LESHAYNE VIALET

Supported HR functions with emphasis on record keeping, data entry, and general HR tasks. Topics range from payroll, time tracking, performance management, compensation, benefits, associate relations, and general navigation assistance. Handled employee inquiries and complaints regarding policy and benefits issues with associates through phone, email, and chat channels. Liaised between multiple business divisions to improve communications. Compiled and monitored data for employee records and personnel documents to support accurate record-keeping.

• Named POC for coordinating Covid Badging process when Capital One employees transitioned back to working in buildings. This involved thousands of people across all Capital One properties. (September 2022)
• Handled over 100 exit interviews to examine retention opportunities with 100% Quality Assurance every month to current
• Created spreadsheets for easier associate tracking Computer-Based Trainings (CBTs) and Knowledge updates for departments within each HR Team in October 2022-Current
• Ranked top 5% within Tier 1 HR department for explained employee compensation, benefits, schedules, working conditions, and promotion opportunities on monthly Customer Satisfaction Quality Assurance from (December 2022-May 2023 and August-October 2023)

Served as case coordinator, assuming responsibility for highest complex, high-volume assignments and guiding endeavors to successful completion. Informally mentored new case managers and service coordinators, answering questions, offering opportunities to shadow and observe, and explaining basic information about company procedures in Customer Resiliency Relationship Recovery

• Selected and completed 6-month internship as Tier 2 Floor Supervisor in 2021
• Completed 2021 Magellan Program, a career management & leadership development program sponsored by the Voices BRG
• Won Pass the Baton Award in July of 2021 for excellence in supporting agents by living Capital
• One’s values
• Recognized by Customer Resiliency leadership for creating program to provide random acts of kindness in 2020
• Created Buddy Program in 2020 for department to improve new-hire interactions as associates transition into CR3 role
• Received Team Spirit award in 2019 for demonstrating strong team-building
• Selected to Host 2019 Town Hall for Customer Resiliency
• Received Q3 ROAR award for superior performance in 2019
• Collaborated with leadership in 2018 to develop new department within Capital One (Customer Resiliency Relationship Recovery) to resolve difficult complaints on credit card side
• Recognized by multiple valued customers requesting to provide compliment calls for excellent customer service

Work directly with customers to de-escalate complex issues that front-line agents escalated. Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.

• Collaborated with leadership to design tools, games, and activities to help new hires develop their skills for this role (2018)
• Selected to be Team Morale Lead to build techniques to promote positive work environment. (2017-2018)

Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions. Managed collections accounts for customers through outbound calling. Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims. Maximized customer satisfaction by resolving customer concerns. Educated customers on use of Capital One’s credit cards.

• Helped create slide show for First Agent-led GEMBA session with company leaders to outline pain points for agents in dealing with customer-related processes
• Attained department goal every month for customer experience and business performance
• Received 2016 Mission Contribution Award for high standards of excellence in making key contributions to Company’s mission
• Received Everyday Hero Award 2015 within first 90 days - highest accolade at Capital One.

Offered guidance and advice to help cultivate self-esteem and community involvement. Communicated closely with other counselors to devise programs and activities based on developmental and academic levels. Offered guidance and advice to help cultivate self-esteem and community involvement.

• Coached residents on how to obtain employment. Assisted 6 residents in attaining employment
• Provided transportation, accompanied, and directly supervised residents on outings, activities, and appointments in community
• Guided residents in personal hygiene techniques, proper housekeeping and laundry procedures
• Administered First-Aid and medication as appropriate
• Facilitated resident community meetings
• Established and maintained therapeutic relationships with 15 residents.
• Used cognitive behavior therapy to assist clients in recognizing and redirecting poor habits
• Displayed sensitivity to cultural and linguistic needs of clients and families served