Summary
Overview
Work History
Education
Skills
References
Timeline
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Sandra Altenburg

Glen Burnie,Maryland

Summary


Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

21
21
years of professional experience

Work History

Net Promoter/Escalations Manager

Capital One Bank N.A
03.2023 - 10.2024
  • Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
  • Streamlined escalation processes for quicker issue resolution and improved customer experience.
  • Championed the implementation of best practices in handling difficult cases across all support teams within the organization.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly.
  • Established a comprehensive knowledge base for reference during the escalation process, resulting in increased efficiency and accuracy in case resolutions.
  • Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.

Business Loans Specialist

Capital One Bank N.A
04.2020 - 12.2020
  • Enhanced customer satisfaction levels with clear communication and timely follow-ups on loan applications.
  • Provided tailored loan solutions that best fit clients'' needs, leading to higher client retention rates.
  • Improved loan application processing by streamlining documentation and verification procedures.
  • Effectively managed time and resources to maintain a high level of productivity while ensuring attention to detail in every aspect of the loan process.
  • Developed strong relationships with customers through high levels of customer service.
  • Assisted customers in understanding loan terms and conditions to make informed decisions.
  • Maintained strict confidentiality of bank records and client information.
  • Evaluated loan requests and documents to verify accuracy and completeness.

Branch Operations Support Associate

Capital One Bank N.A
05.2013 - 12.2013
  • To assist branch banker with customer issues, legal documents, new account set up and banking systems.
  • Maintained accurate records and documentation, ensuring compliance with company policies and regulatory guidelines.
  • Managed daily workflow for optimal efficiency, ensuring tasks were completed accurately and on time.
  • Performed ad hoc administrative duties as required, increasing overall departmental efficiency.

Customer Service Associate

Capital One Bank N.A
09.2009 - 03.2023
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
  • Managed high call volume with exceptional time management skills, minimizing wait times for customers.
  • Handled billing and payment issues by following guidelines and resolving disputes.
  • Trained new associates in company policies and procedures, fostering a supportive work environment.
  • Maintained detailed record of customer interactions, ensuring accountability and follow-up.
  • Assisted customers in navigating company's products and services, enhancing their overall experience.
  • Educated customers about billing, payment processing and support policies and procedures.

Business Operations Associate

Aerotek, Inc.
02.2004 - 05.2009
  • Improved cash flow by promptly resolving billing discrepancies and disputes with clients.
  • Developed strong rapport with customers, fostering goodwill that facilitated more effective collections efforts.
  • Increased payment efficiency by implementing a streamlined invoicing system.
  • Supported internal audit processes, providing documentation and clarification as needed for timely completion of audits.
  • Negotiated payment plans with delinquent accounts to reduce outstanding balances.
  • Conducted detailed audits of accounts to identify and rectify discrepancies, improving financial integrity.
  • Liaised with clients to provide status updates on accounts and projects.
  • Responsible for gathering the necessary data to assist Management with account specific decisions
  • Financial Reporting and Database Management
  • Handle client inquiries and solve billing problems
  • Accounts Receivables-Research and apply payments received from client
  • Prepared requisitions for overpayment refund checks
  • Reduced overdue accounts by consistently monitoring and following up on outstanding invoices.

Education

High School - Business

Glen Burnie High School
Glen Burnie, Maryland

Skills

  • Effective Communication
  • Relationship building and management
  • Customer Engagement
  • Strong networking
  • Cross-Functional Skills
  • Building key relationships
  • Teamwork and Collaboration
  • Problem-Solving
  • Critical Thinking

References

Cindy Powell, 804 Scott Circle, Glen Burnie, MD, 21060, 410-760-2366

Licia Cummings, 361 Gatewater Court, Glen Burnie MD 21060, 443-572-1713

Leonard Hersl, 6862 Ebenezer Road, Middle River MD 21220, 410-409-8904



Timeline

Net Promoter/Escalations Manager

Capital One Bank N.A
03.2023 - 10.2024

Business Loans Specialist

Capital One Bank N.A
04.2020 - 12.2020

Branch Operations Support Associate

Capital One Bank N.A
05.2013 - 12.2013

Customer Service Associate

Capital One Bank N.A
09.2009 - 03.2023

Business Operations Associate

Aerotek, Inc.
02.2004 - 05.2009

High School - Business

Glen Burnie High School

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Sandra Altenburg