Cora Ross

Experience

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  FCA Fiat Chrysler Automobiles

  Oct 2001 - Jan 2007

  Trained and developed employees and management on all tiers of company activity to help enforce and educate corporate policy and standard operating proceduresDeveloped training manuals for new hire employees to help facilitate learning and developmentCreated daily lesson plans to maximize efficiency in the classroom settingMaintain the Liaison relationship between students, supervisors and upper managementAct as a guide for new hires and assist in assimilationMentor and develop under performing employees on a one-on-one basis until quality standards are met Show less

  • Center Trainer

    Mar 2003 - Jan 2007

  • Customer Service Supervisor

    Oct 2001 - Feb 2003
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  TD Auto Finance

  Feb 2007 - Jul 2012

  Handled the training and development of team leadersInitiated and developed newly created Spanish Team that handled all outbound/inbound Spanish calls for accounts under 30 days past dueAided in developing goals and standards for all teams Maintained task force of setting goals and expectations for Customer Service RepresentativesHelped create a competitive environment within the department to help bring out employee potentialMaintained daily/monthly verbal and written feedback to employeesHandled giving feedback to top corporate executives regarding current trends Show less

  • Quality Manager

    Mar 2008 - Jul 2012

  • Customer Service Manager

    Feb 2007 - Feb 2008
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  JPMorganChase

  Aug 2012 - May 2016

  Collections Primary Supervisor

  Handle one-on-one training and development for members of the teamPrepare and deliver effective monthly coaching plansReview calls from Customer Account Reps to ensure compliance with company and federal lawsMaintain daily/monthly verbal and written feedback to employees

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  JPMorganChase

  Jul 2016 - Mar 2021

  Associate Business Ops Manager II

  Direct auto financeManage team of 16 employeesResponsible for refinancing and bill of purchasesCountering of offers to get loans approvedSpeaking with bankers and dealers when necessaryDe-escalating customers/ bankers/ dealers complaints

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  AIG

  Mar 2021 - now

  Customer Service Manager