Gaetano Furio
Elkton
Summary
Hardworking and reliable with strong ability in troubleshooting and customer service. Offering fast, accurate customer
service. Highly organized, proactive and punctual with team-oriented mentality.
Overview
11
11
years of professional experience
Work History
Bank Escalated Solutions Manager
Capital One
03.2021 - Current
- conduct research in a meticulous, methodical, organized, and timely manner
- Ensure that policies & procedures are being adhered to and carried out throughout all processes within the bank.
- collaborate, communicate, and coordinate risk reviews alongside legal, compliance, and fair lending reviews.
- effectively communicate with customers regarding their escalations and ensure a positive customer experience throughout the escalation process.
Branch Support Specialist
Capital One
01.2018 - 03.2021
- Supported branch associates relations through friendly, knowledgeable and positive communication.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Mentored team members and managed employee relationships.
- Answered customers questions and explained available services such as accounts, trust documents and business documents.
Customer Service Representative
Capital One
01.2015 - 01.2018
- Reviewed account and service histories to identify trends and issues.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Mentored junior team members and managed employee relationships. De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
General Manager
Ninos Pizza
01.2013 - 01.2015
- Trained, managed and motivated employees to promote professional skill development.
- Assisted in recruiting, hiring and training of team members.
Education
High School Diploma -
Pencader Charter
New Castle, DE06.2009
Skills
- Excels in team leadership
- Employee training/Certified Adjunct Trainer
- Team building
- Customer service
- ability to multi-task and work independently Strong organizational skills Team player
- Accountable
- Willingness to learn
- Adaptable
Timeline
Bank Escalated Solutions Manager
Capital One
03.2021 - Current
Branch Support Specialist
Capital One
01.2018 - 03.2021
Customer Service Representative
Capital One
01.2015 - 01.2018
General Manager
Ninos Pizza
01.2013 - 01.2015
High School Diploma -
Pencader Charter
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