Danielle Franks
Bowie,MD
Summary
Dynamic team leader with a proven track record of driving task efficiency and fostering collaboration. Expertise in aligning team efforts with strategic objectives to enhance performance and achieve customer relationship goals. Committed to leveraging strong leadership skills to inspire teams and deliver exceptional results that support organizational success. Passionate about contributing to a culture of excellence and continuous improvement.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Sr. Ops Coordinator (Debit Claims Processing)
Capital One
04.2024 - Current
- Implementes process improvements that increased operational efficiency within the team.
- Facilitates training sessions to enhance team skills in technology utilization and project execution.
- Facilitates the handling of incoming regulation automated clearing house disputes, ensuring adherence to regulatory standards and timely resolution.
- Administers fee and interest credit adjustments to ensure accurate account management.
- Conduct comprehensive daily research on automated clearing house processes to facilitate effective communication with partners.
Customer Solutions Specialist (Call Center) - Acquirer
Capital One
05.2021 - 04.2024
- Demonstrated excellent listening, questioning and call control techniques with customers in Banking and Credit Card.
- Facilitated customer inquiries, providing accurate and timely resolutions to enhance satisfaction.
- Performed IT support with the company website, mobile app and systems.
- CX Voice Mentor Certified, providing guidance, advice and feedback.
- Collaborated with cross-functional teams to streamline processes and improve service delivery efficiency.
Snap-On Franchisee Co-Owner
Kraken Industry, LLC
09.2020 - 07.2022
- Oversaw warehouse operations by accepting, checking, recording, and organizing incoming stock.
- Managed daily financial transactions and reconciliations for business bank accounts to ensure accuracy.
- Produced and promoted marketing material based on clientele and region.
- Led operational efficiency initiatives, reducing overhead costs and improving service delivery standards.
Service Advisor
Tesla, Inc.
01.2016 - 09.2020
- Facilitated communication between customers and technicians to ensure timely service updates.
- Worked as the Service Coach and Supervisor for the Advisors, trained new hires, maintained quality and standard operating procedures in the front of house and shop.
- Assisted in restructuring a Lean Process designed by Toyota, traveling throughout the US and Canada which resulted in the improvement of current operational efficiency models.
- Developed and delivered resolutions for escalated customers in for service or body shop related issues.
- Worked as a tech support specialist assisting customers in person and over the phone with firmware, MCU and battery related concerns.
- Dispatched road side assistance for damaged and nonfunctioning vehicles, along with loaner vehicles to be picked up or dropped off.
Front Office Agent
Casa Del Mar Hotel
08.2014 - 10.2015
- Managed guest check-in and check-out processes to enhance customer satisfaction.
- Prepared amenities and room requests for regular guests and VIP arrivals.
- Conducted a credit check assuring each room bill is set up appropriately.
- Oversee and assisted in training new agents.
- Created policy improvements and ensured policy adherence.
- Forecasted occupancy to formulate employee schedules each month.
Human Resources Assistant
Development Finance Intl.
08.2013 - 08.2014
- Assisted in collecting invoices and tracking expenses. Supported data entry processes and organized account information. Aided in preparing financial reports for review.
- Coordinated recruitment processes, including screening resumes and scheduling interviews.
- Assisted in onboarding procedures, ensuring compliance with company policies and regulatory requirements.
Front Office Supervisor and SPG Enrollment Ambassador
Sheraton Hotel
06.2011 - 08.2013
- Assisted at adjacent Crescent Hotel property, Westin Reston Heights, as agent and supervisor.
- Increased revenue from the Saudi Arabian Cultural Mission by improving sales process.
- Developed strategies to increase enrollment into Starwood Guest Loyalty Program.
- Assisted housekeeping department assigning Boards, stripping rooms, and updating room status in PMS.
- Trained associates to use Lightspeed Galaxy and Quality Assurance ensuring proper standards were met.
Education
Bachelor of Science in Business - Marketing Management
Virginia Tech
01.2010
Associate of Science - Business Administration
Northern Virginia Community College
01.2008
Skills
- Regulatory Compliance
- Multitasking and organization
- Customer service
- Data entry
- CMSE/Citrix
- EASE Admin
- Microsoft Office Suite
- Profile
- Touch Point
- TRIPS
- EXTRA
Accomplishments
- Pioneered the adoption of new claims as the first pilot user, collaborating directly with the Discover team to refine, test, and oversee implementation.
Certification
Cyber Security | 2024 | Coursera by Google
Timeline
Sr. Ops Coordinator (Debit Claims Processing)
Capital One
04.2024 - Current
Customer Solutions Specialist (Call Center) - Acquirer
Capital One
05.2021 - 04.2024
Snap-On Franchisee Co-Owner
Kraken Industry, LLC
09.2020 - 07.2022
Service Advisor
Tesla, Inc.
01.2016 - 09.2020
Front Office Agent
Casa Del Mar Hotel
08.2014 - 10.2015
Human Resources Assistant
Development Finance Intl.
08.2013 - 08.2014
Front Office Supervisor and SPG Enrollment Ambassador
Sheraton Hotel
06.2011 - 08.2013
Associate of Science - Business Administration
Northern Virginia Community College
Bachelor of Science in Business - Marketing Management
Virginia Tech