Sue Wilson

Experience

• 

  Capital One

  Jan 1998 - now

  • Review teams workflow to guarantee that all resources are effectively used and all deadlines and service levels are met.• Ensure bankers provide the highest level of quality to all Capital One customers by fulfilling requests professionally, timely and accurately.• Effectively develop members of direct team and members of other teams.• Keep department in compliance.• Build strong working relationships with support partners and other lines of businesses.• Additional responsibilities added to manage and coach 83 temporary employees. Show less • In addition to role of Unit Manager, served in role as Secure Message Manager.• Ensured that all customer requests received through secure messaging were worked and replied to within the allotted service level agreement.• Conducted weekly team meetings and coaching sessions for 25 bankers, giving each banker what he or she needed to be successful in their role supporting and encouraging development.• Supported and encouraged bankers in the development of the skills needed to be successful in advancement opportunities. Show less • Lead a diverse group of Customer Service phone bankers, switchboard operators and a Fulfillment team. • Trained and coached the principals of banking on the importance of providing a high level of Customer Service focusing on excellence customer satisfaction scores.• Worked with conversion team going to newly purchased banks, training employees on systems, policies and procedures. • Played an active role in developing, motivating and assisting bankers to take advantage of promotion opportunities. Show less

  • Customer Service Manager | Senior Unit Manager

    Jan 2006 - now

  • Secure Message - Senior Unit Manager

    Jan 2009 - Jan 2011

  • Customer Service Supervisor

    Jan 1998 - Jan 2006