Experience

Citizen Home Solutions
• United States
• Utilities
• 1 - 100 Employee
• Admin Team Manager

  • Oct 2023 - Present


Capital One

• Egypt
• Leasing Non-residential Real Estate

• Team Manager

  • May 2022 - Apr 2023

  Plano, Texas, United States Managed a Team of 12 or more people Created action plans and provided constructive feedback to agents regularly Provided coaching and mentoring to agents by providing them with best practices to help them provide an excellent customer experience Coached agents to drive desired results to improve and maintain metrics (QA, CSAT, NPS) Created the Soft Skills presentation that was implemented as part of the onboarding training and re-training program to bring… Show more Managed a Team of 12 or more people Created action plans and provided constructive feedback to agents regularly Provided coaching and mentoring to agents by providing them with best practices to help them provide an excellent customer experience Coached agents to drive desired results to improve and maintain metrics (QA, CSAT, NPS) Created the Soft Skills presentation that was implemented as part of the onboarding training and re-training program to bring forth awareness and help to increase customer service satisfaction scores Responsible for the development of new hires and other training initiatives for team members Performed individual phone audits and provided real-time feedback on missed opportunities Retrained agents to ensure understanding and knowledge of Auto Navigator Platform products, policies, and procedures Collaborated with managers and vendors on new program rollouts to ensure transition and process was seamless Boosted team morale and metrics by conducting 10/10s, being readily available, providing best practices, phone audits, and coaching pull-ups Responsible for managing new initiatives and projects, including the planning, initiation, execution, monitoring, and closing of a project.

• Principle Coordinator - Team Coach/Trainer

  • Jun 2021 - May 2022

  Plano, Texas, United States ◆ Boosted team morale while Unit Manager was on leave by conducting 10/10s, being readily available, providing best practices, phone audits, and coaching pull-ups ◆ Increased team performance on the PFR - Improved from 6th place on PFR (January 2022) to 2nd (March 2022) in Call Center ◆ Impart feedback to Unit Manager with regard to quality assurance and other metrics ◆ Supported Unit Manager by conducting team huddles and process confirmations/call calibrations ◆… Show more ◆ Boosted team morale while Unit Manager was on leave by conducting 10/10s, being readily available, providing best practices, phone audits, and coaching pull-ups ◆ Increased team performance on the PFR - Improved from 6th place on PFR (January 2022) to 2nd (March 2022) in Call Center ◆ Impart feedback to Unit Manager with regard to quality assurance and other metrics ◆ Supported Unit Manager by conducting team huddles and process confirmations/call calibrations ◆ Provided coaching and mentoring to agents by providing them with best practices to help them provide an excellent customer experience ◆ Coached agents to drive desired results to improve and maintain metrics (QA, CSAT, NPS) ◆ Responsible for the development of new hires and other training initiatives for team members



Capital One Auto Group LLC

• United States
• 1 - 100 Employee

• Senior Resolution Specialist

  • Jul 2015 - Aug 2022

  Provide excellent customer service by addressing customer concerns, demonstrating empathy and resolving problems on the spot Build rapport and trust while providing consultative advising to uncover customer needs/concerns Act as the subject matter expert by accurately describing details of products/services offered Responsible for making every effort to de-escalate all issues to ensure the customer has a pleasant car buying experience Implemented the Listen… Show more Provide excellent customer service by addressing customer concerns, demonstrating empathy and resolving problems on the spot Build rapport and trust while providing consultative advising to uncover customer needs/concerns Act as the subject matter expert by accurately describing details of products/services offered Responsible for making every effort to de-escalate all issues to ensure the customer has a pleasant car buying experience Implemented the Listen, Relate, and Resolve technique to improve call retention and resolution. Research system breakdowns and reach out to different lines of business to assist in resolving issues Recognized as the Department floor SME (Subject Matter Expert) on Auto Finance Consistently the recipient of positive reviews acknowledging dedication to excellent customer service Provide assistance and mentorship in the development of new hires and other training initiatives for team members Provide coaching and mentoring to agents by providing them with best practices to help them excel in their role Supports Unit Manager by conducting team huddles and increasing visibility during their absence Conduct side-by-side meetings with agents to discuss calls, role play, and areas of opportunity Show less