Sr Advocacy Coordinator Resume Example Capital One Bank

SR ADVOCACY COORDINATOR

Summary

Organized and proactive self-starter seeking new opportunities that allows use of exceptional time management, administrative and leadership skills. Results-oriented, committed individual and organizational skills to support employees and build client base.

Skills

Direct patient care and advocacy
Issue and conflict resolution
Systems and automation applications
MS Office
Problem resolution
Business development understanding
Microsoft Office expertise
Report creation

Data evaluation
Active listening.
Critical thinking coordination
Interpersonal skills.
Leadership.
Problem-solving.
Management skills.

Experience

Sr Advocacy Coordinator Capital One Bank | Tampa, FL | August 2019 - Current

Kept detailed records of customer accounts, including actions taken, issues resolved and resolution.
Research and resolve customer/regulator complaints received via letter and inbound escalated calls
Create customer response for complaints
Flags potential regulatory compliance violations or potential risk events.
Identifies and provides feedback on identified trends
Assist as a help desk Tier Two Agent, handling manager calls and escalations.
Interfaces with designated business area contacts to research customer complains and/or system breakdowns.
Worked TSYS level one frauds, filling replacement cards
Worked as a Level Two Disputes representative working charge backs and pre arbitrations with Visa and Mastercard.
Review official documents such as legal terms, vouches, policies in order to determine courses of action.
In charge of submitting SharePoints escalations as needed to resolve customers concerns.
Assist with any account need and highest level of escalation over the phone for Capital One U.S and overseas call centers

Spanish InterpreterCyracom International, Inc | Tampa, FL | August 2018 - July 2019

(911 Emergency designated ) Handling over the phone English/Spanish interpretation for different industries like insurance, medical, legal,911 emergencies and others.
Provided accurate oral and written translations and maintained confidentiality of sensitive data.
Followed interpreter Code of Ethics and complied with all applicable work-related laws.
Prepared and maintained interpretation translation records and logs.
Provided accurate oral and written translations and maintained confidentiality of sensitive data.
Followed interpreter Code of Ethics and complied with all applicable work-related laws.
Provided strict renditions of the messages including every detail of the conversation.
Upheld the original emotion, tone, context and content of original messages.
Supplied thorough, accurate and ethical interpreter services for individuals with limited English speaking skills.

Sales AdvisorInfiniti of Tampa | Tampa, FL | April 2018 - August 2018

Operated from the sales floor selling new Infiniti and pre-owned vehicles.
Established a customer base working face-to-face with a diverse society of careers, ethnicity, and tax brackets utilizing communication skills and marketing strategies.
Consistently delivered personal performance which ranked in top three sales for the dealership.
Attended training sessions that developed negotiation techniques that were utilized to increase closing sales ratio and to overcome objectives.
Working alongside a financial institution determined specific qualifications of a potential customer.
Followed by negotiating financial feasibilities, overcoming objectives, and closing the sale.
Ensured maximum profitability in each transaction by up-selling finance products.
Maximized dealership sales by meeting or exceeding monthly sales quotas.
Completed yearly certifications on all new vehicles.
Coordinated dealer-to-dealer trades and controlled inventory.
Successfully sold new and pre-owned cars while providing excellent customer service.
Answered requests and concerns with friendly and knowledgeable service.

Sprint Escalations Team LeaderComputer Generated Solutions | Tampa, FL | December 2015 - March 2018

Job responsibilities include coaching, mentoring, and ensuring customer service representatives are within the limits and standards of established client and company standards.
Assist with the creation of call flows and guidelines.
Assist Operations with employee development plans and provide behavioral patterns to the appropriate levels of management.
A total of 15 agents under my direct report and have managed up to 25 on my team.
Provide floor support and assist with escalated calls/sup calls.
Reply to the client's emails.
Support and lead teams, ensure the team's level of morale is high, keep the team motivated, and have a competitive attitude.
Monitor live and recorded calls.
One on one coaching sessions
Issue team huddles and meetings.
Keep my teams updated on news and headlines.
De-escalate calls, bump up situations, escalate as needed to resolve, and ensure customer satisfaction.

Education and Training

Business and Hospitality ManagementA.P. Leto High School | 2014

Associate of Arts: Business Administration And ManagementHillsborough Community College | | Tampa FL | Expected in March 2021

Resume Overview

Companies Worked For:

Capital One Bank
Cyracom International, Inc
Infiniti of Tampa
Computer Generated Solutions

School Attended

A.P. Leto High School
Hillsborough Community College

Job Titles Held:

Sr Advocacy Coordinator
Spanish Interpreter
Sales Advisor
Sprint Escalations Team Leader

Degrees

Business and Hospitality Management
Associate of Arts : Business Administration And Management

Sr Advocacy Coordinator Resume Example

Resume Score: 80%

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