MARINA JORDAN

• Manage and oversee leasing operations, ensuring compliance with company policies and legal requirements.

• Evaluate customer eligibility for lease agreements and assist in approving financial terms.

• Develop and maintain strong relationships with clients, ensuring customer satisfaction and repeat business.

• Analyze lease portfolios and financial data to make informed decisions on credit risk and market trends.

• Collaborate with marketing and sales teams to create strategies that drive new customer acquisition.

• Train and mentor junior leasing staff, improving team performance and client retention.

• Consistently exceeded quarterly sales targets by identifying and pursuing new business opportunities.

• Supervised a team of credentialing specialists, overseeing daily operations and ensuring compliance with NCQA and CMS standards.
• Trained and mentored credentialing staff, fostering a high-performing team culture.
• Developed and implemented training materials to streamline onboarding for new team members.
• Monitored credentialing metrics and prepared detailed reports for executive leadership.
• Managed credentialing and re-credentialing processes for a network of providers, ensuring timely submission of applications and compliance with industry standards.
• Spearheaded process improvements that reduced credentialing turnaround time.
• Collaborated with providers, licensing boards, and accreditation agencies to resolve credentialing issues efficiently.
• Maintained accurate and confidential records in credentialing software systems, achieving data accuracy during audits.

•Handle an average number of inbound and outbound calls daily, addressing customer inquiries related to vehicle purchases, financing options, and service requests.

• Provide customers with accurate information regarding CarMax’s vehicle inventory, financing, and return policies, ensuring complete customer satisfaction.

• Resolve complex customer issues efficiently, escalating when necessary, and maintaining a positive and professional demeanor.

• Assist customers with troubleshooting issues related to online car purchasing, financing approvals, and scheduling vehicle appraisals or test drives.

• Document customer interactions in CRM software, tracking inquiries and resolutions to ensure follow-up and accuracy.

• Collaborate with other departments to ensure timely resolution of customer concerns, improving overall customer experience.

• Achieve and consistently surpass customer satisfaction and quality assurance goals set by management.