Kai Andersen Email & Phone Number

Wilmington, DE, US

Richmond, Virginia, United States

• Managed regulatory compliance process, coordinating external communications while minimizing risk. Reviewed outgoing correspondence for quality, brand, regulatory and legal compliance. Worked closely with legal and.
• Established brand and letter standards, as well as process guidelines for 100+ agents. Built the guidelines for all Capital One regulatory complaint responses
• Promoted multiple times internally from customer… Show more Managed regulatory compliance process, coordinating external communications while minimizing risk. Reviewed outgoing correspondence for quality, brand.
• Promoted multiple times internally from customer service to project management
• Recipient of Mission Moment award for going above and beyond, saving a customer hundreds of thousands of dollars
• Earned Scrum Master and business process management certification Show less

Richmond, Virginia Area

• Reviewed outgoing correspondence for quality, brand, regulatory and legal compliance
• Created response letter templates and editorial standards across enterprise-wide communications
• Established objective review process and tangible metrics to create parity over 12 copy editors
• Managed intake process and work distribution assignment for peers and other lines of business
• Supported floor of 100+ executive resolution agents with subject mastery of written communication

Richmond, Virginia Area

• Handled tier 3 complaints, providing comprehensive solutions for the most critical business risks
• Prioritized time and attention across 15+ unique cases daily, managing case deadlines and workflow
• Cultivated both working and in-depth subject masteries and contacts from across card business line
• Remediated risk exposure across company and provided proper feedback using process knowledge
• Continuously suggested and followed up on company-wide process improvement… Show more
• Continuously suggested and followed up on company-wide process improvement recommendations Show less

Richmond, VA

• Provided comprehensive solutions to escalated disputes via dialogue and communicating effectively
• Supervised, supported and provided quality checks for disputes agents using subject matter expertise
• Maintained top departmental scores in all quantifiable metrics for 6+ consecutive months
• Managed workstation technology for 70+ agents, ordering necessary items on behalf of management

Wilmington, Delaware

• Provide exemplary customer service, embodying the Capital One brand in a front-facing position
• Master 6+ independent call types in 5 months, adapting with agility in an ever-evolving environment
• Form effective relationships and quickly acquire knowledge to affect continuous improvement
• Repeatedly streamline customer interface process to eliminate obstacles and ensure quality service
• Consistently exceed expectations via understanding and proactive insight toward customer… Show more
• Consistently exceed expectations via understanding and proactive insight toward customer concerns Show less

Online

• Wrote, edited and marketed text, audio and video content. Responsible for promotion, distribution and marketing as well as creation and performance of all content. Coordinated efforts across hundreds of entities and.
• Multiple 100k+ view videos scripted, edited and monetized entirely by me on YoutubeGave presentations of original content at various… Show more Wrote, edited and marketed text, audio and video content. Responsible for.
• Multiple 100k+ view videos scripted, edited and monetized entirely by me on YoutubeGave presentations of original content at various 20,000+ attendance conventions across the country
• Published works in collaboration with Dignitas Esports and Crunchyroll
• Arranged, organized and moderated town hall interviews with academics and community Show less

Newark, Delaware

• Managed the training, coaching and performance of 10+ customer service associates
• Taught and modeled an expected behavior of leadership to ensure positive customer experience
• Managed labor distribution, employee relations, all associated challenges across diverse workforce
• Provided tactical improvement options to senior leadership for review and implementation
• De-escalated situations daily by acknowledging customer complaints and removing roadblocks
• Translated… Show more

• Served as intermediary, translating technical terminology into valuable customer information
• Diagnosed software and hardware issues on 4-8 separate computers daily, completed repairs
• Balanced budget, changing work process and product offerings to match customer need for laptops
• Researched and learned all relevant information and systems, either by engaging peers or otherwise

• Enforced consistency and brand identity in promotions, social media communications to customers
• Identified and satisfied client needs via communication and dialogue to maintain positive experience
• Created and manipulated artist works daily to fit both product needs and artist requirements
• Interacted with team to establish responsibilities and ensure proper coverage of multiple projects

• Operated camera, jib and lighting equipment to capture video and audio for commercial purposes\
• Used client input to determine possible courses of action to realize their goals
• Edited and formatted video for presentation on local TV and Internet

Delaware

• Managed staff of 10+ writers and editors, assigning deadlines and stories on merit and skill
• Wrote and proofread copy, providing constructive feedback to staff and enforcing style guide
• Switched design from QuarkXPress to Adobe Creative Suite to improve workflow and product quality
• Scouted stories by developing close interpersonal connections and embracing local community

Bachelor Of Science (B.S.), Mass Communication/Media Studies, 3.5

Master'S Degree

Post Graduate Education