1. Aleta R. Shook
Contact Phone: (918) 430-8513
Contact Email: Aleta.Shook@hotmail.com
_______________________________________________________________________
QUALIFICATIONS
High-energy, results-oriented professional with over ten years of team management, technical
support, and customer service experience. I have a proven ability to motivate employees to
achieve optimum performance levels based on my strong leadership qualities, strategic thinking,
and astute relationship management skills. I possess an exceptional ability to build long-term
productive relationships, resolve complex issues, handle complaints from internal and external
customers, and win customer loyalty. I am extremely efficient in fast-paced and stressful
situations as well as being effective in time management and prioritization.
PROFESSIONAL EXPERIENCE
Capital One Auto Finance |Tulsa, OK| Sept 2011- December 2015
Manual Collections Unit Manger
Responsible for coaching and motivating a team of up to 18 associates to achieve or exceed
monthly business goals for Late Stage collection accounta
• Promote and continue successful agent growth and development by providing relevant
and timely feedback in bi-weekly coaching sessions while promoting personal
accountability
• Monitor and manage administrative duties such as maintaining accurate leaders logs,
verifying correct time entry, and timely distribution of business updates
• Department Queue Break point of contact- accurately forecasting monthly staffing
needs and personnel distribution between collection departments to ensure even
staffing levels. Requires immense focus on details, constant and proactive
communication between departments, training and nesting, recruiting, and Department
Managers
Secure Messaging Specialist
• Evening and Weekend POC for agents working weekend schedule to provide continuous
availability and response to customer messages
• Worked 60 to 100 secure messages per day. Included answering customer questions
regarding their account status, online issues, and payment questions.
2. • Handling escalated messages from customers sent to the “comment SD’ or
comments@capitalone.com mailbox. These messages have a higher likelihood of turning into
Corporate Complaints if not resolved quickly and efficiently.
MIC Backup Role
• Backup support for Manager in Charge Desk
• Monitor and report on daily and monthly service levels; utilize levers as needed to
maintain SLA’s
• Resource for UM’s to schedule meetings, approve time off phones, and enter exceptions
• Communicate Service Level needs to both peers and superiors in Tulsa and Plano
Key Accomplishments
2014 We Care Committee Leader
2014 ALPS Mentor
LMU/LSA Certified Trainer
Stand Up Role as Team Lead in Customer Care Twice for approximately 6 – 10 weeks at a time
(2012-2013)
ALPS 2012 Graduate
• Program designed for future COAF leaders personal and professional development
• Key points of focus practical creativity, decision making, stress management, career
skills, and branding
Echostar Communications, LLC. DBA DishNetwork | Tulsa, OK| Mar 2009-Nov 2010
Coaching Support Specialist (12/09-11/10)
• Directly supervised 4-5 team leads and 20+ agents per lead
• Oversaw 20+ customer service representative direct reports, monitoring and coaching their
performance in all metrics
• Monitored service levels, call volumes and schedules; took action needed to ensure customer
satisfaction, cost control, and efficiency
On the Job Trainer/ Mentor (07/09-11/09)
• Provided feedback, coaching, and handled escalated customer complaints and issues,
ensuring one call resolution
ADDITIONAL CAREER EXPERIENCE
• Floor Supervisor and Customer Relations| Enlyten LLC Tulsa, OK
• Customer Service Consultant | MetLife Tulsa, OK
• Customer Service Representative | AT&T Wireless Tulsa, OK
