Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
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Susan Haslett

Las Vegas,NV

Summary

Dynamic Specialized Services Support Specialist III at Credit One Bank, recognized for enhancing customer satisfaction through exceptional service and effective problem-solving. Proven expertise in customer service and attention to detail, driving operational improvements and fostering team collaboration. Adept at leveraging Microsoft Office suite to analyze performance and recommend strategic solutions.

Overview

8
8
years of professional experience

Work History

Specialized Services Support Specialist III

Credit One Bank
Las Vegas, USA
01.2021 - Current
  • Company Overview: Credit One Bank is a technology and data-driven financial services company offering a full range of consumer credit card products.
  • Building customer satisfaction and loyalty through best-in-class customer service.
  • Providing the customer with the service they want at the channel of their choice.
  • Service our highly valued current and potential cardmembers through various communication channels for specialized products and escalations.
  • Be able to accept ownership for effectively solving cardmember inquiries and/or complaints, while keeping customer satisfaction at the core of every decision.
  • Work independently in a fast-paced environment.
  • Committed to actively listen to our cardmembers with the intention to understand and resolve their concerns.
  • Strong communication and attention to detail are also crucial competencies for a specialized services representative.
  • Credit One Bank is a technology and data-driven financial services company offering a full range of consumer credit card products.

Operations Representative II

Credit One Bank
Las Vegas, USA
04.2021 - 05.2021
  • Company Overview: Credit One Bank is a technology and data-driven financial services company offering a full range of consumer credit card products.
  • Support the Customer Service leadership team by providing insight and analysis of 3rd party agency call and chat handling effectiveness.
  • Recommending solutions to narrow or close performance gaps, and in many cases, taking immediate action to drive operation effectiveness.
  • In addition, my role supports the Customer Service department by acting as liaison between the Internal Operations team, IT department, and 3rd party vendors when system outages are reported.
  • Credit One Bank is a technology and data-driven financial services company offering a full range of consumer credit card products.

Operations Quality Specialist

Credit One Bank
Las Vegas, USA
06.2018 - 01.2019
  • Company Overview: Credit One Bank is a technology and data-driven financial services company offering a full range of consumer credit card products.
  • Statement that describes what you were brought in, recruited or promoted to do and the overarching nature of your job.
  • Keep your target job / target audience in mind as you overview what you do in each role and be sure to showcase the responsibilities that you held that you feel will be of most interest to this audience.
  • Bullet point #1 highlighting something you’re particularly proud of and / or that that you believe will be most important to share with your target audience.
  • Bullet point #2 highlighting something you’re particularly proud of and / or that that you believe will be most important to share with your target audience.
  • Credit One Bank is a technology and data-driven financial services company offering a full range of consumer credit card products.

Disputes Representative

Credit One Bank
Las Vegas, USA
06.2017 - 06.2018
  • Company Overview: Credit One Bank is a technology and data-driven financial services company offering a full range of consumer credit card products.
  • Statement that describes what you were brought in, recruited or promoted to do and the overarching nature of your job.
  • Keep your target job / target audience in mind as you overview what you do in each role and be sure to showcase the responsibilities that you held that you feel will be of most interest to this audience.
  • Bullet point #1 highlighting something you’re particularly proud of and / or that that you believe will be most important to share with your target audience.
  • Bullet point #2 highlighting something you’re particularly proud of and / or that that you believe will be most important to share with your target audience.
  • Credit One Bank is a technology and data-driven financial services company offering a full range of consumer credit card products.

Education

High School Diploma -

Mount Miguel High School
Spring Valley, CA

Skills

  • Customer service and support
  • Interpersonal communication
  • Attention to detail
  • Self-starter
  • Team collaboration
  • Leadership skills
  • Sales expertise
  • Marketing strategies
  • Networking proficiency
  • Microsoft Office suite

Websites

Accomplishments

Susan's dedication to providing world-class service has earned her multiple cardmember and customer compliments and enabled her to achive 100 percent quality for the first two quarters of 2023 after maintaining over 99 percent quality for 2022. A consummate team player, she collaborates with stakeholders in multiple areas of the Bank, working closely with them to come up with the best possible resolutions for cardmemebers. Susan acts like an owner with every account she handles, adopting the mindset that she owns the business and should treat customers the way she'd like to be treated. Her ability to actively listen while keeping handle times below the expected average has contributed to the team's remarkable six-second average speed of answer.

Timeline

Operations Representative II

Credit One Bank
04.2021 - 05.2021

Specialized Services Support Specialist III

Credit One Bank
01.2021 - Current

Operations Quality Specialist

Credit One Bank
06.2018 - 01.2019

Disputes Representative

Credit One Bank
06.2017 - 06.2018

High School Diploma -

Mount Miguel High School

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