Summary
Overview
Work History
Education
Skills
Timeline
Volunteer
Erika Mahran

Erika Mahran

Springfield,GA

Summary

Customer (internal and external) focused and committed job seeker with a history of meeting and exceeding company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

14
14
years of professional experience

Work History

Sr. Coordinator - Customer Protection Resolution

Capital One
REMOTE
01.2023 - 01.2024
  • Maintain steady flow of call volume while meeting expectations of metrics
  • Deliver outstanding Customer service to Capital One customers
  • Resolve Customer-based or Capital One fraud concerns and determine actions necessary to address said concerns
  • Perform both Account Level and Fraud Level review to assess potential risk to Customers and or Capital One
  • Employ multi-tasking skills in an effort to provide efficient, friendly and accurate service to Customers, both internal and external, while adhering to metric goals set forth by the Senior Leadership
  • Utilize multiple proprietary software programs to complete necessary research to ensure educated decisions are being made
  • Utilize Pinpoint to ensure guidelines set forth for every situation are being followed for each and every call
  • Provide the utmost professionalism when conducting outbound calls to individuals, businesses or other financial institutions for research purposes
  • Work together with teammates when needed for assistance purposes
  • Comfortably make decisions such as ending a Banking Relationship when activity presented is a risk to Capital One
  • Remain active in chat and Slack channels to offer and obtain support and guidance to colleagues within the Customer Protection Resolution team
  • Consistently received kudos calls and surveys conveying appreciation for my excellent and empathetic customer service skills.

Sr. Coordinator - Refinance Fraud Analyst

Capital One
REMOTE
01.2022 - 01.2023
  • Worked closely with COAF Funding Agents to understand the needs of customers
  • Examine applicant documentation and credit data to establish fraud risk areas
  • Work within the Team environment to develop and test internal fraud detection methods
  • Thoroughly research applicant information utilizing internal data systems, Innovis and LexisNexis
  • Conduct outbound calls to confirm applicant identity
  • Accept inbound calls from Funding and Call Center Agents for fraud questions or customer assistance
  • Worked closely with current co-workers to establish rapport and provide continuing guidance
  • Maintain Quality Assurance guidelines as set forth by Leadership
  • Participated in Fishnet Crew (employee morale group and quarterly Rally productions)

Coordinator - Refinance Funding Analyst

Capital One
REMOTE
01.2021 - 01.2022
  • Examine application and documentation to make sure they are correct and comprehensive in accordance with policy
  • Conduct outbound calls to applicants to confirm asset information and request additional documents as needed
  • Review applicant credit histories, and other financial data to determine credit worthiness
  • Calculate income based upon applicant provided documentation
  • Contact external lenders to obtain final loan payoff information
  • Calculate payment plans based on customers' needs / requests
  • Work with teammates to create learning events within team meetings
  • Participate in outbound Call Pilot to thank customers for completing and funding their auto refinance with Capital One
  • Maintain Quality Assurance guidelines as set forth by Leadership
  • Participated in Fishnet Crew (employee morale group and quarterly Rally productions)

Sr. Coordinator - Small Business Customer Advocate

Capital One
Plano, TX / REMOTE
01.2020 - 01.2021
  • Accept inbound calls from Small Business customer
  • Review accounts details with Small Business customers and make changes as per their request
  • Complete money movements, deposits, and withdrawals, ensuring all transactions were documented thoroughly and accurately
  • Assisted customers in selecting the correct products, services, and options
  • Opened, modified or closed Small Business checking and/or savings accounts
  • Served customers by ordering checks, placing stop payment orders, and performing special services
  • Maintain Quality Assurance guidelines as set forth by Leadership.

Office Manager

J&R Ice Cream Company
Ridgeland, SC
01.2016 - 01.2020
  • Oversee daily operations for Ice Cream and Frozen Food distribution warehouse
  • Respond to escalated customer service issues; coach team in how to deliver top notch customer service
  • Perform purchasing activities, accounts receivable, daily cash management, and banking; maintain bill-backs to manufacturer for defective and out-of-date product
  • Maintain internal inventory items via internal systems; complete all purchasing with manufacturers; including Nestle, Digiorno, Blue Bunny, Rich’s, and Mayfield Dairy
  • Provide administrative support to President, Vice President and Owners of company; handle email, mail processing, invoices, filing, scanning, photocopying, faxing, data entry, scheduling of meetings related to recruitment procedures
  • Arrange interviews for route salesman candidates
  • Manage company gas card account and credit cards
  • Coordinate personnel travel arrangements; organize trade show attendance registration and coordination.

Executive Assistant

ORG Portfolio Management
Beachwood, OH
01.2011 - 01.2016
  • Provided direct administrative and business support to the Principal / CEO of leading institutional real estate investment consulting firm as well as supporting other members of the executive management team
  • Maintained CEO’s calendar plan and scheduled meetings, tele/video conferences and extensive travel
  • Acted as liaison for company Investment Review Committee and various industry Investment Fund Managers
  • Facilitated on-site and off-site meetings, including venue selection, vendor negotiations, and catering options
  • Distributed and tracked Fund Manager Due Diligence questionnaires and associated materials
  • Initiated Fund Manager annual operations reviews; coordinated on site operations due diligence meetings
  • Managed corporate American Express account and corporate Verizon Wireless cell phone account
  • Tracked corporate credit card charges for executives processed expense reports accordingly
  • Handled purchasing and tracking of office supply; processed vendor invoices and submitted to Accounts Payable for payment
  • Acted as personal assistant for CEO as required
  • Coordinated annual holiday party, corporate holiday gift giving for clients, tenants, and business associates
  • Negotiated contracts for leased office equipment, securing pricing less than previous years.

Recruiting / Executive Assistant

Aleris International
Cleveland, OH
01.2010 - 01.2011
  • Provided administrative support to Corporate Human Resource department
  • Coordinated and managed calendars of Director and Recruiters
  • Agenda preparation, meeting room coordination (on-site and off-site), note taking and follow-up as needed
  • Participated, designed and executed corporate events, and employee meetings
  • Posted open positions internally and externally, ensuring the most cost-effective method used
  • Coordinated complex travel itineraries for staff as well as executives, and managed associated expense reports
  • Facilitated on-site and off-site meetings, including venue selection, vendor negotiations, and catering options
  • Coordinated collection/preparation of operating reports, budget expenditures, for statistical reports and performance data
  • Maintained corporate cell phone program with Verizon Wireless and internal inventory associated with cell phones.

Education

High School Diploma -

Martin High School
Arlington, TX

Skills

  • Customer Service
  • Client Relations
  • Customer Education
  • Office Management
  • Executive Administrative Support
  • Meticulous Attention to Detail
  • Professional Telephone Demeanor
  • Documentation & Document Management
  • Customer Account Billing
  • Accounts Payable & Receivable
  • Policy Development
  • Staff Management (Hiring & Termination)
  • Supply Management & Purchasing
  • Relationship Building
  • Business Administration
  • Banking Operations
  • Facility Management
  • Workflow Optimization
  • Scheduling and Calendar Management
  • Presentation Design
  • Conflict Management
  • Employee Training
  • Performance Improvement
  • Travel Administration
  • Meeting Planning
  • Proficient in MS Office
  • Expense Reporting
  • Type 65 WPM

Timeline

Sr. Coordinator - Customer Protection Resolution

Capital One
01.2023 - 01.2024

Sr. Coordinator - Refinance Fraud Analyst

Capital One
01.2022 - 01.2023

Coordinator - Refinance Funding Analyst

Capital One
01.2021 - 01.2022

Sr. Coordinator - Small Business Customer Advocate

Capital One
01.2020 - 01.2021

Office Manager

J&R Ice Cream Company
01.2016 - 01.2020

Executive Assistant

ORG Portfolio Management
01.2011 - 01.2016

Recruiting / Executive Assistant

Aleris International
01.2010 - 01.2011

High School Diploma -

Martin High School

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Erika Mahran