Monitoring Experience Specialist

2022-Present

Provide top-tier alarm monitoring support by placing outbound calls to customers to assist with handling multiple types of critical alarms. Partner with customers and authority agencies to resolve problems, provide information, dispatch emergency services and refer to other points of contact.

• Proactively created forms to track inbound and outbound calls that export to a spreadsheet to identify trends and track statistics.

Compliance Coordinator

2021-2022

Responsible for facilitating, verifying, and documenting the contractual compliance of subcontracted transportation providers so that they may provide transportation for state Medicaid and managed care organizations’ members.

• Partnered with greater than 50 different transportation companies to ensure that all of their documentation was current.
• A member of the Accidents and Incidents team tasked with drafting responses to the client for any potential misconduct or carelessness by our providers that may have impacted our members.

Account Expert

2018-2021

Provided full-circle customer service for customers in the Northern Virginia, D.C. and Maryland market, ensuring that customers received the best level of service to deepen relationships, reduce customer effort and increase customer satisfaction.

• Created a bi-weekly report that clearly explained how each individual statistic affected our market’s Profit and Loss which allowed each team member to be aware of how their individual and team performance affected the company.
• Selected by leadership as a stand-in for supervisors. Tasks included peer coaching, answered procedural questions, taking escalated calls and most other tasks that a supervisor would be tasked with.
• Maintained a Net Promoter Score that was within the top 10% of the site for my tenure while keeping other metrics at 115% of goal or higher.

Customer Service Supervisor

2016-2017

Responsible for the direct supervision of 17-21 customer service representatives, including ensuring that Key Performance Indicators are met or exceeded, providing one-on-one coaching, facilitating team meetings, taking escalated calls and verifying that representatives are complying with state and federal laws and regulations.

• Increased customer satisfaction survey scores from 89.19% to 95.09%.
• Assisted with the interviewing and hiring of over 65 new hires.
• Selected as a member of a think-tank to design and distribute a spreadsheet to help other supervisors send out their teams’ statistics in a more efficient, understandable manner.

Executive Resolutions

2015-2016

Tasked with researching and responding to escalated complaints addressed to the Executive offices of Capital One and its senior executives.

• Documented and reported opportunities and process improvements to mitigate regulatory or legal risk.

Customer and Agent Advocacy Team

2010-2015

Tasked with creating better customer experience by ensuring that phone agents are providing correct information by providing specialized training to phone agents in both a classroom environment and while on the job. Decision exceptions to standard policy and catalog exceptions in accordance with departmental guidelines to safeguard against processes being done incorrectly.

• Provided on-site support and guidance to multiple vendor locations resulting in successful JD Power Certification.
• Partnered with leadership to create an autonomous overnight unit that set guidelines and procedures for the Tampa, Florida site.
• Created and facilitated specialized classroom training to phone agents to increase system knowledge, better understand resources and educate on customer point of view.

High Value Servicing

2009-2010

Created a stronger bond between Capital One and its customers that have multiple Capital One products by providing a level of service that was far superior to standard customer relations.

• Increased the effectiveness of Capital One’s One Call Resolution Initiative by handling fraud and collections call types in addition to standard servicing.
• Selected to coach phone agents during side-by-side call listening, providing positive and negative feedback along with solutions to correct any areas that need improvement.

Consultative Sales/Retention

2008-2009

Tasked with enticing the customer to utilize their card for all of their day to day purchases by leveraging the benefits of the customer’s account and influencing the decision of customers that have requested to close their account.

• Selected as a member of small team of top performers that were utilized to test new products and call types and provided feedback to customer responsiveness.