DEJHA LITTLE
Chesapeake,VA
Summary
Enthusiastic Supervisor effective in translating senior management directives into successful policies. Offers proven skills in policy enforcement, administrative recordkeeping, escalations and scheduling honed over progressive career in a bank setting. Systematic about approaching every issue to correct short-term problems and improve long-term performance. Dedicated job seeker looking to obtain a new, challenging position. Works well under pressure, adaptable, and ready to be a strong team player.
Overview
11
11
years of professional experience
Work History
Experience, Senior Supervisor
Capital One
Chesapeake, VA
11.2014 - Current
- Monitor and address issues, questions, and resolve situations that are referred to the Specialty Operations team.
- Assist management with department escalations and corporate complaints.
- Complete special projects as assigned by management.
- Complex payment investigations.
- Bank conference calls.
- Increase department morale.
- Developed documentation for department regarding tasks, job duties and corporate protocols.
- Interacted directly with high-profile clients or customers requesting assistance to resolve conflicts, build trust and win loyalty to promote repeat business.
- Resolved customer complaints and adjusted policies to meet changing needs.
- Complied with company policies, objectives, and communication goals.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Explained benefits, features and recommendations to maximize client retention.
- Answered inbound calls, chats and emails to facilitate customer service.
Project Coordinator
Capital One
Chesapeake, VA
05.2022 - 08.2022
- Prioritized needs and delegated assignments to simultaneously handle multiple projects.
- Assessed, monitored and reported on work progression.
- Set project goals and schedule with owners and team members.
- Created and maintained project documentation to drive transparency with stakeholders.
- Handled portfolio of initiatives to support organization's goals.
- Served as point-of-contact to support order management, testing and reporting.
- Collaborated with internal teams to develop project solutions resulting in on-time execution.
- Coordinated with department leads to identify and outline solutions to client-specified challenges.
- Made changes to project scope and cost and implemented most effective change management processes to keep project up-to-date.
Floor Supervisor Intern
Capital One
Chesapeake, VA
12.2020 - 09.2021
- Delegated tasks appropriate to individual employees to provide development opportunities.
- Addressed employee issues and conflicts to provide input, feedback and coaching.
- Collaborated with leadership to determine needs and devise improvement plans to reach strategic targets.
- Led employee performance evaluations and rewarded top performers to retain quality personnel.
- Led meetings for team employees to obtain feedback, provide information and establish policies.
- Improve team performance by providing direction and hands-on support.
- Track employee performance to determine areas of strength and skills to improve.
- Conduct account reviews, and monitoring staffing levels when needed.
- Coach staff on policies and department procedures through floor communication and account audits.
- Provide verbal or written feedback to staff regarding their performance.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Entered time and attendance logs in preparation for payroll.
- Prioritized needs and delegated assignments to simultaneously handle multiple projects.
- Produced status reports for customers and senior management.
- Assisted customers with various types of technical issues via email, live chat and telephone.
Education
Standard Diploma -
Oscar F. Smith High School
06.2014
Skills
- Policy enforcement
- Team building
- Complex problem-solving
- Strong communication
- Department organization
- Staff training
- Schedule management
- Project Planning
- Documentation and Reporting
- Performance Tracking and Evaluation
- Calm Under Pressure
- Task delegation
- Project management
- Empathize with customers
- Build relationships with customers and staff
- Employee Development
Timeline
Project Coordinator
Capital One
05.2022 - 08.2022
Floor Supervisor Intern
Capital One
12.2020 - 09.2021
Experience, Senior Supervisor
Capital One
11.2014 - Current
Standard Diploma -
Oscar F. Smith High School