Summary
Overview
Work History
Education
Skills
References
Timeline
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SHARON NUNES

Ajax,On

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires to service customers efficiently and effectively. Experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls.

Overview

24
24
years of professional experience

Work History

Senior Quality Assurance Coordinator

Capital One
07.2021 - Current
  • Conduct production sampling, and other quality assurance testing measurements that provide information critical to assessing process execution and customer experience
  • Meet service level requirements of delivering quality assessments on time
  • Perform data entry and data research activities
  • Respond to questions and requests from management and key stakeholders
  • Execute and provide recommendations for process improvements and/or operating procedures
  • Calibrate performance standards with peers and dedicated line of business
  • Document procedures in accordance with established policies
  • Generate and distribute updates and reports as needed
  • Perform compliance testing and reporting for multiple lines of business
  • Perform other duties and tasks as assigned by leadership team
  • Enhanced overall efficiency of the quality assurance process by streamlining workflows and documentation.
  • Implemented effective training programs for team members, fostering a culture of continuous improvement within the department.

Sr. Coordinator, Fraud Agent

Capital One
08.2019 - 07.2021
  • Investigate credit card fraud or abuse of cardholder information
  • Investigate and resolute cases in the respective queues
  • Investigate fraudulent claim to determine responsible party
  • Perform chargebacks within MasterCard regulations
  • Take Inbound call and make outbound calls to customers and merchants in an effort to resolve fraud cases
  • Adhere to work-instructions to support decisions and work entries, which can be complex with multiple steps
  • Ensure the reliability and integrity of information contained in the system
  • Uses logical reasoning and mathematical skills in the identification of transactions based on clearly defined criteria and procedures
  • Assists in the detection and prevention of errors or exceptions by analyzing high-risk transactions for oddities and case patterns
  • Prepare manual customer correspondence
  • Assist Advocate Coaches as a SME to obtain guidance and information to process fraud cases
  • Perform additional Responsibilities as business needs require

Customer Service Representative

Capital One Bank
10.2018 - 08.2019
  • Providing legendary customer service to clients through phone channel
  • Be the first point of contact for customers calling Capital One.
  • Inform customers on the details of their account, such as balance, due date, and minimum payment due
  • Assist customers to enroll in Capital One’s online banking platform and assist them through navigating the site
  • Update customer account information
  • Help customers solve any issues or problems that may arise with their Capital one account
  • Promote card benefits and retention efforts to ensure customers don’t close their accounts
  • Interact with various Capital One departments from Fraud, Collections, Specialty Operations and many others to resolve customer inquiries

Senior Claims Analyst

TD Insurance
01.2000 - 09.2018
  • Provide legendary customer service to clients
  • Study insurance claims, negotiate settlement and approve payments
  • Investigate the claims by interviewing the claimant and the witnesses, consulting the police, lawyers and the hospital records and examining property harm to find out the extent of industry's liability
  • Assess the price or value of the insured item
  • Estimate merit payments and granted payments of the claims within definite monetary limit
  • Deal with the queries and problems of customers and resolve them
  • Settle the claim within the timeframe outlined by the company and industry standards.

Education

Diploma - Business Administration

Centennial College
Scarborough, Ontario
04.1998

Skills

  • Customer Service
  • Computer Skills
  • Account Management
  • Call Management
  • Service Recommendations
  • High-volume call centers
  • Complaint resolution
  • Inbound phone calls

References

References available upon Request

Timeline

Senior Quality Assurance Coordinator

Capital One
07.2021 - Current

Sr. Coordinator, Fraud Agent

Capital One
08.2019 - 07.2021

Customer Service Representative

Capital One Bank
10.2018 - 08.2019

Senior Claims Analyst

TD Insurance
01.2000 - 09.2018

Diploma - Business Administration

Centennial College

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SHARON NUNES