TaVonna Dixon
Hampton
Summary
Experienced and detail-oriented professional with a strong ability to coordinate complex tasks and maintain seamless operations. Adept at managing schedules, resources, and stakeholders to achieve project objectives. Recognized for fostering teamwork and excelling in dynamic environments, consistently making valuable contributions to organizational achievements.
Overview
7
7
years of professional experience
Work History
Principle Ops Coordinator - Card Information Team
Capital One
08.2023 - Current
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
- Supported successful project completion by meticulously reviewing and updating project plans to reflect changing needs and objectives.
- Entered data, generated reports, and produced tracking documents.
Customer Resiliency Call Center Floor Supervisor
Capital One
10.2019 - Current
- Leader-endorsed to assist in managing and developing a team of frontline associates who are the liaisons for our Capital One collections customers
- Responsible for managing, developing and motivating a team of 10-15 associates and striving to exceed departmental standards of customer service and experience
- Proctors continuous feedback and coaching to improve and maintain quality customer experience, effectiveness and efficiency goals
- Manage and further develop business level departmental metrics to higher efficiency standards
- Define monthly metrics with Unit Manager and clearly communicate with teams
- Motivate and develop associate to assist in helping them achieve desired career goals and cultivate a career journey
CRT Floor Supervisor Intern
Capital One
01.2019 - 10.2019
- Participated in a six month rotation directly supporting agents in a leadership capacity, while ensuring to foster an environment of learning and development, while exercising a strong degree of judgment and discretion
- Coached and developed associates to improve productivity, efficiency, and effectiveness
- Partnered and collaborated with Unit Managers to foster a consistent culture of growth and innovation based on department trends
- Servant Leader between agents and managers which helped to increase engagement and team morale
Senior Complaints Coordinator - CRT
Capital One
03.2018 - 01.2019
- With the use of strong communication skills, able to deliver messages in a clear, concise and fact based manner, whilst using customer service and empathetic approaches, to calm escalated situations and focus on a solution
- Handle customer complaints from receipt through to resolution using a variety of channels
- Maintains membership within the Synergy group which is aligned to cultivate leaders within the Customer Resolution department and prepare them for future leadership opportunities
- Consistently sought after to be on team and departmental projects due to my consistent efforts to perform quality work and gain additional knowledge
Education
Bachelor of Science - Business Management
Strayer University
Herndon, VA05.2023
Associates - Human Services
Kaplan University
Davenport, IA10.2014
Skills
- Professional Development
- Risk Mitigation Strategies
- Workflow Optimization
- Team Leadership
- Cross-Functional Teamwork
- Process Enhancements
- Advanced Google Workspace Skills
- Experienced with Microsoft Office Suite
Accomplishments
- Certificate of Completion, 06/01/19, Capital One's Synergy Program. Maintained consistent focus within the Synergy program which was aligned to cultivate leaders within the Customer Resolution department and prepare associates to embark on beginning a career journey and gaining additional leadership insight and future opportunities.
- CRT Subject Matter Expert, 07/01/18, Consistently sought after to be on a team as a SME and piloted/ongoing departmental projects due to my consistent efforts to perform quality work and gain additional knowledge.
- Onboarding Boot Camp Initiator, Initiated and created the current Onboarding Boot Camp for Floor Supervisor Interns and Permanent Floor Supervisors.
- LDP Graduate (Leadership Development Program) Jan 2023
- Q4 ROAR Recipient - Top 5%
Achievements
CRT - Synergy Program - June 2019
LDP Graduate (Leadership Development Program) Jan 2023
Timeline
Principle Ops Coordinator - Card Information Team
Capital One
08.2023 - Current
Customer Resiliency Call Center Floor Supervisor
Capital One
10.2019 - Current
CRT Floor Supervisor Intern
Capital One
01.2019 - 10.2019
Senior Complaints Coordinator - CRT
Capital One
03.2018 - 01.2019
Associates - Human Services
Kaplan University
Bachelor of Science - Business Management
Strayer University
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