Summary
Overview
Work History
Education
Skills
Timeline
Generic

Michelle Atkins

Carrollton

Summary

Experienced with over 10 years of progressive leadership experience at Concora Credit. Proven success leading teams, auditing operational processes, resolving complex customer issues, ensuring regulatory compliance, and collaborating across departments to improve efficiency. Strong organizational, analytical, and communication skills with experience supporting operational workflows, documenting processes, training employees, and driving continuous improvement. Eager to leverage this experience in an Operations Systems Coordinator role.

Overview

6
6
years of post-secondary education
13
13
years of professional experience

Work History

Case Resolution Team Lead

Concora Credit
01.2022 - Current
  • Lead a team responsible for resolving complex customer and operational issues while maintaining compliance with company policies and service standards.
  • Partnered with internal departments to investigate account issues, coordinating timely resolutions to enhance customer satisfaction.
  • Tracked team performance to ensure achievement of quality and productivity goals, directly contributing to team accountability.
  • Trained and mentored team members on company procedures and best practices. members on procedures, policies, and best practices.
  • Trained and mentored team members on company procedures and best practices.

MFiles Letter Auditor

Concora Credit
02.2020 - 12.2021
  • Audited customer correspondence for accuracy and compliance, ensuring quality standards before distribution.
  • Identified discrepancies and collaborated with internal teams to resolve documentation issues, enhancing overall accuracy.

Assistant Supervisor Legal & Clerical Teams

Concora Credit
07.2014 - 01.2020
  • Assisted with coordinating daily operations for Legal and Clerical teams.
  • Worked closely with leadership to implement operational improvements and maintain compliance.
  • Organized workloads and monitored work to ensure timely completion of tasks.
  • Trained new employees and provided ongoing coaching and support.
  • Supported reporting and administrative functions for department leadership.

Customer Service Representative

Concora Credit
06.2013 - 07.2014
  • Resolved customer inquiries, enhancing customer satisfaction through high-quality service.
  • Built positive customer relationships, fostering trust through effective communication and problem-solving.
  • Maintained accurate account records, streamlining processing of customer requests.

Education

Bachelor of Arts - Psychology

Kent State University
Kent, OH
12.2009 - 01.2012

High School Diploma -

Carrollton High School
Carrollton, OH
08.2002 - 05.2006

Skills

  • Workflow optimization
  • Documentation auditing
  • Team leadership
  • Skilled in Microsoft Office and Excel for reporting and data management
  • Cross-department collaboration
  • Excellent written and verbal communication skills
  • Bachelor's degree in psychology with strong analytical and interpersonal skills
  • Adaptable learner

Timeline

Case Resolution Team Lead

Concora Credit
01.2022 - Current

MFiles Letter Auditor

Concora Credit
02.2020 - 12.2021

Assistant Supervisor Legal & Clerical Teams

Concora Credit
07.2014 - 01.2020

Customer Service Representative

Concora Credit
06.2013 - 07.2014

Bachelor of Arts - Psychology

Kent State University
12.2009 - 01.2012

High School Diploma -

Carrollton High School
08.2002 - 05.2006
Michelle Atkins