Rachel Da Graca
Capital One
Chantilly,VA
8
years of professional experience
Senior Operations & Quality-Focused Professional with 6+ years of experience in financial services, customer operations, call center leadership, and process improvement. Experienced in conducting detailed case reviews, ensuring regulatory compliance, analyzing customer interactions, documenting findings, and identifying opportunities to improve operational performance. Recognized for strong attention to detail, analytical thinking, coaching support, and collaboration with cross-functional teams. Highly proficient in Microsoft Office and Google Workspace, with a proven ability to adapt quickly, maintain accuracy, and deliver exceptional customer-focused results in remote environments.
Work History
Operations Senior Coordinator
1 Year- Review complex customer cases to ensure compliance with internal policies, regulatory requirements, and customer protection standards.
- Analyze customer interactions and account documentation to identify process gaps and recommend appropriate resolutions.
- Conduct detailed research using multiple systems to validate account information and support decision-making.
- Escalate policy or compliance concerns to appropriate business partners while maintaining established service standards.
- Document findings accurately and maintain detailed records in accordance with operational procedures.
- Collaborate with cross-functional teams to improve workflows, reduce errors, and enhance customer experience.
- Monitor operational quality by identifying trends and opportunities for continuous process improvement.
- Handle sensitive customer situations requiring critical thinking, sound judgment, and attention to detail.
- Generate accurate case documentation and support reporting requirements for management.
Team Manager
1 Year- Monitored team performance through regular call quality evaluations and performance reviews.
- Delivered coaching and feedback based on quality monitoring results to improve compliance and customer experience.
- Identified trends in call handling and recommended process improvements to increase quality scores.
- Ensured adherence to company policies, quality standards, and operational procedures.
- Prepared reports and documented coaching sessions, quality findings, and action plans.
- Collaborated with leadership to implement quality initiatives and improve team performance.
- Analyzed performance metrics to identify opportunities for operational excellence.
Subject Matter Expert/Collections Agent, Quantrics
2 Years 10 Months- Served as a primary resource for frontline associates by providing guidance on complex customer inquiries, account concerns, and policy interpretation.
- Assisted agents with escalated cases, payment disputes, and issue resolution while ensuring adherence to established procedures.
- Supported onboarding and training efforts by sharing best practices and process knowledge with new team members.
- Reviewed customer account information and payment history to determine appropriate resolution strategies.
- Maintained accurate documentation and updated account information within CRM systems.
- Collaborated with leadership and cross-functional teams to improve workflow efficiency and customer outcomes.
- Balanced customer needs with business objectives while maintaining a high standard of service quality.
Customer and Tech Support,
2 Years 10 Months- Processed high volumes of requests while maintaining quality and service expectations.
- Escalated unresolved concerns to specialized teams while ensuring continuity and proper follow-through.
- Utilized multiple systems simultaneously to manage customer information and support efficient operations.
- Maintained accurate records and adhered to established procedures and performance standards.
Skills
Call Evaluation
Process Improvement
Attention to Detail
Documentation & Procedure Management
Escalation Management
Performance Monitoring
Microsoft Office Suite
Team Collaboration
Microsoft Office Suite
Team Collaboration
Timeline
Operations Senior Coordinator
Capital One
08.2025 - CurrentRead More
Team Manager
Bell Canada
03.2023 - 03.2024Read More
Subject Matter Expert/Collections Agent, Quantrics
Bell Canada
05.2021 - 03.2024Read More
Customer and Tech Support,
Dish Network
06.2018 - 04.2021Read More