Summary
Overview
Work History
Education
Skills
Timeline
Generic

Gissel Estevez

Woodside,NY

Summary

Highly-motivated professional with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

11
11
years of professional experience

Work History

Quality Assurance Coordinator

Capital One Bank
10.2024 - Current
  • Responsible for monitoring hundreds of customer interactions monthly to ensure compliance with laws and regulation within US card business.
  • Maintained high data integrity through entry, review, and verification for audit readiness.
  • Recommended and implemented process enhancements, boosting efficiency and accuracy.
  • Participated in calibration sessions to ensure consistency and quality across departmental assessments.
  • Developed and distributed recurring reports to support ongoing quality improvement initiatives.
  • Supported continuous improvement efforts by piloting new controls and proposing actionable solutions.
  • Performed comprehensive research and effectively communicated findings through formal presentations.

UBA/Branch Ambassador

Capital One Bank
06.2017 - 10.2024
  • Trained new hires to proficiently utilizing all banking systems as Catalyst.
  • Collaborated with Market wide teams to organize informational monthly calls.
  • Created comprehensive work schedules while ensuring adequate coverage.
  • Successfully established and maintained a comprehensive key and combination log using Microsoft Excel to track access.
  • Fulfilled the role of acting manager during the manager's absence.
  • Performed regular reviews of completed work to ensure branch stayed within compliance of regulations and laws governing financial institutions.
  • Provided exceptional customer service by addressing inquiries, resolving issues, and promoting various banking products and services to meet customer needs.

Teller

Capital One Bank
04.2014 - 06.2017
  • Identified fraudulent activity on accounts and took appropriate actions as needed.
  • Completed daily cash transactions, balancing and operated ATMs.
  • Met or exceeded sales goals by answering inquiries, informing customers of new services and promotions.

Education

Bachelor of Arts (B.A.) - Psychology

Hunter College
New York, NY

Skills

  • Effective communication
  • Coaching and mentoring
  • Microsoft Office proficiency
  • Bilingual in Spanish and English
  • Adaptability to change
  • Self-motivation

Timeline

Quality Assurance Coordinator

Capital One Bank
10.2024 - Current

UBA/Branch Ambassador

Capital One Bank
06.2017 - 10.2024

Teller

Capital One Bank
04.2014 - 06.2017

Bachelor of Arts (B.A.) - Psychology

Hunter College

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