Perry Lafleur Email & Phone Number

Greater New York City Area

Promote Capital One brand and educate current and prospective customers on products and services that will help them achieve their financial goals, while providing excellent customer service and adhering to stringent regulations.• Provide personalized customer service and maintained a 97% average YTD on Service excellence surveys, which contribute to improved relations with customers.• Educate customers on alternatives to traditional banking, which allow team to focus on securing our customers financial goals and independence. • Advise current and prospective customers about Capital One products and services that contribute to the branch ‘s increased profitability (one of the most profitable branches in the nation).• Builds trust and maintain relationships with the branch’s small business customers.• Increased efficiency in the small business line by developing systems to reduce the wait time and increase productivity.• Increased productivity and efficiency during daily sweeps.

Investigated automotive accidents timely and efficiently to determine our insureds liability, while also negotiating cost and liability with all parties involved, when liability was not clear.• Investigated, determined, and negotiated liability within New York State regulated time frame, which reduced the chance of any punitive measures to the company at large.• Responsible for daily reports, which increased team morale and efficiency. • Championed cost reducing measures to team and customers, which contributed to our regions continued growth.• Advocated for customers to supervisor and manager which contributed to increased customer loyalty.• Supported and assisted teammates at ever turn which promoted a collaborative team atmosphere.• Coordinated team activities to promote teamwork.

Elmont, Ny

• Collaborate with team of four associates to prepare the front end for business• Seek customers who need of assistance • Promote Home Depot’s principle of customers first, by ensuring that customer needs are met• Utilize our company application to better prepare myself for customer service questions

Greater New York City Area

Problem solved real life issues facing different departments within GEICO.• Developed an action plan with a team of three interns that focused on improving the quality of calls by instituting new standards in the training and development of Claims Associates:o Advanced plans to institute new improvement tools and technology (call monitoring).o Presented recommendations and findings to senior and upper management.o Designed creative and innovative plans within the parameters of the project, while also working to overcome any constraints faced.• Developed an action plan with a team of five to help improve the overall customer experience and to increase our net promoter score by streamlining the New Customer Experience:o Presented recommendations and findings to senior and upper management.o Researched the findings of the 2015 JD Power Customer Shopping Insurance Study.o Benchmarked internal customer surveys and sales calls.• Reported on intern activities to the company at large through the Intern Newsletter.

Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General, 3.73

Bachelor Of Art And Science, Business Management