Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

JESSICA HARRELL

Virginia Beach

Summary

Accomplished Senior Advocacy Coordinator with a proven track record at Capital One. Specializing in customer success management, adept at resolving complex issues. Known for boosting client retention through thorough complaint investigation and exceptional customer service, leading to significant improvements in customer satisfaction levels. Proficient in upholding policies and procedures, with exceptional communication and analytical skills.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Mail Carrier

United States Post Office
06.2023 - Current
  • Delivers mail and packages promptly and accurately to residential and business addresses.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Enhanced customer satisfaction with timely and accurate mail delivery to both residential and commercial addresses.
  • Participated in ongoing USPS training programs to stay current on postal service procedures, regulations, and best practices for efficient mail delivery.
  • Sorted and organized mail by delivery route each day.
  • Operates postal vehicles safely on established routes in varying weather conditions.
  • Obtains signatures for package deliveries as proof of delivery to avoid discrepancies.
  • Collected outgoing mail and ensured correct postage and documentation.
  • Provided customer service by answering delivery questions and handling mail concerns.
  • Reported address changes, hazardous conditions, and undeliverable mail to the postmaster.
  • Maintained accurate delivery records and followed all USPS regulations and procedures.

Sr. Advocacy Coordinator

Capital One
06.2018 - 01.2024
  • Identify and investigate suspicious, delayed, or incorrect payments.
    Review flags for fraud, duplicate payments, or unauthorized transactions.
  • Navigated multiple computer systems and applications and utilized search tools to find information.
  • Collaborated with department leads and senior management to coordinate operations and drive improvements.
  • Provided guidance and mentorship to junior staff members when needed.
  • Resolved escalated complaints and answered questions regarding policies and procedures to over 500 customers a month.
  • Monthly meetings with other leaders on projects involving multiple teams from different divisions.
  • Participated actively in meetings, offering insights gained through experience working directly with customers.
  • Demonstrated ability to effectively manage multiple escalated customer complaints simultaneously and prioritize tasks accordingly.
  • Escalate issues that involve possible fraud or money laundering.
  • Maintained clear, accurate records of all investigations and resolutions.
  • Prepare investigation reports or summaries for management.
  • Identified areas of improvement within the organization which contributed towards better overall customer experience.
  • Exhibited excellent listening skills when dealing with customer grievances in order to provide tailored solutions that met the individual's needs.
  • Supervise, mentor, and support a team of customer service representatives to ensure excellent customer satisfaction and performance.
  • Monitor team productivity, handle escalated customer issues, and ensure adherence to company policies and service standards.
  • Conduct regular training sessions and performance evaluations to improve team effectiveness.
  • Collaborate with management to implement process improvements and resolve service-related issues.
  • Ensure compliance with quality standards and manage conflict resolution in a timely, professional manner.

Technical Support Representative

Capital One
11.2017 - 06.2018
  • Respond to technical inquiries via chat, email, or web-based support systems.
    Help users troubleshoot software, hardware, or network issues.
  • Help customers install, configure, and update software.
  • Walk users through using applications or features.
  • Identify complex issues and escalate them to higher-level tech teams.
  • Document the problem and the steps already taken.
  • og all interactions in a ticketing system or CRM.
  • Maintain records of issues and solutions.
  • Track recurring problems and notify management or IT teams
  • Escalate unresolved issues to Tier 2 or specialized support teams.
  • Resolve basic to moderately complex technical problems.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.

Loss Prevention Security Officer

Norfolk Main Navy Exchange
01.2015 - 11.2017
  • Operated government vehicles to complete audits and ledgers across the state to other NEX locations.
  • Retrieved items that were stolen internally and externally by associates and customers.
  • Analyzed and combined critical data to determine company flaws and lack thereof.
  • Reviewed inventory, completed compliance checks, audits, and manufacturers.
  • Specialized in presenting evidence to align with weeks of investigation potential thieves and internal fraud.
  • Created profiles & cases to assist base police with arrest/convictions.
  • Reviewed files and stored logs to find information for audits and incorrect reported information.
  • Monitor for suspicious behavior to prevent shoplifting, employee theft, or fraud.
    Conduct floor surveillance or monitor security cameras (CCTV).
  • Assisted other military bases & personnel with badge patrol and civilian entry.
  • Calmly and efficiently addressed emergency situations such as safety hazards and threats to life or property, deescalating when possible, and directing shoppers to safety.
  • Attentively monitored store and surrounding areas for signs of attempted theft by customers or personnel, intervening when necessary.
  • Identified areas of vulnerability within the facility's perimeter that could be exploited by criminals.
  • Assisted management in developing effective strategies for loss prevention initiatives such as inventory control measures.
  • Detain suspects (within legal limits) until police arrive.
    Provide evidence and support investigations.

Warehouse Worker/ Cash Handler

Walmart
02.2009 - 12.2014
  • Managed daily operations by working alongside leadership to ensure smooth workflow processes such as order filling, packing, labeling, loading and unloading trucks.
  • Checked packages and merchandise for damage and notified vendors.
  • Loaded, unloaded, and moved material to and from storage and production areas.
  • Cleaned and maintained warehouse in compliance with OSHA safety standards.
  • Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
  • Labeled and accurately moved customer orders to meet shipment timetables and minimize errors.
  • Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations.
  • Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
  • Performed general housekeeping and cleaning tasks.
  • Collaborated with various departments to manage timely delivery of orders and avoid delays.
  • Maintained clean, orderly work environment free of hazards.
  • Verified quantity and description of materials received by checking merchandise against packing list.
  • Verified documentation and condition of freight to assure quality standards were achieved.

Education

Massage Therapy - Medical

Sophia's School Of Massage
07.2024

High School Diploma - undefined

Norview High School

Ongoing Education - Criminal Justice

Everest College
Chesapeake, VA

Skills

  • Complaint Investigation
  • Client Retention Strategies
  • Customer Service
  • Excellent Communication
  • Problem-Solving
  • Customer Success Management
  • Policies and Procedures Adherence
  • Weather tolerance
  • Teamwork
  • Customer service
  • Problem-solving
  • Time management
  • Multitasking

Certification

Massage Therapy

Timeline

Mail Carrier

United States Post Office
06.2023 - Current

Sr. Advocacy Coordinator

Capital One
06.2018 - 01.2024

Technical Support Representative

Capital One
11.2017 - 06.2018

Loss Prevention Security Officer

Norfolk Main Navy Exchange
01.2015 - 11.2017

Warehouse Worker/ Cash Handler

Walmart
02.2009 - 12.2014

High School Diploma - undefined

Norview High School

Ongoing Education - Criminal Justice

Everest College

Massage Therapy - Medical

Sophia's School Of Massage

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JESSICA HARRELL