John Tibbetts Email & Phone Number

Portland, Maine, United States

Highlights:- Second member of the Capital One Trade Credit Workforce Management team, which was built from the ground up by one employee just prior to Capital One acquisition of BlueTarp Financial. Due to the near constant evolution of the team and my role in it, I had to learn new processes and systems quickly. Adaptability was therefore of great importance in this role.- Designed a document which compiled inbound email volume data across Capital One Trade Credit LOB's; the end result became a resource for identifying and predicting volume trends, sparking conversations regarding process improvement and helped team leadership assess agent productivity- Participated in an initiative in which the workforce management team assisted contact center staff with basic technical troubleshooting, which drastically reduced the need for agents to contact the help desk for issues with connectivity, software and hardware

Portland, Maine, United States

Highlights:- Shortly after being promoted to this role the staff of COTC began working remotely due to the COVID-19 pandemic lockdown. I quickly acclimated to remote work and found myself thriving.- While the workforce transitioned to remote work, Capital One continued to integrate the staff into the wider COF ecosystem, as they had acquired BlueTarp Financial only a few months prior. Many systems, such as our phone system and suite of office applications changed. I was proud of my ability to quickly adapt to these changes.- Functioned as a subject matter expert and handled inbound calls from colleagues seeking support -- I made it my mission to empower my coworkers by not just providing the answer to their question, but also to explain the "why"; delivering information in a clear and concise manner meant coworkers did not have to repeatedly ask the same questions- As part of a two person team handling inbound IT (Jira) requests for the CS department, I made detailed tracking of request data a consistent part of the process -- this included requests which did or did not result in an open ticket, which helped identify trends

Portland, Maine, United States

Highlights:- I began this position as an employee of BlueTarp Financial. BlueTarp Financial were acquired by Capital One in 2019 -- Quickly acclimated to a near complete change in systems and software; namely the cloud contact phone system, internal and external email, office software, scheduling and payroll systems

Portland, Maine, United States

Highlights:- This may have been my most important career move, as while I was working at an inbound call center and providing support to our customers, this was my entry into the financial industry and provided my first opportunities to lend my experience and perspectives and drive positive change for the customer service LOB- In addition to furthering my existing communication and service skills, I was responsible for maintaining the Customer Service database to ensure that procedure explanations, contact information and commonly used documents were current and clear -- many database entries were intended to be referenced while agents were on contact with a customer, so concise explanations were of paramount importance

This was an internal move, and the exact start date is unknown

Portland, Maine, United States

Education record

Education record