Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
23
23
years of professional experience
Work History
Sr. Customer Service Coordinator
Capital One Bank N.A
08.2019 - 05.2024
Providing a differentiated, high-end service to Card's most profitable customers
Performance-driven and motivated Financial Services Associate with a proven track record of extraordinary achievements in providing professional financial Services
Document procedures in accordance with established policies
Planning and executing department projects that supports the health of the organization, customer management, and test new ideas
Ability to prioritize workload and pivot quickly to meet customer demand
Ability to problem solve individual issues, guide co-workers in problem solving and solutions when needed, and identify trends in customer needs
Superior ability to communicate (written and verbal) and engage with all levels internally and externally
Adhere strictly to compliance and operational risk controls in accordance with Capital One and regulatory standards, policies and practices; report control weaknesses, compliance breaches and operational loss events
Provide technical assistance and resources on a regular basis
Conduct, review, and evaluate findings using AML/KYC/CIP knowledge
Assisting customers with payments, online banking, disputing charges, lost stolen reports, fraud, understanding statements
Self management
Accomplished multiple tasks within established timeframes.
Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
Cross-trained existing employees to maximize team agility and performance.
Responded proactively and positively to rapid change.
Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
Coached employees on best practices, providing constructive feedback to support their professional growth.
Elevated participant engagement by developing interactive training modules.
Promoted culture of continuous improvement by initiating regular training feedback loops.
Customer Service Coordinator
Capital One Bank N.A
12.2014 - 08.2019
Passionate customer service advocate
Strong time management and multitasking skills
Assisting customers with payments, online banking, disputing charges, lost stolen reports, fraud, understanding statements
Troubleshoot basic computer issues
Self-motivated and operates autonomously in a quiet, remote work environment
Work through changes to achieve the desired result
Being able to make strong and effective decisions
Paying close attention to detail to assist customers in a timely manner
Assisting management with planning team outings, volunteer events, follow-ups, Surprise and Delight.
Responded to customer needs through competent customer service and prompt problem-solving.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
Kept accurate records to document customer service actions and discussions.
Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Took ownership of customer issues and followed problems through to resolution.
Engaged with subject matter experts to ensure training content accuracy and relevance.
Provided coaching and mentoring to employees.
Program Support Technician
Department of Motor Vehicles (DMV)
06.2013 - 11.2014
Evaluating a variety of forms and correspondence to determine nature of requests regarding the EZFleet, E-Lien and NMVITIS Programs
Explaining agency policies and procedures to customer's, performing research using the Customer Service System (CSS), Motor Vehicle Code and microfilm records; accessing and updating automated systems; reconciling settlements; preparing and verifying deposits and processing secured items (e.g., titles and certificates)
Rotate to perform all services provided in the assigned work unit
Responsible for assisting customers on the EZ Fleet, E lien, and the National Motor Vehicle Title Information System (NMVTIS) help desk line
Processing MOU's
Develop and maintain relationships with vendors and suppliers
Research and evaluate potential vendors and suppliers
Resolve vendor and supplier issues
Develop and implement procurement policies and procedures
Negotiate contracts and pricing with vendors and suppliers
Customer Service Generalist
Department of Motor Vehicles (DMV)
03.2005 - 06.2013
Explain and apply complex written material such as laws, rules, policies and procedures
Utilize working knowledge of office operations and procedures and of computer concepts
Analyze records files and other documents to reach logical and legal conclusions
Perform arithmetical computations; balance and reconcile cash drawer
Communicate to customers in an effective, tactful and courteous manner
Verify employee's deposits and mandatory money drops
Daily bank deposits
Ability to work in a fast-paced environment
Dealing with a high volume number of customers on the day to day basis