Andria J. Email & Phone Number

United States

United States

RESPONSIBILITIES:Monitor and manage the performance of multiple contact center networks (Inbound & Outbound) for loss mitigation and servicing groups. Perform systems incident management and perform dialer administration and support. INCIDENT MANAGEMENT MITIGATION EXECUTION:Detect, confirm, and escalate critical system issues that impact contact center productivityProactive monitoring and partnering with Capital One IT to manage and resolve issuesEnact contingencies to mitigate or minimize negative customer and agent experienceEnsure accurate capture and communication of all IT incident impactMaintain effective/timely communications with IT throughout resolution of IT issuesGather applicable details and impact and provide/recommend severity Record incidents by opening a ticket, assess severity and engage IT and responsible applications or system resolver groupsDetermine appropriate course of action, executing levers as neededAppropriate and timely hand off of incidents and events to team members as shifts changeNotify Integrated Mission Control Leadership on high severity impacted issuesNETWORK SERVICE METRIC REPORTING:Communicate technical and key performance data to various lines of business Complete Network Service Metrics communication timelyComplete other MISC or ad-hoc reports timelyComplete EOD Service Metrics ReportsReview data for accuracy and complete informationSent from correct MailboxCOLLECTIONS DIALER MANAGEMENT:Communication of dialer related responsibilities & reporting. (KPI’s, Technology readiness, volumes, etc.)Review data for accuracy and complete informationSent from correct MailboxCOMMUNICATIONS:Monitor department mailbox for incoming requests and disposition appropriately (know your audience)Respond to inquiries with complete and timely informationIncident/Event Mitigation items should be addressed as a priorityItems requiring escalation should be brought to the attention of IMC leadership

United States

Inbound, Outbound and Blend phone associate who handled calls with Card customers who were delinquent on their account. Worked in many collections queues (ex. Hardship, Early and Late stage collections, Debt management, and Manual collections). As a top performer in the department, I became a peer coach and was successfully able help my peers both new and tenure to work toward departmental goals. I would always placed a high emphasis on customer experience and satisfaction. Educating customers on their account status was my top priority. I was always working to solve customer problems, attempted to secure a payment or make payment arrangements. I worked on a systems test team that focused on working out any issues that may hinder Capital One loss mitigations associates from performing their core duties. Once the new system was released then I would work as a floor walker to help agents to learn the new systems. PEER COACH:Maintain open line of communication with Management TeamConducted effective coaching sessions with associates on a weekly basisReinforced Capital One and Debt Management cultureCoach and developed existing associates to meet departmental goals on a consistent basisAct as a "SME"- Subject Matter Expert" and do side-by-sides (for coaching and strategy purposes)Assist in nesting period with new hires and/or temps

United States

RESPONSIBILITIES: Supervised the filling of resident, inmate, employee and ward orders for commissary itemsManaged and monitor the operation of cash register salesPrepared and submit daily transactions reports for the business office Prepare daily charge slips, sales logs and a resident’s or inmate’s debits and creditsCompleted and ordered items for commissarySupervises full-time, part-time and inmate workersSupervised the stocking of inventory Completed inventory inspectionsNegotiated prices and inventory with vendorsResponsible for purchasing budget, commissary inventory and customers accounting dataResponsible for the safety of all employees

United States

United States

Associate Of Applied Science Degree, Business, Management, Marketing, And Related Support Services

Activities and Societies: Phi Beta Lambda, Rotary Club and Phi Theta Kappa

Business Administration And Management, General

Administration Of Justice, Criminal Justice And Corrections