Customer Service Senior Associate
Resume:
Tonieh Brisbane
Chesapeake, VA
**************@*****.***
Professional Summary
To utilize my customer service oriented background as well as gained experience through the years of my tenure in the area of telecommunications.
Work Experience
Senior Associate Unit Manager
Capital One-Chesapeake, VA
June 2012 to Present
• As a Senior Associate Unit Manager Servicing Back Office on the Credit Bureau Disputes (CBD) / Specialty Operations at Capital One, lead a dynamic team of front line associates who are the face of Capital One for our customers.
• Created excitement and maintained high levels of morale through change are essential for leaders within Capital One.
• Managed, developed and motivated an internal team of 10 and 20 associates and strive to exceed standards of customer service and experience.
• Accountable for achieving business goals for a team between 10 and 20 associates within a unit.
• Provided continuous feedback and coaching to improve and maintain high quality customer experience, effectiveness and efficiency metrics.
• Prepared and delivered monthly performance reviews for direct reports
• Managed business level metrics (Service Level and Turnaround Time)to high efficiency standards.
• Shared in the accountability for a business level function team (Logistics, quality, innovation, morale).
• Motivated and developed associates and help them achieved their career aspirations.
• Executed flawless management of projects assigned to units
• Ensured timely administrative responsibilities of time cards, spreadsheets, team meetings, etc.
• Defined and measured performance metrics ( monthly scorecards, annual appraisal) and clearly communicate to the team.
Quality Assurance Specialist
Alorica-Norfolk, VA
May 2006 to June 2012
• Performs quality monitoring of Customer service associates and provides sufficient feedback to management regarding staff development.
• Recognize tendencies to help the progress of quality, incorporating other procedures and reporting to management about developmental needs of the workforce.
• Interprets and understands policies, procedures and products to assist customer service teams.
• Mentoring and coaching customer service agents to support operations goals and quality.
• Conduct new hire training and system refresher training while incorporating quality expectations. Internal Help Desk Specialist
• Supply coverage to all agents acting as important contact agent in the absence of a Supervisor or Management.
• Assist agents internally with extended knowledge of Verizon online policies and to perform system overrides for adjustments as needed on consumer accounts.
• Support for escalated calls from agents, performing staff tasks, efficiently diffusing consumer concern, eliminating callbacks.
Retention Specialist
• Listen to consumers discuss concerns relating to their Verizon accounts, documenting the account to provide an audit trail of case notes and research to reduce repeat calls.
• Serve as a liaison between advance technical support and the consumer. Ensuring technical or equipment issues are resolved immediately for the consumer as well as schedule a technician visits. Marketing Sales Rep
Harris Connect-Newport News, VA
June 2004 to May 2006
• Gathered information to develop an alumni directory for educational, military, and civic organizations.
• Responsible for answering inbound calls and placing outbound phone calls in order to gather information to update student records for their organization directories.
• Marketing copies of the alumni directories.
Education
Associates Degree in Business Accounting
Tidewater Community College - Norfolk, VA
2009 to 2012
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