Shavondi Cousins
Richmond
Summary
Personable, innovative, and dedicated individual with extensive experience in the banking industry, customer relations, and utilizing consistent and organized practices. Knowledge in managing records and important data. Flexible, solid team player with proven skill in establishing rapport with clients and successfully working in challenging situations. Professional demeanor, self managed, independent judgement skills with positive attitude. Great ability to prioritize, lead, and handle pressure in highly demanding environments. Motivated, fast learner who’s driven and determined to maintain exceptional results, satisfaction, and contribute to company success. Demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
26
26
years of professional experience
Work History
Loyalty Account Supervisor (Hybrid)
SimpliSafe
Richmond
03.2023 - Current
- Provide Excellent Customer Service and extreme attention to detail
- Multitask and Conduct research for home security system issues
- Troubleshoot components when necessary to ensure safety of customers
- De-escalate calls and handle escalated issues
- Utilize Problem Solving and Negotiation skills to assist customers
- Track, follow up, and create updates on customers’ accounts
- Investigator of suspicious activity alerts and fraudulent transactions
- Analyze client data for financial service issues
- Support agents with security account related issues
- Assist with payments, customer billing process issues, and customer research
- Participated in Mover Reactivation test group for process improvements
- Process home security returns and requests
- Handpicked as a member of the Loyalty Advisory Council
- Selected for peer-to-peer coaching
- Chat support
- Calls chosen for listening parties for training
- Provide best practices and metric recovery training to aid peers
- Exceed goals and adherence each month
- Research and evaluate alarm events
- Prevent account closures by utilizing negotiation skills (Customer Retention)
Owner/Operator
Tipsy Cupcakes RVA
Richmond
11.2018 - 11.2022
- Provided Excellent Customer Experience
- Verbal and Written Communication Skills
- Built Customer Loyalty program to establish rapport with customers
- Conducted customer research and reviews to gain insights into user needs and preferences
- Exceptional multitasker in high pressured environment
- Prepared payroll for employees
- Promoted business and advertisements on media platforms to maximize brand identity and generate revenue
- Oversaw staff hiring and initiated training to streamline operations
- Perform Administrative functions and maintain records
- Facilitate communication with clients for customer marketing
- Managed day to day operations and order requests
- Developed business and marketing plans and prepared monthly financial reports
- Enhanced operational performance by developing effective business strategies, systems and procedures
- Created and implemented successful sales strategies leading to team exceeding monthly sales goals
- Maintained a deep understanding of industry trends in order to develop innovative solutions
Senior Risk Coordinator
Capital One
Glen Allen
06.2017 - 11.2018
- Demonstrated excellent customer service by guiding customers to resolve delinquent bank accounts via inbound and outbound calls
- Assigned as lead for skip tracing investigations
- Operated systems to investigate and skip trace customers’ accounts for accuracy
- Administered recommendations to collect full balances
- Utilized strong negotiations skills to assist customers with charged off accounts via: payment arrangements and settlements
- Developed and implemented strategies to mitigate risks
- Nominated as member of T.E.X. committee to promote changes in associate development
- Participant in developmental meetings with management for department
- Selected for Quality Assurance (Lend team) to assist with call listening and call calibrations
- Helped peers with best practices and development
Senior Recovery Coordinator
Capital One
Chester
07.2007 - 06.2017
- 13 time ROAR Award Winner
- Provided excellent customer service by assisting customers to resolve legal eligible accounts via inbound and outbound calls
- Utilized strong negotiations skills to assist customers with charged off accounts
- Self managed in a manual work environment
- Performed investigations for account disputes
- Created payment and settlement arrangements
- Navigated systems to investigate and evaluate customers’ accounts for authenticity
- Designated to assist peers with procedures and suggestions for successful growth
Account Supervisor
Capital One
Glen Allen
01.2005 - 06.2007
- Provided excellent customer service by utilizing negotiation and multitasking skills
- Handpicked to support with Fraud department investigations
- Worked on lend with Fraud Recovery team regarding investigations for financial crimes and alerts
- Assisted with lost/stolen reports and Fraud Investigations Team
- Aided Quality Assurance department with call listening and monitoring as needed
- Multitasked and managed caseload for customer email correspondence requests
- Handled escalated calls for various departments
- Demonstrate fast typing skills to organize and maintain records
- Researched accounts and applications
- Trained associates and help with Delta Specialty Operations cases
- Proficient with Microsoft Office
- Attended team meetings
Manager
A&N Athletic Outfooter
Richmond
01.2000 - 01.2005
- Provided excellent customer service
- Managed associates and day to day operations
- Completed shipments and maintained inventory
- Updated Schedules and Payroll weekly
- Organized store
- Prepared store for sale promotions
- Utilized Communication Skills to dictate essential duties for store
- Handled customer complaints and queries
- Cross functioned with other teams for daily store necessities
- Delivered Bank Deposits
- Promoted Sales
- Traveled and assisted other store locations with day to day operations
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Ensured compliance with regulatory requirements and industry standards
Education
Associate of Applied Science - Info Technology Computer Network Systems
ITT Technical Institute
2007
Business Information Systems
VCU
2003
Skills
- Multitasking
- Excellent Customer relations experience
- Strong Verbal and Written Communication Skills
- CX Analytics experience
- Exceptional Interpersonal Skills
- Product Management
- Microsoft (Office) Excel/Powerpoint
- Google Suite/Google Workspace Expertise
- Strong Analytical Skills
- Time Management expertise
- Data analysis and management
- Call Center Operations
- Calendar management
- Task management
- Collaborative Problem Solver
- Collections/Recovery Expert
- Quality Assurance Experience
- Financial Operations Industry
- Fraud Investigation Experience
- Online Chat Experience
- Research and Analysis
- De-escalation experience
- People Skills
- Excellent Organizational Skills
- Self-Motivated and self managed
- Payroll Experience
- Supervision & Leadership
- Critical Thinking
- Information Management
- High Production Environment
- Relationship Management Skills
CERTIFICATION
- Anti-Money Laundering Concepts: AML, KYC and Compliance
- Registered Virginia DCJS Electronic Security Employee
- Project Management Foundations
- Payroll and Tax Fundamentals
Timeline
Loyalty Account Supervisor (Hybrid)
SimpliSafe
03.2023 - Current
Owner/Operator
Tipsy Cupcakes RVA
11.2018 - 11.2022
Senior Risk Coordinator
Capital One
06.2017 - 11.2018
Senior Recovery Coordinator
Capital One
07.2007 - 06.2017
Account Supervisor
Capital One
01.2005 - 06.2007
Manager
A&N Athletic Outfooter
01.2000 - 01.2005
Associate of Applied Science - Info Technology Computer Network Systems
ITT Technical Institute
Business Information Systems
VCU