Hi, I’m
Markus Barkins
Richmond,Virginia
Summary
Dedicated and creative employee with over 11 years of extraordinary customer service, conflict resolution and time management abilities. Devoted to ensuring each case is thoroughly investigated and done with exceptional customer focus from start to finish.
Overview
5
years of professional experience
Work History
Capital OneRichmond, VA
CCRT Lend
05.2022 - Current
Job overview
- Complete case ownership ensuring complaint is thoroughly investigated from start to finish and delivered outcomes directly to customers.
- Remedied highly complex complaints by reviewing agent calls and any documentation for possible errors, sited agent errors when necessary.
- Evaluated case law to determine customer settlement eligibility.
- Operate TYSY for necessary account corrections.
- Processed Goodwill Credit Bureau and unrestrictive request.
- Empath Trailblazer
Capital OneRichmond, Virginia
Sr. Case Management Specialist
11.2019 - 11.2022
Job overview
- Achieved Roar Award
- Supported CCRT in outbound-dialing onboarding.
- Worked with Customers to resolve account issues, to improve operations within the CR3 structure while provide exceptional customer service.
- Assist with handling escalated chat and remediation case types.
- Review customer surveys and loss mitigation cases to ensure best action to take for customer.
- Pulled and Distributed team workflow report.
- Completed Goodwill Credit Bereau request process with customer.
Capital OneRichmond, Virginia
Risk Coordinator
11.2018 - 10.2019
Job overview
- Consistent Top 10 performer in Business Performance and CE Metrics.
- Managed quality assurance program including on site evaluations, internal audits and customer surveys.
- Supported New associates in Nesting to answer questions and help navigate system.
Education
John Tyler Community CollegeChester, VA
Some College (No Degree)
Skills
- Training and development
- Excellent written and communication skills
- Precise attention to detail
- Conflict Resolution
- Team building
- Project Management
Timeline
CCRT Lend
Capital One
05.2022 - Current
Sr. Case Management Specialist
Capital One
11.2019 - 11.2022
Risk Coordinator
Capital One
11.2018 - 10.2019
John Tyler Community College
Some College (No Degree)