Sharme Sciarra

Customer facing role/General Servicing Agent

• Daily tasks and duties included: Assisting -100 or more on average daily- customers with personal information updates, troubleshooting, mobile banking, and login issues
• Filing on average 50 or more, Lost or stolen card reports, and filing other card replacement forms, as well as managing user/card controls
• Providing more in depth information on company policies.
• Utilizing Chat features on most calls, consistently to help problem solving that goes beyond capabilities
• Using "go above and beyond" approach on every call, while staying within realms of Capital One policies, and federal regulations.
• Active listening, also Probing and verbatim: leading to best results, for any issue needing resolved.
• Assisted customers with calls to any third party companies, in order to expediently resolve issues.
• Weekly team meetings.
• Daily emails sent to different departments.
• Weekly one on one meetings with management to go over metrics

• Compiled on average, 50 order entries.
• Checking on average 75 mail in orders and digital entries.
• Checking 50 to 100 entries, after all employees, before approving them to go out to packing in warehouse.
• Assisted with checking 1000s of books for defects (i.e in any merchandise or packaging).
• Filed hundreds of yearly orders, by end of every year.
• Opened accounts and performed account closure requests.
• Assisted with packing orders.
• Filed returned packed orders.
• Checked pre packed orders before packing.
• Light janitorial work