Peter Schell Email & Phone Number

Tampa, Florida, United States

Tampa, Florida, United States

Tampa/St. Petersburg, Florida Area

Managing 15 Sr. Front line specialists who handle escalated customer issues, as well as assisting front line agents with help desk questions. Coach and development these associates to perform at a high level of standard to make sure premier customer service is achieved.

Tampa/St. Petersburg, Florida Area

Selected to serve on an elite team of associates that perform research on potential Tier 3 escalated customers and identify if a call back is required for possible resolution to cardholder concerns. Perform call backs, track results, and identify process improvement opportunities to make recommendations for change. Consult and collaborate with other LOBs to achieve viable solutions for the customer. Provide feedback to Unit Managers about frontline phone agents if necessary. Identify areas of potential process improvements within role and department. Follow up with cardholders on account issues that emerge from agent questions or escalations.Get first-hand customer information and knowledge to improve Capital One products and services.• Chosen by leadership to participate in a 9-month Leadership Development Program• Selected to perform additional responsibilities of data reporting and case distribution

Tampa/St. Petersburg, Florida Area

Promoted to a special advocacy team that is focused on handling escalated CORE customer calls and supporting customers on complaint resolution needs. Interface with designated business area contacts to research customer complaints and/or system breakdowns. Perform cursory assessment of the nature of the customer complaint. Possess extensive knowledge of many systems and processes over multiple areas. Empowered to go beyond the typical service and policy parameters to resolve complex issues and to exceed customer expectations. • Chosen by leadership to serve as a full-time lend to the CAAT team for 8 months• Supported CRT training department for new hire classes and FAST lend agents; Served as a Nesting Coach• Acknowledged for helping to launch the first CRT team and performed special projects assigned by leadership• Selected by manager to assist with facilitating team meetings and disseminating department-wide communications• Assisted with department-wide Associate Engagement to keep morale positive• Held previous position of Senior Customer Service Representative, Loyalty Dept.

Tampa/St. Petersburg, Florida Area

Handle inbound calls from customers inquiring about their Capital One Rewards program. Promote upgrades and product changes to best fit the customer’s needs. Provide program education regarding reward earnings, redemptions as well as basic account information such as payments, interest rate and transaction information. Use “Surprise and Delight” method to connect with the customer after the call in which personalized notes and gifts are sent to thank the customer for their continued business.

Tampa/St. Petersburg, Florida Area

Maintained all cash office responsibilities including accounting for all cash, opening and closing office functions, and supervising office personnel. Processed weekly payroll. Service counter duties included check cashing, refunds & exchanges, answering calls, providing money orders and lottery requests. Managed/Led the customer service department in manager’s absence. • Participated in many volunteer programs (United Way, Habitat for Humanity, MDA)• Received an Excellence Award Pin for a customer compliment sent to the president of the company• Selected by leadership to serve as a Job Class Trainer for the customer service dept.• Chosen to participate in several company pilot programs including New Hire Facilitation, Cash Accountability, and Coupon Policy