1. LEONORA M. MAXWELL
(614) 515-0374
leonoramaxwell12@gmail.com
CAREER SUMMARY
Credit Operations Data Furnishing Procedure Coordinator with over 7 years in mortgage and auto credit
operations, customer care research management, and mortgage banking. I’ve been working with upper management
to oversee and manage data furnishing projects by giving direction to department engine owners to implement and
improve processes. I’man effective communicator which allows me to be comfortable in leading groups of my peers
and consistently leaned on by management to get work accomplished within deadlines and accurately.
EXPERIENCE
JPMORGAN CHASE JAN. 25, 2010 TO PRESENT
Credit Operations Furnishing Procedure Coordinator
 Collaborating directly with Credit Operations Furnishing Lines of Business (LOB) Vice Presidents for Auto,
Card, Consumer Banking (Deposit Accounts),and Mortgage
 Manage and update procedures to ensure that the monthly credit reporting furnishing file sent to each major
credit reporting agency has correct information
 Responsible for overseeing that each LOB meets outlined guidelines and deadlines for procedure portion of
each project Action Plan, Change Management , Correction Plan, Evergreen Audit, CFPB Audit or Working
Group Approval
o Updated all existing procedures into new company wide format for each LOB assuring that each are
setup the same so that Analyst are able to move smoothly from one LOB to anotherand easily
navigate through the procedures
o Verified that each procedure is accurate and ready for any internal and outside audit reviews
o Responsible for requesting and managing systemaccesses for Quality Control groups writing a
procedure on this can be done when I am not available
Operations Senior Specialist II
 Managed Direct and Indirect Credit Reporting Disputes Accounts
o I am proficient processing ALA, CALS, MSP, VLS (Auto and Mortgage), and RCV1 VLS route
types for Auto and Mortgage accounts
o Processed Correspondence, Call, Payment, and Credit Amendment, Payment Research, General
Maintenance, Final Reporting, HAD, Default Servicing, KANA, Dispatching, CODB routes,and
CRA Rejects
o Trained to process AUD’s and ACDV’s for Auto and Mortgage Loans Credit disputes
o Completed Excel 2010 Part II and Excel 2010 Part III Training classes
o TBC (Team Builder Committee) Project working with VP John McKibben organizing and planning
onsite and offsite team building events managing event around deadlines and provided budgets
organizing and supervising meetings with Upper Management to determine when they could
participate and explaining that events could take place without them nonstop but if their direct
reports didn’t feel like they cared to participate they would not either because “Attitude Reflects
Leadership” notification of the VP’s direct reports and following up with surveys and sending
pictures and memoir of the events organized events around what the teams wanted to do and what
Management
o Procedure Helper selected in addition to another person out of a group of peers to assist with writing
and process training for Credit Operations

2.  Enrolled in JPMorgan Chase Technology University taking the Business Analyst course
o Writing Skills Innovation Implementation Getting Started With Excel 2010
o Feedback Essentials How to Place Orders with ePurchase 3.0
o Global Self Study Difficult Interactions
o Customer Focus Solving Problems Logically
o Feedback Essentials Time Management
o Career Management Cross Cultural Awareness
 Always looking for ways to improve the process and therefore improving the customer’s experience
o Worked on the DOJ-SCRA project making sure that the all four credit bureaus showSCRA
protection uploaded proof of correct reporting into the share drive and share point folders
o Worked with Credit Operations team VP Neela Andrews’ direction testing to see if FORTRACS
continues to control the VLS systemBankruptcy CII’s after updating to a closed status I tracked
accounts and credit reports of each account to see what the monthly tape sent to the bureaus
o Assisted one of the department VP’s Angela Hinerman with the Credit Letter Rewriting Project by
creating new bankruptcy letters
o Letter Testing Project using Infosource Testing Scripts verify and reviewing each letter type
o Testing for E-Oscar assist in the ALM systemand during regular route processing.Gave feedback
of bugs in the systemand unclear rules within the new update
o Live testing the CARR systemwhich is used to view all the credit reporting agencies side by side
o Volunteered to assist with helping with the Auto overflow of ACDV’s VP John McKibben had
already expressed that he wanted me to added to the group chosen because ofmy VLS knowledge
o I have been backup for the Fraud Block Report for the disputes VP by pulling the daily reports from
E-Oscar and giving the data to Auto,auditing and opening routes for VLS and MSP and placing
credit stops on the accounts when necessary
 Also I went through the monthly report removing stops and insuring the stops were still in
place if needed before the monthly credit reporting for both VLS and MSP
Customer Care Research Associate
 Team Lead Management (Backup)
o Managed a team of 15 to 20 Associates Assigned work by adding work into each individual Inbox
according to their skillset and type of business
o Daily ran reports, analyzing data, and managed daily workflow in order to track our progress and
plan how to assign the work each day relaying information to VP of department the plan to close all
work within Service Level
o I processed PAR report daily and tailoring the information for CRM department into a report for the
morning supervisor’s,VP, domestic and International uppermanagement
o Delivered a training program using a power point presentation I designed with anotherteam
member to develop cohesiveness department process
 Managed and maintain Credit Correspondence process
o Subject matter expert for Credit process for Customer Research Management (CRM) department
o Instrumental in implementation and development of a new credit process that lead to a decrease in
the amount of man hours required to open and fulfill credit requests
o Opened Bulk Upload comments and routes for internal partners using the ADS system
 Proficient in process and procedure writing
o Updated and maintained all department procedural documents
o Wrote department procedures for not on system(NOS), Executive Office (EO), and Credit
correspondence
 Familiarity with testing
o Tested and assisted in the implementation of Captiva in the Citrix system. This systemis used to
capture images of documents received from customers so work orders can be opened to the
appropriate departments to address the customers request
o Trained other team members on the new systemafter testing was completed

3.  Other roles
o Route customer correspondence to the appropriate area
o Handle highly sensitive correspondence belonging to the Executive Office team and advised them
regarding of the information being sent to their office
o Trained new employees on the department procedures and processes
Customer Care Representative
Experienced call center representative Took customer calls, opened routes, processed payoff request, and assisted the
customer in any way necessary
Collector I (Overdraft Collections for Deposit Accounts)
Collection in high volume call center to secure delinquent deposit account followed FDCPA procedures
Reviewed and researched transactions on deposit accounts looking for the reason the account became overdrawn and
explained to each customer the issue
Navigated AS400 systemwhere deposit accounts were housed
NCO FINANCIAL SYSTEMS JUNE 2007 TO JANUARY 2010
Collector
Proven negotiation skills by proficiently collecting emergency physician bills by explaining to customers how to avoid
adversely affecting their credit with a collection debt from
EDUCATION
Training and testing on rules and regulations of the FDCPA
FCRA Certified
Enrolled in JPMorgan Chase Technology University Business Analyst Courses
Business Occupation Education Coosa County Area Vocational Center