Michelle Capetillo
Kalamazoo,MI
Summary
Personable and dedicated Customer Service Escalation Specialist with extensive experience in the banking industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
24
24
years of professional experience
Work History
Escalation Specialist
Flagstar Bank
Jackson, MI
2018.10 - Current
- Provided technical support to customers with escalated issues.
- Researched, analyzed, and resolved complex customer inquiries.
- Investigated customer complaints and identified root cause of the issue.
- Developed solutions to improve customer service experience.
- Documented detailed reports of all escalations and resolutions.
- Monitored ongoing escalations for resolution progress.
- Assisted in training new escalation specialists on procedures and processes.
- Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
- Interfaced with internal departments to ensure timely resolution of escalated cases.
- Maintained a high level of quality assurance throughout the escalation process.
- Worked closely with other teams to identify trends in escalated cases.
- Performed research on customer inquiries prior to escalating them for further review.
- Reviewed customer feedback surveys and provided recommendations for improvement.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Mentored junior team members and managed employee relationships.
Sales Representative
AT&T
Miami , FL
2010.07 - 2016.08
- Assisted customers with product selection, sizing and styling.
- Provided accurate information about products, prices and services.
- Processed transactions using a point-of-sale system.
- Maintained up-to-date knowledge of store merchandise and policies.
- Built relationships with customers to encourage repeat business.
- Demonstrated product features and benefits for customers' needs.
- Handled customer complaints in a professional manner.
- Upsold additional items based on customer interests and needs.
- Attended weekly team meetings to review performance goals and objectives.
- Helped customers find specific products, answered questions and offered product advice.
- Engaged customers in friendly, professional dialogue to determine needs.
- Worked with fellow sales team members to achieve group targets.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Assisted teammates with sales-processing tasks to meet daily sales goals.
- Adhered to company initiatives and achieved established goals.
Collections Agent
National City Bank
Kalamazoo, MI
2000.06 - 2010.06
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Conducted skip-tracing activities to locate delinquent customers.
- Provided guidance on legal matters concerning collection procedures.
- Investigated customer disputes and complaints regarding billing errors and incorrect charges.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Maintained accurate records of all customer contact attempts and account updates in the database system.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Drafted correspondence to customers regarding overdue accounts and payment arrangements.
- Monitored customer accounts for changes in financial status or contact information.
- Utilized skip tracing techniques including phone calls, internet searches and databases.
- Updated account status records and collection efforts.
- Identified past due accounts and contacted account holders to arrange payment.
- Followed fair debt practices and regulatory guidelines when managing collections process.
- Contacted customers and explained debt management to encourage timely debt payments.
- Recovered lost revenue by persistently reaching out to customers with past due accounts.
- Upheld privacy and security requirements for customer information.
- Maintained accurate records and reported on collection activity and accounts receivable status.
Education
High School Diploma -
Portage Community High School
Portage, MI1997-06
Skills
- De-Escalation Techniques
- Complaint Handling
- Spreadsheet tracking
- Collections Management
- Goal Setting and Achievement
- Customer Service
- Continuous Improvement
- Decision-Making
- Excellent Communication
- Calm and Professional Under Pressure
- Reliability
- Problem-Solving
- Problem-solving abilities
- Issue and Complaint Resolution
- Professionalism
- Time management abilities
- Adaptability and Flexibility
- Active Listening
- Product Knowledge
Timeline
Escalation Specialist
Flagstar Bank
2018.10 - Current
Sales Representative
AT&T
2010.07 - 2016.08
Collections Agent
National City Bank
2000.06 - 2010.06
High School Diploma -
Portage Community High School