Laura Robles
North Las Vegas,Nevada
Summary
Experienced leader with a proven track record in building strong teams and improving business operations. Known for motivating employees, developing talent, driving productivity, and achieving company goals. Skilled in strategic planning, managing change, and ensuring projects align with business objectives.
Overview
14
14
years of professional experience
Work History
Unit Manager
Capital One
10.2019 - Current
- Evaluate employee performance regularly for professional growth opportunities, accountability measures, and feedback-driven improvement strategies.
- Ensured compliance with regulations and standards through regular audits, staff education, and policy updates.
- Streamline communication channels for improved collaboration among cross-functional teams.
- Cultivate a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Collaborate with cross-functional teams to develop and implement best practices for process improvement initiatives.
Front Line Manager
Capital One
10.2018 - 10.2019
- Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Provided training support for new hires, sharing knowledge about best practices in collection strategies.
Call Center Floor Supervisor
Capital One
01.2017 - 10.2018
- Enhanced customer satisfaction by effectively managing floor operations and addressing concerns promptly.
- Collaborated with management team for strategic planning purposes, offering valuable insights based on firsthand experience at the floor level.
- Optimized employee performance by conducting regular evaluations and providing constructive feedback.
- Delivered continuous process improvements that streamlined workflows leading to more efficient day-to-day operations.
Senior Risk Coordinator
Capital One
10.2015 - 01.2017
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Maintained high levels of customer satisfaction through clear communication, empathetic listening, and diligent problem-solving efforts.
Bilingual Risk Representative
Capital One
10.2014 - 10.2015
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided exceptional customer service by empathizing with clients financial situations while working towards mutually beneficial solutions.
Sales Associate
Metro by T-Mobile
12.2010 - 03.2014
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
Education
Bachelor of Science in Business Administration -
Nevada State University
Henderson, Nevada05.2016
Associates Degree in Business and General Studies -
College of Southern Nevada
Las Vegas, Nevada12.2013
Skills
- Teamwork and Collaboration
- Training and Development
- Relationship Building
- Decision Making
- Adaptability
- Problem Solving
- Google Workspace
- Microsoft Office
Timeline
Unit Manager
Capital One
10.2019 - Current
Front Line Manager
Capital One
10.2018 - 10.2019
Call Center Floor Supervisor
Capital One
01.2017 - 10.2018
Senior Risk Coordinator
Capital One
10.2015 - 01.2017
Bilingual Risk Representative
Capital One
10.2014 - 10.2015
Sales Associate
Metro by T-Mobile
12.2010 - 03.2014
Bachelor of Science in Business Administration -
Nevada State University
Associates Degree in Business and General Studies -
College of Southern Nevada