Natalie Quintana
Orlando
Summary
Adept at multitasking in fast-paced environments to solve customer problems by developing and implementing successful solutions based on business requirements and customer needs. Looking to grow professionally alongside an innovating team.
Overview
7
7
years of professional experience
Work History
Customer Service Coordinator- Fraud and Disputes
Capital One
07.2022 - Current
- Solving fraud concerns in document verification and application fraud team while demonstrating strong attention to detail and effective communication skills with peers, management and customers.
- Help large volume of customers every day with positive attitude and focus on customer satisfaction.
- Exercise good judgment and independent decision-making skills to resolve cases.
- Carry effective time management and organizational skills to challenge my metrics.
- Demonstrate exceptional listening, questioning, call control, and de-escalation techniques to find solutions on how to better assist Spanish customers.
- Partnered with leaders and peers on the Development Pod to facilitate curated development sessions in order to support our associates career growth and personal development.
Financial Service Assistant Leader
Amscot Financial
10.2019 - 06.2022
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
- Provided exceptional service to customers requiring assistance such as account questions.
- Observed strict confidentiality rules to maintain data integrity and protect clients.
- Handled day-to-day accounting processes to drive financial accuracy.
- Organized and reported on financial information to document payment histories and assist with sound financial accounting.
- Typed and submitted correspondence, memos, drafts and emails
Service Desk Team Leader
The Home Depot
01.2017 - 09.2019
- Engaged in customer support interactions via telephone, chat and email platforms.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Education
Associate of Science - Administrative Office Management
Valencia College
Orlando, FL05.2019
Skills
- Detail oriented
- Critical Thinker
- Active Communicator
- Problem-solving
- Proactive learner
- Adaptable
- Bilingual- Spanish
References
Cynthia Sanchez
cynthia.sanchez@capitalone.com
(702)218-3796
Timeline
Customer Service Coordinator- Fraud and Disputes
Capital One
07.2022 - Current
Financial Service Assistant Leader
Amscot Financial
10.2019 - 06.2022
Service Desk Team Leader
The Home Depot
01.2017 - 09.2019
Associate of Science - Administrative Office Management
Valencia College
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