Nicole Ascheman
Saint Cloud
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
18
18
years of professional experience
Work History
Customer Protection Solutions Manager
Capital One
11.2024 - Current
- Supported CPR agents with complex questions and customer escalations, enhancing resolution efficiency through dedicated escalations phone queue.
- Reported identified fraud trends to management to inform decisions.
- Recognized system issues, escalated for resolution, and participated in technical troubleshooting to minimize disruptions.
Customer Protection Resolution Team Member
Capital One
12.2023 - 11.2024
- Educated customers on fraud risks during account reviews, resolved issues effectively, and ensured a positive experience to ease concerns of potential scam victims.
- Displayed strong customer focus through empathetic interactions.
- Demonstrate the ability and willingness to learn, strong attention to detail, positive attitude and ability to be flexible and embrace change.
Debit Card Fraud Disputes
Capital One
04.2022 - 12.2023
- Ensured compliance with Regulation E regarding timeframes for disputed transactions, minimizing potential risks.
- Analyzed Chargeback processing guidelines to confirm that submitted items adhered to Chargeback code standards.
- Meet performance expectations related to productivity, effectiveness and customer experience.
Customer Service Manager
Capital One
12.2019 - 03.2022
- Applied de-escalation techniques to swiftly resolve customer complaints and technical challenges, improving overall service quality.
- Handled inbound calls and resolved customer escalations, ensuring clear communication and satisfaction.
- Managed system access for agents and prioritized their requests to facilitate operations.
Customer Service Solutions
Capital One
05.2017 - 12.2019
- Managed inbound calls by marketing customer-focused digital financial products to new and existing customers, transferring money, documenting detailed notes for future service, and delivering empathetic customer service aligned with company values.
- Executed routine tasks to support operational efficiency.
- Proposed ideas and solutions that improved team performance and outcomes.
- Collaborated with diverse coworkers to achieve goals and resolve product and service-related issues.
Product Returns Clerk
Precision Optics
03.2008 - 05.2017
- Input prescription data into database, verified warranty information for returns, and communicated discrepancies to opticians to ensure accurate processing.
- Troubleshot order errors and identified solutions to effectively process new lens information.
Education
Certificate - Medical Billing And Coding
Rasmussen College
St. Cloud, Mn05-2017
Skills
- Fraud Prevention
- Problem solving
- Customer Service
- Time Management
- Self motivation
- Empathy
Timeline
Customer Protection Solutions Manager
Capital One
11.2024 - Current
Customer Protection Resolution Team Member
Capital One
12.2023 - 11.2024
Debit Card Fraud Disputes
Capital One
04.2022 - 12.2023
Customer Service Manager
Capital One
12.2019 - 03.2022
Customer Service Solutions
Capital One
05.2017 - 12.2019
Product Returns Clerk
Precision Optics
03.2008 - 05.2017
Certificate - Medical Billing And Coding
Rasmussen College