Amber McCallum
Henrico,VA
Summary
Account Resolution Coordinator with over 10 years of experience in telephone and face to face customer experience looking to showcase my exceptional problem solving skills, customer advocacy, and positive teamwork abilities to enhance overall customer satisfaction.
Overview
13
13
years of professional experience
Work History
Companion Caregiver
Public Partnerships
03.2022 - Current
- Assisted clients with daily living activities, improving their quality of life.
- Prepared nutritious meals for clients, supporting their overall health and dietary needs.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Promoted a safe home environment by conducting regular assessments of potential hazards and implementing appropriate safety measures.
- Provided transportation to appointments and social events, promoting client independence and participation in community activities.
- Managed household chores such as laundry and cleaning, maintaining a clean and organized living space for clients.
- Developed trusting relationships with clients through active listening skills and empathetic communication techniques.
Companion Caregiver
Private Duty Client
11.2022 - 10.2023
- Built strong relationships with clients to deliver emotional support and companionship.
- Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
- Assisted with daily living activities to support safety of client.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Recorded status and duties completed in logbooks for management.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care in private residences.
Account Resolution Coordinator
Capital One
02.2011 - 11.2021
- Handled 30+ detail oriented calls with duties including coding accounts, retrieving customer data, and providing customer based focus with empathy and care due to sensitive call type
- Received an average quality assurance of greater than 95% which is 10% greater than department standard
- Maintained an error rate of less than 0.75% which is significantly less than department average of 2.0% over 9+ years
- Enhanced customer satisfaction by addressing concerns promptly and using problem solving skills to give customers best possible solutions.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Continuously performed at level of above average or exceptional for 9 years.
- Used Active Listening skills to resolve customer issues promptly.
- Documented customer complaints to enhance business processes.
- Improved team productivity by regularly communicating with teammates to ensure any business related issues were gone over collaboratively to enhance the productivity of the team.
Trainer
Capital One
12.2011 - 01.2021
- Trained a group of 10 employees in customer service expectations, basic duties, and account specific programs
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Conducted side by sides with novice employees, directors, and senior VPs to showcase the customer experience.
High Value Escalations (CAAT) Intern
Capital One
01.2019 - 07.2020
- Took escalated calls while maintaining a positive outlook on call resolution while addressing negative customer feedback quickly and efficiently.
- Used problem solving skills to resolve complaints and customer dissatisfaction.
- Assisted Department of 73 employees with resolving technical issues, customer based problem solving and extensive account assistance to elevate customer satisfaction.
- Significantly impacted customer loyalty by establishing trust by following up in a timely manner, going above and beyond as a customer advocate to simplify the experience, and advising how digital applications and products can positively develop customer experience during the most impactful time in customers lives.
- Sorted and organized files, spreadsheets, and reports.
- Conducted regular reviews of operations and identified areas for improvement.
Education
High School Diploma -
Hermitage High School
Henrico, VA Skills
- Emotional Support
- Problem-Solving
- Time Management
- Multitasking and Organization
- Dependable and Responsible
- Verbal and written communication skills
- Decision-Making
- Call center experience
- Complaint Handling
- Call Center Operations
- Staff Training
- Quality Control
Timeline
Companion Caregiver
Private Duty Client
11.2022 - 10.2023
Companion Caregiver
Public Partnerships
03.2022 - Current
High Value Escalations (CAAT) Intern
Capital One
01.2019 - 07.2020
Trainer
Capital One
12.2011 - 01.2021
Account Resolution Coordinator
Capital One
02.2011 - 11.2021
High School Diploma -
Hermitage High School