Hi, I’m
DANIELLE CARTER
Smyrna,DE
The best way out is always through.
Robert Frost
Summary
Resourceful Customer Experience Agent with years of retail experience in fast-paced, team-based environments. Driven and proven successful at achieving established targets and team goals. Facilitate positive experiences while bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
14
years of professional experience
Work History
Capital One Bank — High PriorityWilmington, DE
Experience Specialist
05.2019 - Current
Job overview
- Assist new and existing customers with inquiries regarding discontinued or current banking products and/or features
- Handling escalated calls and logging Tier 2 cases, while also de-escalating customers for better experience
- Place outbound calls to customer for any updates, resolutions or additional servicing
- Participate in multiple pilots for departments and give feedback
- Design & implement department and team engagement activities to create an inclusive environment
- Servicing and initiating manual wire request for Retail, Direct & NDB
- Assist with managing account in branch, phone or anything with online banking, especially any online troubleshooting
- Helping new team members adjust to new team dynamics and engagement activities
- Worked with internal matrix partners to triage issues and submit work requests.
- Researched and resolved complex issues and appeals to facilitate prompt resolution.
Capital One, N.AWilmington, DE
Customer Solution Specialist
04.2018 - 05.2019
Job overview
- Serviced inbound calls with new & existing customers as a subject matter expert on retail & direct banking products
- Provided customers with excellent customer service, with strong communication and interpersonal skills, self-motivation and independence as well as working together with team
- Stayed abreast of all changes, developments and enhancements for all systems, products and upgrades.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
ApplebeesWilmington, DE
Trainer, Server & Bartender
07.2015 - 07.2018
Job overview
- Opening & closing restaurant
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Noted special patron requests and followed up with kitchen to confirm delivery.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
American Red Cross - Delmarva Chapter
Intern
08.2015 - 12.2018
Job overview
- Managing and planning for Nationwide Home Fire Preparedness Campaigns
- Creating/Writing a Home Fire Preparedness Campaign Manual
- Registration Sign ups for Home Fire Events & Follow-ups
- Arranging Stage areas, gathering paperwork & recruiting volunteers
- Fire Events Announcement emails & remind emails to volunteers Supply Inventory/ Supply distribution to different locations for Home Fire events Door-to-Door Free Smoke Alarm Installations: During the duration of this internship 244 Smoke Alarms were installed under my leadership
- Maintained office schedule and calendar of workflow and meetings.
- Collaborated with team to optimize workflow and achieve objectives.
- Produced high-quality communications for internal and external use.
- Took meeting notes and compiled paperwork to support department.
- Developed effective improvement plans in alignment with goals and specifications.
Cadia Rehabilitation
Certified Nursing Assistant
08.2010 - 05.2014
Job overview
- Caring & Treading for elderly (Hygiene, feeding, changing, etc)
- Managing Operational Machinery & Transporting
- Documenting & evaluating patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
- Oversaw and maintained patients' rooms, group living areas and nurse stations.
- Cared for clients with diagnoses such as respiratory failure, diabetes, and muscular dystrophy.
Education
Delaware State UniversityDover, DE
Bachelor of Science from Health Promotion
12.2015
St. Georges Technical High School
High School Diploma
05.2011
University Overview
- Completed professional development in Nursing Technology
Skills
- Microsoft & Google Office Suite
- Google Office Suite
- Developing Presentations and Reports
- Detail-Oriented
- Problem Solving
- Relationship Building
- Analytical Thinking
- Customer Service
- Verbal and Written Communication
- Team Collaboration
- Computer Proficiency
- Project Management
- Time Management
Additional Information
- Capital One: Fun & Informal Pillar Award 2019
- People to People Alumni Ambassador est. 2008
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Experience Specialist
Capital One Bank — High Priority
05.2019 - Current
Customer Solution Specialist
Capital One, N.A
04.2018 - 05.2019
Intern
American Red Cross - Delmarva Chapter
08.2015 - 12.2018
Trainer, Server & Bartender
Applebees
07.2015 - 07.2018
Certified Nursing Assistant
Cadia Rehabilitation
08.2010 - 05.2014
Delaware State University
Bachelor of Science from Health Promotion
St. Georges Technical High School
High School Diploma
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