Kelly N. Mitchell
Chesapeake,VA
Summary
I am a highly motivated professional with a strong background in customer service. My most advanced skills are being results and customer focused. I am seeking an exciting opportunity to utilize my skills and contribute to the success of a leading company. I am committed to delivering exceptional service and exceeding customer expectations. I am eager to grow and develop within a dynamic organization that values excellence and fosters professional advancement.
Overview
11
11
years of professional experience
Work History
Fraud Intake Coordinator
Capital One Financials
09.2022 - Current
- Responsible for investigating and reporting suspicious and fraudulent activity on accounts.
- Educated customers on measures to mitigate fraud risks effectively.
- Provided clarity on distinguishing legitimate and questionable account activities.
- Identified suspicious accounts for fraud investigation.
- Guided customers in comprehending statements and maintaining their accounts.
Business Travel Specialist
American Express Global Business Travel
10.2018 - 10.2020
- Supplied professional counsel, innovative answers, and well-informed suggestions.
- Handled customer travel bookings via email, telephone systems, and back-office requests.
- Maintained adherence to regulatory guidelines.
- Exceeded individual and team goals while aligning with business Key Performance Indicators.
- Ensured adherence to internal compliance and regulatory standards across all customer interactions.
- Managed telephony servicing environment, accountable to key performance indicators of customer satisfaction and productivity metrics.
- Used positive telephone service techniques; act on special customer requests and maintain excellent client relations.
- Serviced client travel needs and adhered to daily call schedule.
- Provided mentorship to team members for enhanced professional development.
Luxury Travel Consultant
AAA of Tidewater
Norfolk, VA
01.2014 - 10.2018
- Provided guidance on various travel options.
- Assisted with planning luxury domestic and international travel via air, train, cruise, tour and group travel products (escorted and independent), along with hotel reservations and car rentals
- Guided sales to targeted providers and provided customers with accurate travel product terms and conditions.
- Made reservations, researched requests, quotes fares and schedules, issues travel tickets, and prepared other travel related documents.
- Created computerized passenger records using basic Apollo system and knowledge of accounting formats.
- Processed requests for Luxury travel literature, brochures, Tour Books, maps, international driver’s permits, passport photos, and other travel services.
- Established and maintained members’ travel files, handles refunds, lost tickets and payments.
- Provided information on other AAA products and services.
- Engaged in resolving complaints from members.
- Sold and prepared travel insurance reports.
Education
Business Administration, hospitality management
Everest University
VirginiaSkills
- Understanding of Google and Microsoft suites
- Customer & Results Focused
Accomplishments
- I landed #1 for metrics out of my entire department 5 out of 12 months in 2024.
- I ended the 2024 year with an exceptional rating.
- I assisted my team with increasing their metrics through my exemplary results and achievements
Timeline
Fraud Intake Coordinator
Capital One Financials
09.2022 - Current
Business Travel Specialist
American Express Global Business Travel
10.2018 - 10.2020
Luxury Travel Consultant
AAA of Tidewater
01.2014 - 10.2018
Business Administration, hospitality management
Everest University