CoStar Group

Cultivating key relationships in commercial real estate.
Optimizing listings for enhanced platform visibility.
Enriching the database with real-time data.
Providing valuable market insights by analyzing trends and collaborating with regional teams.

Associate Research Consultant

Capital One

-Enhanced customer response by 30% through effective management of escalated correspondence.
- Maintained compliance in recoveries and bankruptcy cases, reducing risk.
- Processed 1,000+ monthly cases, improving communication efficiency.
- Authored 'Escalated Correspondence Roadmap' and maintained a team Jamboard for real-time updates.
- Achieved 'Very Strong' rating, significantly boosting team efficiency and customer satisfaction.

Senior Operations Coordinator

-Accurately applied commercial customer payments, leveraging strong attention to detail and organizational skills.
- Processed Automated Clearing House payments and managed return checks, balancing credits and debits to maintain accurate account records.
- Resolved payment inquiries and disputes with effective communication and problem-solving skills, handling high volumes of escalated issues.
- Issued credit balance refunds to customers, focusing on satisfaction and retention.
- Tracked and documented data in reports, ensuring management and product owners had current and accurate information.

Sr. Payment Investigator 

Increased customer retention by 25% across client list, demonstrating my ability to understand customer needs and design strategies to address them.

Provided suitable risk management measures and aided with 100% risk management implementation, demonstrating my strong understanding of risk management practices and ability to effectively communicate and implement them.

Designed and established new risk-reduction practices and regulations, demonstrating my ability to identify areas of opportunity for improvement and design solutions that address them.

Collaborated with cross-functional teams to implement risk management practices and regulations, demonstrating my ability to work effectively with others to achieve shared goals.
Conducted regular risk assessments and implemented mitigation strategies to minimize risk and ensure compliance with regulations, demonstrating my strong attention to detail and ability to identify potential issues before they become problems.

Risk Management Coordinator

Handled inbound Tier 2 escalated Fraud concerns for intake groups and customers, demonstrating my strong problem-solving skills and ability to investigate and resolve complex issues.

Upheld and defended the findings of fraud investigations that result in holding the customer as the financially responsible party, ensuring that the appropriate actions were taken to mitigate losses.

Empowered to reverse the initial decision of the fraud investigation and accept fraud losses on behalf of the company based on an independent investigation, demonstrating my ability to make independent decisions and take ownership of the outcome.

Researched identity theft, lost/stolen credit cards, and professional counterfeiting claims to ensure the appropriate business decision has been made to resolve complaints, demonstrating my strong analytical and research skills.

Identified, analyzed, and provided proactive feedback to management regarding trends and areas of opportunity for process improvement, demonstrating my ability to gather and use data to make informed decisions.

Worked with Management to identify policy and procedure gaps, and tracked escalated calls on Excel spreadsheets to identify fraud trends, demonstrating my ability to collaborate with cross-functional teams to identify opportunities for improvement.

Fraud Account Manager

Crumbs and Cocoa

Conducted primary and secondary research to identify customer needs and preferences
Conducted market research and developed marketing strategies to reach target audiences
Developed and tested prototypes based on research findings
Designed and executed a marketing plan to launch the product

Business Owner

Hyatt Place

Guest host

As a business owner and a senior coordinator at Capital One, I combine my problem-solving and innovation skills with my marketing expertise to create exceptional products and experiences for customers. I have a passion for challenging the status quo and taking calculated risks to achieve personal and professional growth.

Currently, I'm pursuing a master's degree in product innovation at VCU da Vinci Center, where I'm learning how to apply design thinking and agile methodologies to develop and test prototypes based on customer needs and preferences. I have also earned multiple certifications in scrum, pitching, and design thinking, demonstrating my commitment to continuous learning and improvement. I'm looking for a dynamic position where I can leverage my skills and expertise to drive innovation beyond expectations. I'm eager to join a team that embraces challenges, pushes boundaries, and strives for greatness. Let's connect and explore the possibilities together!

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Courtney Coleman's Linkedin Analytics

Courtney Coleman

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