Shaquilla Crider

-Handling Tier 2 escalated general servicing

-Completing research

-Acknowledging and logging customers complaints

-Conducting payment investigations and resolutions

-Case review and analysis

-Paying attention to detail

-Assisting customers with opening new accounts

-Helping my peers when needed

-Interacting with different departments and partners across Capital One network

-Practiced great time management/ Meeting AHT goal monthly

-Adhering to policy compliance

-Collaborates with others to manage risk

- Handling privacy events

-Evaluated customer information to explore issues, develop potential solutions maintain high-quality service

-Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customers

-Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member

-Adhered to company policies and scripts to consistently achieve call time and quality standards

• Supervised daily operations to ensure exceptional customer service and satisfaction.
• Trained and mentored team members on best practices and company policies.
• Implemented process improvements to enhance efficiency in customer interactions.
• Resolved complex customer inquiries and escalated issues effectively.
• Monitored staff performance, providing feedback to drive development and accountability.
• Cross-trained
• Upheld strict financial controls by keeping funds secure and accurately transferring monies
• Educated customers about billing, payment processing and support policies and procedures