Danielle Jordan
DeSoto,Texas
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
Work History
High Value Credit Card Specialist
Capital One
05.2023 - Current
- Built strong relationships with customers to increase retention and loyalty.
- Assisted customers with questions and inquiries to provide information regarding credit card accounts.
- Proven ability to learn quickly and adapt to new situations.
- Assist customers with making payments on accounts
- Assist customers with filing dispute and fraud cases
Advanced Services Team Coordinator
Capital One
09.2021 - 05.2023
- Managed team workload to reach targets for specific tasks.
- Conduct and complete tasks alerts for customers
- Outbound calls to customers to complete EFA verifications for application approvals
- CLO, Experian, LexisNexis, Empath
- Review bank statements and paystubs to complete income review
- Assist call agents with escalated security calls
- GEMS team (growth engagement morale)
Customer Service Specialist/Chat Support Representative
Capital One
07.2019 - 09.2021
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted customer with online app and finance offers through the AutoNav for financing, answered customer questions and inquiries
- Earned a place on the chat team for Auto Navigator which required multitasking and focus on personal metrics.
- Participated and led Huddles when Unit Manager requested and went over roadblocks, CSAT engagement and QA trends.
- Supported QA Spotter program within the team which led to higher QA metrics, increasing team morale.
- Chosen by Leadership to participate in the SME program side by sides with new and tenured Agents that needed to expand knowledge.
- Engaged in the AST Lend program which required high metrics to qualify and included consistent task completion and attention to risk alerts.
Education
Bachelor of Science - Business Management
Westwood College - Denver North
Denver, CO05.2015
Associate of Applied Science - Business Administration
Westwood College - Denver North
Denver, CO05.2014
GED -
Cedar Valley Collège
Dallas, TX05.2012
Skills
- Application processing
- Fraud investigation
- Verbal and written communication
- Dispute Resolution
- Microsoft Word
- Google Drive
- Interpersonal Communication
- Relationship Building
- Conflict Resolution
Timeline
High Value Credit Card Specialist
Capital One
05.2023 - Current
Advanced Services Team Coordinator
Capital One
09.2021 - 05.2023
Customer Service Specialist/Chat Support Representative
Capital One
07.2019 - 09.2021
Bachelor of Science - Business Management
Westwood College - Denver North
Associate of Applied Science - Business Administration
Westwood College - Denver North
GED -
Cedar Valley Collège