Summary
Overview
Work History
Education
Skills
Timeline
Generic

Gabriella Chapman

Portland,OR

Summary

A confident and socially aware individual who possesses relational communication skills and can advocate on behalf of others. Extremely eager to acquire new knowledge that will further encompass aspirational goals. Is able to handle customer service interactions in a timely, efficient, and friendly manner. Great communication, multitasking and planning abilities. Familiar with critical bank policies and adheres to business practices. Able to work with limited supervision.

Overview

7
7
years of professional experience

Work History

Café Ambassador

Capital One
Portland, OR
10.2021 - Current
  • Organized after-hours monthly team engagements to enhance working relationships
  • Collaborated with team members on Café processes to keep us well-managed.
  • Developed team communications and information for meetings.
  • Prepared variety of different written communications, oral presentations, and process documents.
  • Actively listened to customers, handled concerns quickly and escalated major issues to call center.
  • Engaged, educated and empowered customers digitally to deliver legendary banking experience.
  • Money & Life Mentor: meet with clients to bridge financial and life goals.
  • Ambassador Corner West Coast Lead
  • Coursera Course(s): Storytelling & Influencing, Intro to Personal Branding
  • Built out Daily Schedule every week for 10 associates.
  • 2021 Hall of Legends nominee
  • Five Google Reviews by-name in one year
  • Catalyst Certified to train new Ambassadors.
  • Part of Pilot for Social Associate Rollout
  • April 2022 PROPS winner
  • Communicator Role for West Region Communications Team

CX Senior Coordinator

Capital One
Saint Cloud, MN
07.2020 - 09.2021
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Managed accounts for customers and adhered to safety procedures to prevent breaches and data misuse.
  • Interacted with customers by phone and helped deescalate/diffused tense situations.
  • Stayed current on changing products, services and policies to offer exceptional service to customers.
  • Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
  • Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
  • Responded to customer inquiries with patience and positivity to establish excellent first impression.
  • Maintained 100% Accuracy in Business Critical Behavior

Customer Solutions Specialist

Capital One
Saint Cloud, MN
09.2019 - 07.2020
  • Acted as front line service of Capital One, represented brand image, its products, and helped change banking for good.
  • Educated and empowered customers on self-service for their digital accounts.
  • Built rapport through problem-solving and guidance.
  • Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
  • Communicated effectively using multiple platforms such as Google, Amazon Connect, Ease, Zoom and Office products.
  • Managed assigned workload while maintaining average handle time of 335, exceeding expectations of goal metric 365.

Certified Swing Manager

McDonald's Restaurant
Foley, MN
06.2015 - 09.2019
  • Monitored premises and assigned tasks to keep facilities clean, neat, stocked and organized.
  • Trained crew members on how to perform tasks correctly.
  • Managed employee performance to give guests accurate, efficient and personable service each and every time.
  • Was able to run shifts with efficiency and count/balance tills.
  • Recorded food safety temperatures 3 times per day

Education

Bachelor of Arts - Communication Studies

St. Cloud State University
St. Cloud
01.2021

Skills

  • Adobe Premier
  • Slack
  • Vessel
  • G-Suite
  • Kanban/Confluence
  • Interpersonal Communication
  • Open-minded
  • Team Player
  • Empathetic
  • Adaptability
  • Spanish-Proficient
  • Quick Learner
  • Spanish-Proficient
  • Quick Learner
  • Spanish-Proficient
  • Quick Learner

Timeline

Café Ambassador

Capital One
10.2021 - Current

CX Senior Coordinator

Capital One
07.2020 - 09.2021

Customer Solutions Specialist

Capital One
09.2019 - 07.2020

Certified Swing Manager

McDonald's Restaurant
06.2015 - 09.2019

Bachelor of Arts - Communication Studies

St. Cloud State University
Gabriella Chapman