Project Coordinator II Resume Example CAPITAL ONE SERVICES INC

PROJECT COORDINATOR II

Summary

Project Coordinator with more than 9 years of experience planning, developing and implementing project and processes which helps enhance our companies brand.

Self motivated with a passion for working with others while delivering on key team objectives and providing superior customer service. Excellent communication skills which help develop strong relationships with customers, suppliers, and all levels of management. Highly creative thinker with a established track record in promoting value-added ideas.

Works Well Independently and In Teams

Process Improvement

Highlights

Microsoft Office - Word, Access, Excel, PowerPoint, Outlook,

Internet Research

Previously licensed insurance agent for Life, Health, Auto and Homeowners

Accomplishments

Training

Trained new associates on processes for customer event letters

erformed effective troubleshooting of file issues with print suppliers Personally managed production activities to guarantee 100% of files were processed on-time.

Experience

Project Coordinator II01/2006 to Current

Manage one time letter process to accommodate special request communications with external customers ensuring efficient and timely execution of process to meet legal and regulatory requirements.
Engage with internal customers to determine timelines and influence channel used to deliver time sensitive customer communications.
Created training documents for one time letters processes and trained two associates.
Manage the review of over 2 million dollars in inventory.
This ensures stock for letters are ordered in a timely manner to avoid stock out issues which would impact daily letter processing.
Developed tracking document which is used to avoid audit issues.
Set up and maintain all records associated with one time letter request and store in KL.
Received numerous customer compliments for outstanding customer service.

Team Lead01/2005 to 01/2006CAPITAL ONE SERVICES INCRichmond, VA

Facilitated sales in various initiatives, testing new products with current customers to increase sales for test insurance products.
Managed relationships and coordinated sales team efforts to ensure project goals and deadlines were met.
Successfully cross-sold beneficial products to customers.
Recognized for outstanding results, positive attitude and excellent sales and interpersonal skills.
Effectively prioritized information for monitoring agents' licenses ensuring continuation of active licenses and continuing education credits.
Helped with training agents for insurance license exam and associates on insurance products.
Monitored 140 calls per month and achieved a 98% quality rating for a period of nine months with highest rating sales group for the same period.
Managed a sale team of 8 associates.

Training Coordinator / Administrator01/2000 to 01/2005

Provided specialized coordination and administrative support to Training and Operations ensuring efficient and timely execution of training, projects and reporting.
Facilitated training which improved the customer experience and associate performance.
Reorganized and maintained developmental materials for multiple locations ensuring easy access from a central location.
Created a development program that saved time in finding and tracking reference materials and improved the performance of 18 front line managers.
Initiated, developed and implemented a tracking process that increased consistency and accuracy in monitoring the use of a corporate library serving approximately 9,000 associates.

Collections Associate01/1995 to 01/2000CAPITAL ONE SERVICES INC

Negotiated with customers to bring delinquent accounts up to date and resolved difficult issues through strong communication and conflict resolution skills.
Utilized multiple computerized systems to ensure accuracy in all account transactions based on customers' written or verbal disputes.
Recognized as a subject matter expert and consistently exceed all departmental and team goals for productivity and quality.
Regularly exceeded call-per-hour goals while maintaining high levels of customer satisfaction Selected to travel to Dallas, TX for three months to train new hire collection associate.
Responsibility for all call center management and staffing issues for the training pods.
Chosen to coach and train peers to improve collection skills in recognition of excellent performance and communication skills.
Investigated approximately two hundred and fifty fraud or merchant disputes per month, consistently meeting turn around times.

Education

Bachelors Degree: Business AdministrationAverett UniversityRichmond, VABusiness Administration

CPCU classes Building Relationships Insurance Sales Communication High Performer's Mindset Mailpiece Design

Skills

administrative support, call center, coach, communication skills, interpersonal skills, conflict resolution, customer satisfaction, customer service, insurance, Insurance Sales, inventory, legal, letters, materials, Access, Excel, Outlook, PowerPoint, 98, Microsoft Office - Word, Internet Research, processes, quality, reporting, sales, staffing, written

Resume Overview

Companies Worked For:

CAPITAL ONE SERVICES INC

School Attended

Averett University

Job Titles Held:

Project Coordinator II
Team Lead
Training Coordinator / Administrator
Collections Associate

Degrees

Bachelors Degree : Business Administration
CPCU classes Building Relationships Insurance Sales Communication High Performer's Mindset Mailpiece Design

Project Coordinator II Resume Example

Resume Score: 90%

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