENNEY
12.2019 - 04.2020
Team Lead (Temporary)
JCPENNEY
10.2019 - 12.2019
Customer Service Representative
JCPENNEY
11.2018 - 10.2019
Part-time Customer Service Associate
THE HOME DEPOT
10.2018 - 05.2019
Administrative Support Officer
FORESTRY DEPARTMENT
04.2012 - 02.2018
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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