Devetta Harris
Richmond,VA
Summary
Personable and dedicated Customer Service professional, with over 10 years experience in financial industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
19
19
years of professional experience
Work History
Communication Specialist
LHH Recruitment Solutions, Temporary Assignment
02.2024 - Current
- Enhance claimant satisfaction by promptly responding to inquiries and providing accurate case status updates.
- Provide assistance logging in and navigating through digital channel to locate information and complete Notices.
- Navigate through multiple systems to service claimants.
- Accurately record and document reason for claimants call and actions taken.
- Maintain confidentiality of sensitive claimant information by adhering to policies and procedures.
Sr. High Value Serving Elite Representative
Capital One
07.2015 - 06.2023
- Receive inbound and make outbound calls in a fast-paced environment, while providing unmatched customer service to preferred clients
- Investigate and file fraud and dispute cases for preferred credit card members
- Filed complaints through proper complaint process channel
- De-escalate calls by providing empathy, understanding, and knowledge
- Provide assistance registering and navigating through digital channels
- Provide one call resolution
- Maintain schedule adherence and call metrics in a fast-paced environment
- Navigate through multiple banking systems to service preferred clients
- Complete quarterly compliance and regulatory training to adhere to banking regulations
- Provided coaching to new hire classes
High Value Servicing Representative
Capital One
03.2013 - 07.2015
- Receive inbound and make outbound calls in a fast-paced environment, while providing unmatched customer service to preferred clients
- De-escalate calls by providing empathy, understanding, and knowledge
- Provide assistance registering and navigating through digital channels
- Maintain schedule adherence and call metrics in a fast-paced environment
- Navigate through multiple banking systems to service preferred clients
- Complete quarterly compliance and regulatory training to adhere to banking regulations
Loyalty Rewards Representative
Capital One
07.2012 - 03.2013
- Receive inbound calls in a fast-paced environment while providing unmatched customer service to credit card and banking rewards members
- Educate members on rewards program and redemption options
- Redeem rewards for members
- File reward escalation cases when needed
- Maintain schedule adherence and call metrics in a fast-paced environment
- Complete quarterly compliance and regulatory training to adhere to banking regulations
Customer Service Representative
Wells Fargo(formerly Wachovia)
07.2007 - 07.2012
- Receive inbound calls in a fast-paced environment while providing unmatched customer service
- Maintain knowledge of all banking products to refer to customers
- Maintain schedule adherence and call metrics in a fast-paced environment
- Navigate multiple banking systems
- Complete banking regulatory and compliance training
Account Resolution Specialist
Capital One
07.2006 - 07.2007
- Receive escalated transfers from customer service agents
- De-escalate calls by providing empathy, understanding, and knowledge
- Enhance client satisfaction through timely resolution
- Maintain schedule adherence and call metrics in a fast-paced environment
- Navigate multiple banking systems
- Complete quarterly compliance and regulatory training to adhere to banking regulations
Teller
Bank Of America
04.2005 - 07.2006
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Enhanced branch security through vigilant monitoring of suspicious activities and timely reporting to supervisors.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
Education
Associate of Science - Social Work
J. Sargeant Reynolds
Richmond, VA2024
High School Diploma -
Henrico High School
Richmond, VA06.2003
Skills
- Outstanding customer service
- Computer skills
- Communication skills
- Teamwork
- Conflict Resolution
- Critical Thinking
- Flexibility
- Fast-Learner
Timeline
Communication Specialist
LHH Recruitment Solutions, Temporary Assignment
02.2024 - Current
Sr. High Value Serving Elite Representative
Capital One
07.2015 - 06.2023
High Value Servicing Representative
Capital One
03.2013 - 07.2015
Loyalty Rewards Representative
Capital One
07.2012 - 03.2013
Customer Service Representative
Wells Fargo(formerly Wachovia)
07.2007 - 07.2012
Account Resolution Specialist
Capital One
07.2006 - 07.2007
Teller
Bank Of America
04.2005 - 07.2006
Associate of Science - Social Work
J. Sargeant Reynolds
High School Diploma -
Henrico High School
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