Experience

Tango

• United States
• Financial Services
• 100 - 200 Employee

• Customer Success Manager

  • Jan 2022 - Present

  Seattle, Washington, United States



Women's University Club of Seattle

• Clubhouse Server

  • Dec 2019 - Jan 2022

  Seattle, Washington, United States Created a memorable experience through food, beverage and event services



Classic Catering

• United States
• Food & Beverages
• 1 - 100 Employee

• Event Server

  • Jan 2019 - Feb 2020

  Seattle, Washington, United States Provided top-quality service, handling each guest interaction with meticulous care



Capital One

• United States
• Financial Services
• 700 & Above Employee

• Reporting & Analytics Manager

  • Jan 2016 - Jul 2017

  Seattle 16+ years with Capital One Investing (formerly ShareBuilder) Managed a cross-functional reporting team at multiple site locations, supporting numerous groups including a 140+ associate contact center and back-office operations. Analyzed call center data to make strategic recommendations to leadership. Oversaw all daily, monthly, and on-demand call center reporting to monitor associate performance, service level (SLA), net-promoter score (NPS), and contact drivers while maintaining a less… Show more 16+ years with Capital One Investing (formerly ShareBuilder) Managed a cross-functional reporting team at multiple site locations, supporting numerous groups including a 140+ associate contact center and back-office operations. Analyzed call center data to make strategic recommendations to leadership. Oversaw all daily, monthly, and on-demand call center reporting to monitor associate performance, service level (SLA), net-promoter score (NPS), and contact drivers while maintaining a less than 1% error rate.

• Senior Customer Service Sales Supervisor

  • Jan 2009 - Dec 2015

  Greater Seattle Area Coached a team of 15+ associates to exceed department expectations and provide an exceptional customer experience. Customized development plans and counseled employees on consultative sales. Techniques include soft skills such as building rapport, identifying customer needs through questioning and recognizing business opportunities. Organized team building events and created contests to motivate employees, increase engagement and maintain positive morale. ● 2013 Capital One Lead the… Show more Coached a team of 15+ associates to exceed department expectations and provide an exceptional customer experience. Customized development plans and counseled employees on consultative sales. Techniques include soft skills such as building rapport, identifying customer needs through questioning and recognizing business opportunities. Organized team building events and created contests to motivate employees, increase engagement and maintain positive morale. ● 2013 Capital One Lead the Way Award recipient for business process improvements completed

• Customer Service Supervisor

  • Jul 2005 - Dec 2008

  Manage the day-to-day operations of 25+ customer service associates. Coached associates on performance and career counseling while maintaining a less than 1% attrition rate. Optimized employee schedules to uphold a 70/30 Service Level (SLA) by analyzing customer volume and trends. Resolved customer complaints as a liaison to the Better Business Bureau.

• Customer Service Lead

  • Jan 2004 - Jun 2005

  Provided thought leadership to address associate questions for the Customer Service Agent group. Resolved escalated customer concerns, identifying solutions that met both customer and business needs. Diagnosed advanced technical issues using root cause analysis. Retained customer accounts through the utilization of sales tools and techniques.

• Customer Services Agent

  • Oct 2000 - Dec 2003

  Resolved customer investment, retirement and website inquiries through 100+ contacts daily. Provided technical assistance and troubleshooting for website. Mentored newly hired associates to help improve their job knowledge and performance. Liaison with back office operations to route customer requests through document management system.



Eddie Bauer

• United States
• Retail
• 700 & Above Employee

• Customer Service

  • Mar 1998 - Oct 2000

  Bothell, WA Processed retail catalog orders by phone. Provided product information to ensure informed purchase decisions and customer satisfaction. Specialized in maximizing sales opportunities by cross selling merchandise. Resolved customer complaints, including overflow support for sister companies Newport News and Spiegel Inc.