MARIKA D'ALESIO
Middletown,DE
Summary
Dedicated banking professional with more than 7 years of experience in the banking industry, and over 12 years of customer service experience. Possessing excellent communication, interpersonal and presentation abilities. Ability build good rapport with customers & coworkers through positive engagement. Highly committed to providing outstanding call service. Ability & willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Net Promoter, Senior Coordinator
Capital One
09.2019 - Current
- The highest level of customer support via inbound call servicing, thinking "outside the box" to provide a solution to the customers problem or to provide correct expectations per company policies and procedures.
- Handling complex and common service requests while capturing complaints.
- Demonstrate ability to troubleshoot with customers that experience digital issues & conduct research in different programs to solve tech issue
- Ability to consult and coordinate with other lines of business and back office teams to resolve customer concerns while ensuring regulatory compliance to policies and procedures are met
- Support business initiatives and elevate customer experiences.
- Providing customer + associate feedback to better client/ customer service experience.
Acquirer, Coordinator
Capital One
09.2018 - 09.2019
- Communicated with customer to reduce financial anxiety by helping the customer determine financial needs.
- Stayed up to date on product changes and features to help guide customers on their financial journey.
- Consistently maintaining Key Performance Indicators (KPI) through applied feedback from coaching.
- Achieved "cross training" through Retail Banking six months into my employment for meeting performance metrics.
- Awarded "Come & Go Schedule" & "Heroes Among Us" through consistent success on metrics.
- Promoted to an Escalations Manager within nine months of employment
Collections & Recovery Specialist III
Bank Of America
09.2016 - 09.2018
- Received training on inbound and outbound calling for Consumer Credit
- Served as book lead of $7.5millon, 1,500 account collections book, managed daily calling strategy, and maintained daily reporting
- Updated, motivated, coached, assisted, taught and provided feedback to teammates
- Serviced and collected on the customer's entire bank relationship: consumer and business overdraft accounts, consumer and business credit cards, auto loans and specialty loans, 1st and 2nd mortgages
- Provided workout solutions/programs that address the full customer relationship and level of delinquency, that reduced bank risk and mitigated losses
- Strong negotiation skills
- Conducted side by sides with new hires and shared best practices
Collections Specialist
Sallie Mae Corporation
01.2016 - 09.2016
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Researched accounts and completed due diligence to resolve collection problems.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
- Maintained high volume of calls and met demands of busy and productive group.
Restaurant Front of House Manager
Soffritto Italian Grill
01.2011 - 10.2015
- Increased employee productivity through effective scheduling, training, and performance evaluations for all front of house staff.
- Collaborated with back of house management to ensure seamless communication between kitchen and service staff for optimal dining experiences.
- Developed strong relationships with vendors, securing competitive pricing on products and services for the restaurant.
- Managed financial aspects such as budgeting, payroll processing, and cash handling procedures to ensure accurate accounting practices.
- Conducted regular evaluations of staff performance, providing constructive feedback and opportunities for growth within the organization.
Education
Licensed Esthetician - Master Aesthetician
Schilling Douglas
211 Louviers Dr, Newark, DE 1971102.2022
High School Diploma -
Padua Academy
905 N Broom St, Wilmington, DE 1980605.2013
Skills
- Product and Service Knowledge
- Interpersonal Skills
- Adaptability
- Team Collaboration
- Time Management
- Decision Making
- Creative Problem-Solving
- Conflict Resolution
- Goal Setting
- Product Knowledge
- Active Listening
- Performance Monitoring
Skills Knowledge Networks
- Computer: Microsoft Word, Excel, PowerPoint, Access, Outlook, SharePoint, Microsoft Office
- Capital One Systems: Ease, Trips, Touchpoint, Citrix, DMS Workbench, ImageSoft, Acquire, El Navigator, Extra, Profile, Partnercare, BillGo, RAViewer, P2P.
Timeline
Net Promoter, Senior Coordinator
Capital One
09.2019 - Current
Acquirer, Coordinator
Capital One
09.2018 - 09.2019
Collections & Recovery Specialist III
Bank Of America
09.2016 - 09.2018
Collections Specialist
Sallie Mae Corporation
01.2016 - 09.2016
Restaurant Front of House Manager
Soffritto Italian Grill
01.2011 - 10.2015
Licensed Esthetician - Master Aesthetician
Schilling Douglas
High School Diploma -
Padua Academy
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