John Champlin Email & Phone Number

Chicago, Illinois, United States

• Worked with compliance, internal audit, and legal departments to deliver customer centered solutions for risk activities. Reconciled issues for all US card customers and ensured all compliance guidelines were followed.
• Utilized operational infrastructure, rapidly providing solutions for risk events.
• Brainstormed and created risk focused innovations for business partners, leading to faster turn-around-times for data analysis and execution documentation.
• Discussed business information needs with compliance department, eliminating detailed compliance report on project activities which saved 20+ hours per week.
• Collaborated in rapid improvement exercise, streamlining and decreasing lag time for projects as well as reducing number of steps from 100 to 60; results were presented to team and CEO and were established as corporate.

Chicago, Illinois, United States

• Provided monthly compliant data and analysis to marketing officers. Prepared reports for internal business partners as needed. Developed presentations regarding complaints for executives to track issues and highlight.
• Delivered self-service tool for active monitoring of complaint data in Tableau dashboard, allowing executives to customize based on subjects, departments, and volume.
• Changed from complaint sampling to 100% analysis, increasing accuracy of data utilized to drive resolution process; nominated for President’s Award, recognizing superior work.

Phoenix, Arizona, United States

• Updated and managed data views for customer experience department and created new views on an ad hoc basis. Collected data from numerous sources and condensed data into executive presentation. Delivered reports and.
• Earned Discover's Distinguished Performance Award 2016 for improving Call Quality Listener’s consistency in evaluations by looking at individual agent’s deviation in score and reinforcing best practices with coaching.

Phoenix, Arizona, United States

• Worked with internal business partners as well as 3rd party consultants to provide quick turnaround testing and analysis. Conducted customer feedback sessions, process improvement testing, and listening analysis..
• Discover won its 1st J.D. Power Customer Service award in 2014. My team carried out several projects to identify areas of improvement in customer service and improving the resolutions to customer inquiries.

Phoenix, Arizona, United States

• Provided world class customer service to card members. Answered calls on front line of Discover Card US based customer service. Solved diverse range of inquiries and errors.
• Coached fellow account managers in best practices and proactively assisted Team Leader on as needed basis, helping team to achieve call center goals.

Certificate, Legal Assistant/Paralegal

Associate Of Arts - Aa

High School Diploma, General Studies