NAGELY DELGADO
Capital One
Dorchester,MA
2
Languages
6
years of professional experience
Customer-focused bilingual banking professional with experience in retail banking, financial services, and customer relationship management. Skilled in educating clients on financial products, resolving complex account concerns, providing personalized solutions, and delivering exceptional service while maintaining compliance with banking regulations. Experienced in telephone and in-person customer support, with a strong ability to build trusted relationships, identify client needs, and create positive experiences through effective communication and problem-solving. Recognized for improving operational processes, collaborating with teams, and supporting initiatives that enhance customer satisfaction and business success. Passionate about helping clients achieve their financial goals while contributing to grow and contribute within a results-driven organization.
Work History
Banker
1 Year 10 Months- Deliver exceptional customer experiences by serving as the first point of contact for clients, identifying financial needs and providing personalized banking solutions.
- Educate customers on Capital One's banking products, digital tools, credit cards, checking and savings accounts, and self-service technology.
- Assist customers with account servicing, including debit card replacements, online banking support, account opening guidance, profile updates, and general account inquiries.
- Build long-term client relationships through active listening, problem solving, and personalized recommendations.
- Partner with Café leadership and cross-functional teams to improve daily operations and maintain an engaging customer environment.
- Support cafe initiatives by increasing customer engagement, promoting financial education events, and introducing digital banking resources.
- Maintain operational excellence while balancing hospitality, compliance, and banking regulations.
- Create and maintain internal operational trackers, including Facilities Work Orders, Lost & Found logs, Orders Tracker, and team organization resources that improve workflow efficiency.
- Assist with event planning, community engagement activities, and financial literacy initiatives within the Café.
- Support teammates by sharing best practices and fostering a collaborative work environment.
Customer Service Representative
1 Year 6 Months- Managed a high volume of inbound banking calls while consistently meeting quality assurance and service level expectations.
- Resolved complex customer concerns related to accounts, debit and credit cards, online banking, fraud inquiries, transactions, and banking services.
- Educated customers on financial products, banking procedures, and account features while ensuring compliance with banking regulations.
- Navigated multiple banking systems simultaneously to research accounts, process service requests, and document customer interactions accurately.
- De-escalated challenging situations through empathy, active listening, and effective problem-solving.
- Protected confidential customer information while following banking security protocols and compliance standards.
- Consistently delivered professional, accurate, and customer-focused service in a fast-paced contact center environment.
Customer Liaison
1 Year 4 Months- Served as the primary liaison between clients, designers, installers, and internal departments throughout the project lifecycle.
- Coordinated appointments, project timelines, installations, and customer communications to ensure projects remained on schedule.
- Processed customer payments, invoices, contracts, and project documentation with a high degree of accuracy.
- Maintained customer records and managed project files while ensuring documentation remained current and organized.
- Resolved customer concerns proactively to maintain high levels of client satisfaction.
- Worked closely with internal teams to ensure seamless communication and exceptional customer experiences.
Passenger Assistance Representative (Passengers with Disabilities)
9 Months- Provided compassionate, personalized assistance to passengers with disabilities, ensuring a safe, comfortable, and seamless travel experience throughout the airport.
- Assisted passengers with mobility, wheelchair services, boarding, deplaning, baggage, and navigation while maintaining dignity, respect, and independence.
- Collaborated with airline personnel, airport staff, and security teams to coordinate timely accommodations and ensure compliance with safety and accessibility standards.
- Delivered exceptional customer service by anticipating passenger needs, resolving concerns professionally, and adapting quickly to changing situations in a fast-paced airport environment.
- Maintained professionalism, empathy, and patience while supporting individuals with diverse physical, cognitive, and medical needs.
- Followed all company policies, safety procedures, and ADA accessibility guidelines to provide high-quality service.
Customer Service Representative
7 Months- Delivered exceptional customer support through high-volume inbound and outbound calls, resolving inquiries efficiently while providing a positive customer experience.
- Assisted customers with account questions, billing concerns, service requests, and product information while maintaining accuracy and professionalism.
- Built strong customer relationships by actively listening, identifying individual needs, and providing personalized solutions.
Education
High School
- Graduated with Distinction (GWA 3.1)
- Leadership Award
Skills
Leadership
Relationship Building
Community Engagement
Customer Experience
Sales & Referrals
Problem Solving
Project Management
Bilingual Communication
Team Collaboration
Active Listening
Effective Communication
Organization
Process Improvement
Adaptability
Microsoft Office Suite
Cross-Functional Collaboration
De-escalation
EDUCATION & AWARDS
Leadership Award
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Banker
Capital One
12.2024 - CurrentRead More
Customer Service Representative
Oriental Bank
01.2023 - 07.2024Read More
Customer Liaison
California Closets
04.2021 - 08.2022Read More
Passenger Assistance Representative (Passengers with Disabilities)
GMD - Airport
04.2021 - 01.2022Read More
Customer Service Representative
Tele-Contacto
08.2020 - 03.2021Read More
Naffian College
High School
Read More