Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Application Experience
Timeline
Generic

Natasha Myrick

Petersburg,VA

Summary

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
  • Scanning documents to microfilm
  • Issuing Driver License, Identification cards, Titles, Registration cards/plates
  • Motor Carrier/IRP transactions
  • Administering road and motorcycle skills test
  • Fingerprinting for Hazmat and State employees who need state police background checks.
  • Organized and prepared workstations and materials needed for operations to maximize productivity.

Front Desk Clerk

Armada Inn
02.2001 - 07.2006
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Monitored front desk telephone lines attentively for prompt response to incoming calls while multitasking effectively during busy periods.
  • Processed payments accurately while maintaining accountability for cash drawer balances at the beginning and end of shifts.
  • Collaborated with housekeeping staff to ensure room availability and cleanliness for incoming guests.
  • Stayed knowledgeable about hotel services, local attractions, and events to provide accurate information to guests upon request.
  • Assisted colleagues as needed for seamless operations across departments in the hotel setting.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Trained new staff members in customer service techniques and hotel operations.

Education

High School Diploma -

Prince George High School
Prince George, VA
06.1999

Pre-Nursing - Allied Nursing

Richard Bland College
Petersburg, VA
05.2018

Skills

  • Decision-making capabilities
  • G Suite
  • Call center experience
  • Complaint Handling
  • Client Retention Strategies
  • Escalation management
  • Documentation Review
  • Staff Training
  • Payment Processing
  • De-Escalation Techniques
  • Teamwork and Collaboration
  • Calm and Professional Under Pressure
  • Understanding Customer Needs
  • Problem Resolution
  • Relationship Building
  • Microsoft Office
  • Data Entry
  • Work Prioritization
  • Money handling abilities
  • Professional telephone demeanor
  • Policies and Procedures Adherence
  • Document and Records Management
  • Order Processing
  • Call Center Operations
  • Employee Coaching
  • Report Preparation
  • Account updating
  • Product Recommendations
  • Following scripts
  • Account Updates
  • Remote Office Availability
  • Conflict Mediation
  • Brand representation
  • POS Systems and Ordering Platforms
  • New Employee Training
  • Strategic thinker
  • Exceptional communicator
  • Virtual Training
  • Staff development plans
  • Team Leadership
  • Complex Problem-Solving
  • Strategic Planning
  • Customer Relationship Management (CRM)
  • Schedule Preparation
  • Financial Management
  • Flexible and Adaptable
  • Active Listening

Accomplishments

  • Six time Roar awards recipient within Capital One for being in the top 5% of associates in meeting and exceeding quality and production stands.
  • Two time recipient of Customer Hero Award within Capital One
  • Three time recipient for Volunteer of the year while volunteering for many years with Prince George County Fire and EMS as an EMT-B
  • Volunteering my home and time to at risk teenage girls through Kids Peace Organization .


Application Experience

  • Power Term
  • Microsoft Office
  • Google Suite
  • VMWARE
  • Zoom
  • Avaya
  • VPN
  • Slack
  • Empath
  • Iris

Timeline

Sr. Customer Service Coordinator

Capital One Bank N.A
08.2019 - 05.2024

Customer Service Coordinator

Capital One Bank N.A
12.2014 - 08.2019

Program Support Technician

Department of Motor Vehicles (DMV)
06.2013 - 11.2014

Customer Service Generalist

Department of Motor Vehicles (DMV)
03.2005 - 06.2013

Front Desk Clerk

Armada Inn
02.2001 - 07.2006

High School Diploma -

Prince George High School

Pre-Nursing - Allied Nursing

Richard Bland College
Natasha Myrick