Experience

Lartey Wellness Group
• United States
• Wellness and Fitness Services
• 1 - 100 Employee
• Administrative Assistant

  • Apr 2022 - Present


American Express

• United States
• Financial Services
• 700 & Above Employee

• Customer Care Professional

  • Jun 2021 - Apr 2022

  ● Inbound Sales: Provides solutions to US Small Business owners for their lending and credit card needs including suggesting benefits, rewards structure and features that can be leveraged for their businesses. ● CSR: Assist credit card customer with basic servicing concerns (Lost/Stolen card; Statement and Payment Inquiries, Waiving of fees and interests, etc.) – Inbound calls ● Assist customer with Fraud and Dispute Claims (Intake and Status updates) ● Inbound Sales: Provides solutions to US Small Business owners for their lending and credit card needs including suggesting benefits, rewards structure and features that can be leveraged for their businesses. ● CSR: Assist credit card customer with basic servicing concerns (Lost/Stolen card; Statement and Payment Inquiries, Waiving of fees and interests, etc.) – Inbound calls ● Assist customer with Fraud and Dispute Claims (Intake and Status updates)



Capital One

• Egypt
• Leasing Non-residential Real Estate

• Unit Manager

  • Sep 2019 - May 2021

  ● Creates and Evaluates Calls (monitored / surveyed) to developinbound agent’s potential in providing exemplary customer service toUS credit cardholders.● 10:10 Coaching Sessions (Call Improvement, Performance Updates,Policies Adherence, Corrective Actions, Career Growth Discussionsetc.)● Admin Tasks includes the ff:● Call Calibration with Managers● Timekeeping, Editing and Leave Without PayTracking● Assist Functional Group Concerns Escalation (HR,IT, Scheduling, etc.)● Operational Discipline Report (Short Calls,Invalid Transfer, Long Holds, etc.)● Social Distancing Guidelines Daily Audit● Other Work Stream Tasks includes the ff:● Growth and Development Leado LEAP Program Queue POC (High PotentialAgents)o Agents and UM Operations Onboarding(New Joiners)o WOW-in Action Program (Outlier Support)o Post-Nest POC (Post-Nesting Agents)o LEAP+ Program (High Potential UnitManagers)● AHT Trend and Driver Review (Presentation toOperations)● Investing-For-Good Communications Lead(Creates Slides and advertising materials forCharitable events such as Donation Drive,Volunteerism drive etc.) Show less

• Senior Operations Representative

  • Jan 2016 - Sep 2019

  ● Inbound Sales: Provides solutions to US Customers for their lendingand credit card needs including suggesting benefits, rewardsstructure, adding additional users, and features that can beleveraged for their businesses.● Assist credit card customer with basic servicing concerns (Lost/Stolencard; Statement and Payment Inquiries, Waiving of fees andinterests, etc.) – Inbound calls● Assist customer with Fraud and Dispute Claims (Intake and Statusupdates)● Expanded Role as a Nesting Coach (July 2017 – September 2019)● Assist New Hires with Training and Onboarding(Classroom Facilitation and Immersion)● Evaluates Call and Evaluation for New HireNesting agents● Peer-to-Peer Coaching (Monitored / SurveyedCalls, Behavioral (attendance, PotentialRegulatory and Business Intents violation; etc)● Creates and Presents MidNest and End-of-Program Report to Training and Operations.● Conducts Post-Nest Program for assigned agents(Continuity for the next 90-days) Show less



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Human Resources Specialist - Employee Engagement

  • Feb 2015 - Oct 2015

  • Over-all in-charge of all Engagement Activities for all Employees ofConvergys Baguio 1 from planning, executing and post-eventactivities; Coordinating with different Site Engagement Leaders incoming up with Inter-Site Engagement Activities.• Handles own Engagement Team and evaluates performance of each• Does different HR tasks such as:• Conducting New Hire Orientation (NHO) for newemployees of the site• Auditing/reviewing employees’ files/requirements• Bank Forms Completion for Payroll Account Generation• Answer employees HR-related inquiries• Conducts Exit Interview/Clearance and generates Reports• Basic Knowledge of Process Documents (Gov’t docs) Show less

• Field Service Scheduler Agent

  • Nov 2013 - Feb 2015

  • Removes “Reserve Capacity” and “Jury duty” from technicians’ routefor the day in order to receive their scheduled activities/tasks• Collates and submits end of day (EOD) report for all of MasTec’soffline line of business to the client• Assists with other offline tasks (Activities for Noting, Activities onHold, Pending ISR, Exede Unresolved,

• Centralized On-Line Ticketing System Agent

  • Jul 2013 - Nov 2013

  Does major modifications with MasTec technicians’ profile (Address,Skill Package, Schedule, etc.)• Creates new technician profile whenever MasTec will hire a new setof technicians• Deactivates/Reactivates technician’s profile depending on MasTec’sdemands• Relocates technicians from one service region to another dependingon MasTec’s demands• Plots/ Removes sick leaves, vacation leaves, etc. depending onMasTec’s demands

• Senior Customer Service Specialist

  • Jul 2012 - Jul 2013

  Provides exemplary customer service on every call by ensuring issueresolution and customer satisfaction in line with the program’squality targets and guidelines.