Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Nathaniel Davis

Josephine,TX

Summary

A seasoned professional with a proven track record at Capital One Bank N.A, adept in escalation handling and delivering exceptional call center customer service. Excelled in complaint resolution and collaboration across departments, significantly enhancing customer satisfaction. Skilled in document review and training, demonstrating leadership and a commitment to quality service.

Overview

24
24
years of professional experience

Work History

Principal Advocacy Coordinator

Capital One Bank N.A
Plano, TX
03.2019 - Current
  • Handled escalations for retail and national small business accounts.
  • Addressed escalated cases related to wire transfers.
  • Addressed and resolved Tier 2 complaints efficiently.
  • Managed casework for Bizdocs.
  • Resolve complex customer issues requiring extensive research.
  • Collaborated with various departments to meet customer requirements.
  • Adapted to fast-paced environment while maintaining high-quality service experience.
  • Assisted in training new hires.
  • Ensured compliance through strict adherence to policies and procedures.
  • Utilized G Suite for efficient collaboration.

Sr. Advocacy Coordinator

Capital One Bank N.A
Plano, TX
06.2017 - 03.2019
  • Delivered outstanding support to small business clients quickly and professionally.
  • Contributed to new hire training sessions.

Teller

Capital One Bank N.A
Plano, TX
11.2016 - 06.2017
  • Answered customer inquiries regarding bank products and services.
  • Maintained accurate records of all transactions and customer interactions.
  • Provided exceptional customer service while accurately processing routine transactions.

Center Manager

Advance America
Dallas, TX
09.2013 - 06.2017
  • Established customer service standards for the center and monitored performance of staff against those standards.
  • Monitored employee attendance records and addressed any issues accordingly.
  • Trained new employees on company policies, procedures, and job responsibilities.

Casino Pit Manager

Eldorado Casino
Shreveport, LA
12.2000 - 03.2010
  • Managed staffing needs by scheduling adequate coverage during peak periods while controlling labor costs.
  • Coordinated with Surveillance Department to track suspicious activity in the casino.
  • Ensured proper maintenance of equipment used in gaming operations, including tables, chips, cards.
  • Maintained up-to-date knowledge of all regulatory requirements related to gaming operations.
  • Resolved disputes between players or between players and employees efficiently and fairly.
  • Investigated any discrepancies reported by customers or employees concerning table games.
  • Created an atmosphere conducive to high levels of customer satisfaction through excellent service standards.
  • Supervised and trained all casino staff including dealers, supervisors, cashiers and floor personnel.
  • Monitored gaming operations to ensure compliance with established internal controls, policies and procedures.
  • Distributed complimentary hotel rooms, meals and discounts to players based on betting totals.
  • Monitored card counting and suspicious behavior to proactively mitigate cheating.
  • Managed table games personnel by handling scheduling, task delegation and employee relations.

Education

Bachelor of Science - Business Management

Louisiana Tech University
Ruston, LA
05-1991

Skills

  • Document review
  • Call center customer service
  • Escalation handling
  • Call routing
  • Escalation management
  • Complaint resolution

Accomplishments

  • Roar recipient for quarters 2 and 3 top 5%

Timeline

Principal Advocacy Coordinator

Capital One Bank N.A
03.2019 - Current

Sr. Advocacy Coordinator

Capital One Bank N.A
06.2017 - 03.2019

Teller

Capital One Bank N.A
11.2016 - 06.2017

Center Manager

Advance America
09.2013 - 06.2017

Casino Pit Manager

Eldorado Casino
12.2000 - 03.2010

Bachelor of Science - Business Management

Louisiana Tech University

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Nathaniel Davis