Brian Baker
Capital One
Glendale
21
Years of experience
Dedicated professional with over twelve years in operations and customer service. Skilled in problem-solving, teamwork, and fostering a culture of continuous improvement. Committed to driving operational excellence and enhancing user experiences.
Work History
Senior Personal Loan Specialist
5 Months- Educated borrowers on the importance of timely payments, contributing to an improved overall repayment rate among clients.
- Participated in professional development programs to stay current on industry trends and legislative changes impacting consumer lending practices.
- Conducted regular training sessions to enhance team knowledge of lending regulations and policies.
Field Operations Agent
7 Years 11 Months- Analyzed performance metrics to identify areas for process improvement, driving operational excellence.
- Led initiatives for system upgrades, enhancing user experience and functionality of loan management software.
- Provided timely support to customers through chat, addressing inquiries and resolving issues efficiently.
- Implemented feedback from management to continually improve performance metrics within the chat support team.
- Enhanced customer satisfaction with timely resolution of issues, clear communication, and follow-up on concerns.
Personal Loan Acquisition Specialist
1 Year 8 Months- Analyzed loan applications to ensure compliance with underwriting guidelines.
- Collaborated with compliance teams to address regulatory requirements in acquisitions.
- Monitored contract performance against established metrics, identifying areas for improvement and initiating corrective actions as needed.
Customer Service Representataive
1 Year 10 Months- Resolved customer inquiries via phone to enhance satisfaction and loyalty.
- Implemented strategies to reduce call handling time while maintaining high service quality standards.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
Call Escalation Group
3 Years 4 Months- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
Account Manager
4 Years 1 Month- Utilized CRM systems to track performance metrics, providing insights for strategic decision-making.
- Cultivated strong partnerships through regular communication, addressing client needs proactively and effectively.
- Achieved recognition for outstanding client service, contributing to team's reputation for excellence.
- Enhanced team performance with regular training sessions on product knowledge and customer service excellence.
Card Member Assistance
1 Year 9 Months- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Worked effectively in fast-paced environments.
Education
Associate of Science - Video Production/Technology
Skills
Operational efficiency
Process documentation
Teamwork and collaboration
Problem-solving abilities
Reliability
Effective communication
Timeline
Senior Personal Loan Specialist
Capital One
01.2026 - 06.2026Read More
Field Operations Agent
Discover Personal Loans
02.2018 - 01.2026Read More
Personal Loan Acquisition Specialist
Discover Personal Loans
06.2016 - 02.2018Read More
Customer Service Representataive
Discover Financial Services, DFS
08.2014 - 06.2016Read More
Call Escalation Group
Discover Financial Services, DFS
04.2011 - 08.2014Read More
Account Manager
Discover Financial Services, DFS
03.2007 - 04.2011Read More
Card Member Assistance
Discover Financial Services, DFS
06.2005 - 03.2007Read More
Maricopa Community Colleges, Glendale Community College
Associate of Science from Video Production/Technology
Read More