Rebecca Byron Email and Phone Number

Handle inbound calls with credit card customers who have inquiries about their accounts. Research and answer customer inquiries and requests regarding products, rates, and services while providing an excellent customer experience and handling concerns through one-call resolution. Ensure all audit and security policies and procedures are followed in accordance with company policy and federal regulations. Assure timely resolution of issues utilizing all available channels. Inform and educate customers to help them make well-informed decisions essential to utilizing their credit card.One of six agents selected to serve as a 2017-2018 Mission Ambassador for the W@H division to champion the Capital One Mission and ValuesRated “Very Strong” for 2015, 2016 & 2017 performance evaluationsRecognized by manager and team members for having extensive knowledge of systems and procedures, often serving as the team Go-To Chosen by manager to assist in the facilitation of team meetings, managing segments and periodically running the entire meeting in the manager’s absenceSelected by leadership to serve as a two-week Nesting Coach in 2016 for a new hire classAppointed as a new hire buddy, to guide and mentor agentsFrequently serve as a point-of-contact during server changes and responsible for helping team members successfully convert during these changes

Handled inbound or outbound calls with customers who were in various stages of auto loan delinquency. Educated customers on account status, attempting to solve customer problems and/or attempt to secure a payment or make payment arrangements. Ensured compliance with state and federal regulations and organizational procedures. Appointed to be a Team Lead, responsible for floor coverage during manager’s absence, handling escalated calls, and helping agents to resolve service issuesSelected to manage team and department contests, taking the lead to develop, coordinate, and implement multiple productivity contestsChosen to serve 6 months on the department Quality Circle to discuss agent concerns and production issues with department leadership; made process improvement recommendations that would have a positive impact on agent performance Consistently requested by leadership to be a Nesting Coach for multiple new hire classesRecipient of multiple Diamond Over Dollar Awards for coaching agents in the Nest and for helping team members improve their performance

Planned monthly mailings for major magazine's billing and renewals. Worked closely with printers, art departments, and accounting departments. Was on site with warehouse, print house, inserters, and USPS sort machines. Helped create artwork and form design. Followed each campaign from the start of the printing until it was on the dock waiting to be picked up by USPS. Awarded the opportunity to work with the department’s biggest clientBecame cross-trained in all departments and capable of assisting in multiple areas when staff shortages occurredSelected by leadership to train new employees, sharing knowledge and best practices