Occupation:Customer Service Supervisor |
Location:Glen Allen, VA |
Education Level:Bachelor |
Will Relocate:YES |
Description
Summary of Experience I possess over twenty years of experience in customer service, customer service management and as Director of Customer Service. My experience has developed into a customer service style that is effective in any customer service environment. This ranges from face to face interactions and within call centers. As Director of Customer Service I have experience, reviewing and critiquing resumes along with screening applications and interviewing. During my experience as a Sr. Customer Service Representative I provided team members with guidance in difficult or complex problems and in resolving escalated complaints and disputes. I communicate effectively in both verbal and written formats with staff, customers, and operations. My background includes supervising, training, motivation and coaching team members in a call center environment. Capital One Bank Glen Allen, VA Fraud Application Coordinator Sept. 2016 - April 2017 Review new applications and research the possibility of Fraud, through company systems and documents available. Review documents provided by applicant for accuracy. Offer understanding and guidance to victims of fraud. Advise fraud victims on how to protect their identity. Respond to inbound calls with customers declining they have applied for a CapitalOne Credit Card. Capital One Bank Glen Allen, VA Escalated Calls Supervisor October 2013 - September 2016 Resolving escalated calls from the customer service team by understanding the needs of the customer while maintaining Capital One integrity and guidelines. Processing refunds, credits, closing accounts and issuing new cards. Accepting payments, communicating with merchants to assist cardholders throughout the world.
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