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Demonstrated experience with Fast learner.

Demonstrated experience with High standards.

Demonstrated experience with Attention to detail.

Demonstrated experience with Adaptability.

Resolved high-volume inquiries related to payments, account access, authentication, billing errors, and website/app issues., Delivered empathetic, clear explanations to de-escalate frustrated customers and rebuild trust during complex service situations., Provided step-by-step guidance on navigating Capital One’s online banking tools, ensuring customers understood processes confidently., Identified patterns in recurring issues and escalated detailed insights to supervisors and product teams to improve workflows., Served as a Trainer, onboarding new hires with coaching on call handling, technical troubleshooting, communication standards, and KPI expectations, contributing to faster ramp-up times and higher team performance.

Supported customers with internet connectivity issues, device setup, software troubleshooting, and home-office tech problems., Performed diagnostics, guided users through repairs, and documented system behaviors to support deeper investigation., Delivered clear, calm technical instructions to non-technical users across phone and chat.

Supported customers with internet connectivity issues, device setup, software troubleshooting, and home-office tech problems., Performed diagnostics, guided users through repairs, and documented system behaviors to support deeper investigation., Delivered clear, calm technical instructions to non-technical users across phone and chat.