Jonathan Corker Email & Phone Number

Early in my journey I worked on a project resolving escalated customer complaints. I was investigating a customer's case who due to no fault of her own made a payment to her account and the payment did not apply to the account as intended. She was so upset that she was actually in tears and thought her payment was lost as she had been going back and forth between her bank and our company for days. While following our then current process in place I quickly realized our process did not and would not work for our customer's specific situation. Essentially our process directed the customer back to her bank; however, her bank's process kept directing her back to us. Unfortunately she became stuck in the middle. Once I realized our then current process (and her bank's process) was not going to help her find a resolution, I customized a way to resolve her payment issue. In the end I was able to work with different department heads that allowed me to locate her payment and that allowed her to get her missing payment back. This memorable occurrence has stuck with me over the years. It was an introduction of sorts that opened my eyes to see that processes can and do fail at times. Processes need continual evaluation and improvement as other variables (known and unknown) change over time. I love to create custom solutions that solve for client problems using research, data, analysis, collaboration, validation, training, and communication. I take pride in being able to relate to customer issues to the fullest extent in order to help create a better process to solve for the problem or limitation.

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  Liberty University

  General Studies