Whitney Watkins
Summary
Dynamic and results-driven professional with extensive experience at Capital One and American Express, excelling in staff education and training. Proven track record in enhancing productivity through effective coaching and conflict resolution. Adept at developing targeted training materials and fostering strong customer relationships, leading to improved satisfaction ratings and business growth.
Overview
11
11
years of professional experience
Work History
Team Leader
American Express
08.2022 - 08.2023
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Held weekly team meetings to inform team members on company news and updates.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Gathered, organized and input information into digital database.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Evaluated customer needs and feedback to drive product and service improvements.
- Generated reports detailing findings and recommendations.
- Developed effective improvement plans in alignment with goals and specifications.
Customer Service Lead Trainer
American Express
05.2022 - 08.2022
- Encouraged colleagues to cultivate strong work ethic by demonstrating diligence, patience, and respect for others.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Analyzed and evaluated training effectiveness and program outcomes.
- Provided coaching and mentoring to employees.
- Facilitated virtual, in-person and blended learning sessions.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Supported productivity increase and business growth through new hire training and mentoring.
- Implemented diverse instructional methods, optimizing trainee engagement.
- Developed individualized training plans to achieve staff readiness.
- Analyzed team performance and identified opportunities for additional training.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Tracked attendance and evaluated progress for assigned trainees.
- Prepared and presented supplementary learning material to support structured lessons.
Platinum Customer Care Profesional
American Express
02.2021 - Current
- Resolve concerns with products or services to help with retention and drive sales.
- Address customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Help large volume of customers every day with positive attitude and focus on customer satisfaction.
- Educate clients on account services and resolved client inquiries regarding statement information and account balances.
- Build long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Meeting and exceeding company goals, remaining 100% complaint towards business and regulatory regulations to maintain maximum productivity.
- Remaining completely flexible to the ever changing environment of Platinum Customer Care.
- Remaining proficient in Value Generation by offering relevant products and offers to enhance card member value.
Escalations Manager
Capital One
08.2017 - 06.2020
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Supervisory role overseeing management for accounts and finances.
- De-escalating customer conflicts and providing one call resolutions as often as possible.
- Observed performance trends and communicated via established processes to suggest solutions to exceed customer expectations.
- Exhausting resources not accessible by front line agents to gain satisfactory customer results.
- Facilitated training classes, Subject Matter Expert(SME), reviewed and graded calls, provided coaching for new hires.
- Identified areas of opportunity and recommended training and process improvements.
Customer Service Advocacy Associate
Capital One
04.2016 - 08.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Provide assistance with exclusively processing balance transfer requests.
- Process payments with immediate access to funds.
- Served as Team Leader for leadership within department.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Customer Service Representative
Capital One
01.2015 - 04.2016
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Keyed customer contact information and payment data into system carefully observing corporate confidentiality procedures.
- Assist customers with applying for offered products available.
- Provided detailed explanation behind offers to help potential customers choose the product most suitable for them.
- Worked closely with management to identify possible fraud activity when applications were submitted.
Education
High School Diploma -
Essex County Vocational High School
Newark, NJ06.2005
Skills
- Staff education and training
- Training Materials
- Classroom expertise
- Job training
- Employee coaching
- Employee training
- Project implementation
- Inbound and Outbound Calling
- Product Knowledge
- Customer Complaint Resolution
- Product Knowledge
Timeline
Team Leader
American Express
08.2022 - 08.2023
Customer Service Lead Trainer
American Express
05.2022 - 08.2022
Platinum Customer Care Profesional
American Express
02.2021 - Current
Escalations Manager
Capital One
08.2017 - 06.2020
Customer Service Advocacy Associate
Capital One
04.2016 - 08.2017
Customer Service Representative
Capital One
01.2015 - 04.2016
High School Diploma -
Essex County Vocational High School