La Niece Malbrough
Chester,VA
Summary
Dedicated leader with 22 years of customer service. Hardworking, detail-oriented and tenacious in developing and pursuing solutions to customer concerns. Adept at balancing company objectives with customer desires. A champion for the business and our customers.
Overview
2025
2025
years of professional experience
Work History
Customer Advocate- Complaints
Capital One
, VA
10.2019 - Current
- Provided customer support through phone, email and written correspondence
- Recorded detailed notes in customer accounts for future reference and follow-up.
- Developed strong relationships with customers by providing timely responses and solutions.
- Maintained a high level of professionalism while communicating with customers via all channels.
- Identified trends in customer service inquiries
- Analyzed customer feedback data to identify areas of improvement in products or services offered.
- Collaborated with colleagues across multiple departments to resolve customer issues quickly and efficiently.
- Ensured compliance with applicable laws and regulations related to the handling of personal information.
- Actively sought out ways to improve current processes related to customer experience.
- Maintained thorough and detailed documentation of customer interactions and outcomes.
- Consulted with customers to discuss concerns and offer detailed information.
- Used different knowledge banks to research customer problems and develop accurate responses.
- Mentored junior team members and managed employee relationships.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Researched customer inquiries to ensure accurate resolution of their issues.
- Escalated complex customer cases as necessary to appropriate teams and departments.
Mach 1 AQA August 2017 - October 2019
Capital One
Chester, Virginia
- Conducted quality assurance audits of customer service representatives to ensure compliance with company policies and procedures.
- Developed training materials for new hires in the quality assurance department.
- Provided feedback to customer service team on areas needing improvement.
- Monitored customer service calls to ensure adherence to quality standards.
- Collaborated with other departments on strategies for improving customer experience.
- Coached customer service reps on techniques for resolving customer issues quickly and efficiently.
- Evaluated existing processes and developed recommendations for process improvements.
- Performed root cause analysis to identify underlying problems causing poor performance.
- Facilitated weekly meetings with team members to discuss progress towards goals.
- Identified key performance indicators and created tracking mechanisms for monitoring them.
- Designed tests and evaluated results to assess product or system functionality prior to release.
- Tracked errors identified during testing phases and reported findings back to development teams.
- Provided guidance on how best practices can be applied in order to increase efficiency and accuracy.
- Participated in cross-functional teams responsible for implementing changes related to Quality Assurance initiatives.
- Documented test cases based on requirements specifications, user stories, use cases., ensuring comprehensive coverage of all scenarios within a given feature set.
- Investigated escalated customer complaints related to product or service quality issues.
- Explained goals and expectations required of trainees.
- Created and offered specific training programs to help workers maintain or improve job skills.
Education
Leadership Program
Capital One LDP
Chester, VA05-2018
BBA - Business
University of Strayer
Chester, VA05-2012
Skills
- Data entry skills
- Documentation coordination
- Customer services
- Consumer research
- Resolving conflicts
- Educating customers
- Customer research
- Problem solving
- Communication
- Adaptability
- Ability to work autonomous
- Emotional intelligence
- Time management
- Conflict resolution
- Computer skills
- Attention to detail
- Active Listening skills
- Emotional Intelligence
Timeline
Customer Advocate- Complaints
Capital One
10.2019 - Current
Mach 1 AQA August 2017 - October 2019
Capital One
Leadership Program
Capital One LDP
BBA - Business
University of Strayer
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