Brooklynn Ford
Clinton
Summary
Dedicated and results-driven professional with extensive experience in customer relations, front-desk operations, and team leadership within fast-paced environments. Currently excelling as a Branch Ambassador at Capital One, delivering exceptional banking services, operational support, and fostering client trust. Adept at communication, problem-solving, and building strong client relationships, with a keen interest in advancing within the financial services industry by leveraging expertise in team collaboration, cash handling, and service excellence.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
5
5
years of professional experience
Work History
Fraud Account Management - Investigations Solutions
Capital One
06.2024 - Current
- Company Overview: Investigate fraudulent credit card activity and support customers through the dispute resolution process.
- Conduct in-depth reviews of suspicious credit card transactions to identify and mitigate fraud.
- Collaborate with customers, merchants, and internal departments to resolve disputes in a timely and compliant manner.
- Document case findings, ensure accurate reporting, and follow regulatory guidelines for fraud recovery.
- Maintain strong customer trust by delivering empathetic and solution-focused support during sensitive financial situations.
- Investigate fraudulent credit card activity and support customers through the dispute resolution process.
Branch Ambassador
Capital One
08.2023 - Current
- Company Overview: Providing comprehensive customer service and operational support at a busy banking branch.
- Assist clients with account inquiries, digital banking, and transactions to ensure seamless banking experiences.
- Educate customers on Capital One products and services to promote financial literacy and deepen relationships.
- Manage lobby flow, troubleshoot ATM issues, and resolve customer concerns promptly to enhance branch efficiency.
- Collaborate with team members to foster a positive, inclusive environment and support community engagement initiatives.
- Providing comprehensive customer service and operational support at a busy banking branch.
Branch Key Holder
Capital One
07.2024 - 05.2025
- Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
- Resolved customer complaints professionally, resulting in increased customer satisfaction and loyalty.
- Trained and supervised new employees to apply best practices in customer service and store operations.
Teller
Capital One
07.2023 - 05.2025
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
Assistant Manager / Sales Lead
Express
08.2023 - 05.2024
- Company Overview: Led sales team and managed retail operations to achieve business objectives.
- Supervised sales associates, motivating team performance and ensuring excellent customer service.
- Handled opening and closing procedures, including sales reporting and cash management.
- Resolved customer issues professionally, ensuring satisfaction and fostering repeat business.
- Participated in hiring, onboarding, and training new staff to uphold brand standards.
- Led sales team and managed retail operations to achieve business objectives.
Front Desk Assistant
Young World Daycare
06.2021 - 09.2023
- Company Overview: Managed front-desk operations, enhancing administrative efficiency and parent engagement.
- Answered multi-line phones, greeted visitors, and maintained accurate attendance records.
- Processed payments, recorded sensitive information, and maintained confidentiality.
- Created a welcoming environment that improved communication with parents and staff.
- Streamlined daily administrative tasks to support operational efficiency.
- Managed front-desk operations, enhancing administrative efficiency and parent engagement.
Team Member / Trainee
Chick-fil-A
05.2020 - 08.2023
- Company Overview: Provided high-quality service in a fast-paced food service environment.
- Delivered friendly, efficient customer service and managed cash register operations.
- Supported training and onboarding of new team members.
- Contributed to a positive work environment and received recognition for reliability and teamwork.
- Provided high-quality service in a fast-paced food service environment.
Education
Criminal Justice Coursework - Criminal Justice
College of Southern Maryland
La Plata, MDHigh School Diploma -
Gwynn Park High School
Brandywine, MD05.2022
Skills
- Banking & Financial Services Support
- Customer Relationship Management
- Cash Handling & POS Systems
- Digital & Mobile Banking Support
- Conflict Resolution & Service Recovery
- Administrative & Front Desk Operations
- Team Collaboration & Peer Training
- Product Knowledge & Customer Education
Accomplishments
- Enhanced customer satisfaction through personalized service and product education at Capital One.
- Streamlined front-desk operations at Young World Daycare, improving administrative efficiency.
- Led team performance and supported daily retail operations at Express, contributing to sales growth.
Timeline
Branch Key Holder
Capital One
07.2024 - 05.2025
Fraud Account Management - Investigations Solutions
Capital One
06.2024 - Current
Branch Ambassador
Capital One
08.2023 - Current
Assistant Manager / Sales Lead
Express
08.2023 - 05.2024
Teller
Capital One
07.2023 - 05.2025
Front Desk Assistant
Young World Daycare
06.2021 - 09.2023
Team Member / Trainee
Chick-fil-A
05.2020 - 08.2023
High School Diploma -
Gwynn Park High School
Criminal Justice Coursework - Criminal Justice
College of Southern Maryland
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