Overview
Work History
Education
Skills
Languages
Timeline
Generic

Naftali Agosto

Bethlehem,PA

Overview

6
6
years of professional experience

Work History

CPR Escalation Management Team

Capital One
04.2022 - Current
  • Coaching and developing associates in a call center to improve and maintain effective metrics.
  • Responsible for supporting CPR intake agents by providing guidance through the CPR Helpline and Slack Channel(s)
  • Coordinates daily workflow of the department and directs work of others. - Support CPR agents with complex questions and Customer Escalations through dedicated escalations phone queue - Provide continuous feedback and coaching opportunities to coaches in regards to agent’s performance. - Monitored agent statuses and call queues to achieve service level goals.
  • Monitored incoming work and adjusted tasks accordingly - Identified fraud trends and escalated to Management - Timely completions of all required training (self management of doing so) - Assisted with Return from Leave Program - transitioning associates back to Production after LTL (Long-Term Leave) - SME for (2) CSAA Training Classes Transitioning Branch Ambassadors/NetProm's into CPR Account Activity Role.
  • PROJECTS
  • Escalation Callback rotation- manage escalation callbacks received through email by assigning to EMTs Lead team meetings when needed- fill in for the absence of a Coach to lead a team meeting, prepare material to discuss, answer agent questions and direct agents to the appropriate channel for their concern. Join team stand ups- present subject matter by request of Coach in team stand up or meeting, answer agent questions.
  • Morale Committee- work in collaboration within a smaller group to create uplifting morale for the whole EMT team. Workbasket Errors- research claims left in workbasket and either resolve or submit, follow up with a coaching email to agent and coach.
  • Complaints Pod Rotation Back up- join Complaints Pod space when needed, complete tier 2 and 3 reviews and respond to BEST, coordinate with CP departments for resolution, assist with training CPR lends. Mentoring- mentor agents to meet AHT goal, help them gain a better understanding of procedures and pinpoint, build confidence and encourage development.
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business

CPR Sr. Coordinator

Capital One, Fraud
02.2021 - 04.2022
  • Exhibit a high degree of professionalism and integrity in all communication.
  • Verify true customers and the activity on their account.
  • Identify fraudsters that are impersonating true customers.
  • Work with associates throughout the organization that refer fraud situations.
  • Thoroughly create fraud cases that are ready for an investigator to work immediately.
  • Answering inbound calls from customers who want to dispute bank account transactions.
  • Updating customers on the status of claims that could not be resolved on the first call or that is being processed .
  • Stay abreast of all changes, developments, and enhancements for all systems, products, and upgrades.
  • Adhere to all regulatory requirements and flags potential regulatory compliance violations or potential risk events.
  • Be a positive team player willing to adapt to change and learn new skill sets as needed.
  • Identifies and provides feedback on trends.

Branch Ambassador

Capital One Bank N.A
10.2017 - 02.2021
  • Trained new associates on cash register operations including opening, conducting customer transactions and balancing drawer.
  • Increase brand awareness through event marketing, demonstrations, sales and brand promotion.
  • Completed high accurate, high- volume money counts via both manuel and machine- driven approaches.
  • Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
  • Promoted products and services to each customer to consistently achieve sales target.
  • Trained and mentored junior banking staff to maximize performance, efficiency and compliance.
  • Networked to increase client base and encourage existing clients to expand financial portfolio.
  • Responsible for handling inbound inquiries qualifying prospective clients for banking products.

Education

High School Diploma -

Academy Of Urban Planning
Brooklyn, NY
06.2007

Skills

  • Skills Passionate about aligning policies to better support associates, customers and department Great communication and interpersonal skills Service-oriented and conflict resolution focused Positive and courteous attitude

Languages

Spanish
Full Professional

Timeline

CPR Escalation Management Team

Capital One
04.2022 - Current

CPR Sr. Coordinator

Capital One, Fraud
02.2021 - 04.2022

Branch Ambassador

Capital One Bank N.A
10.2017 - 02.2021

High School Diploma -

Academy Of Urban Planning

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Naftali Agosto