Connor Herr Email & Phone Number

Washington, Dc, Us

Mclean, Va, Us

Lead a team of product managers within the self-service CX space for web and mobile. Our mission is to build products to support our customers dealing with financial hardship and are currently past due on their credit card. We aim to ensure that these customers can can not only get back on track but are set up for long-term personal financial success as well.

Mclean, Va, Us

Cardholders miss payments for a multitude of reasons, one of the most prevalent being a current hardship. COVID has shown how easy it is for anyone to have an unforeseen life event significantly adjust their financial health. Within the customer resiliency team we will be taking on the project of proactively identifying customers trending toward missing a payment or in the early phases of charge-off without a clear path forward. Then, empathetically engaging to provide relief and light the path forward. Capital One's mission is to "Change Banking for Good". We will remember this everyday as we look to build solutions that work for our customers to further that goal.

Mclean, Va, Us

Work with multiple tech teams in both the front-end and back-end experience spaces for our Small Business Bank customers. In the front-end, our focus is in understanding how our customers lives are made more tedius by their banking experience and delivering solutions that frees them to focus on what is truly important. Work along with design partners to put together research studies and interviews to hone in on solutions that work for our customers and partner with tech to bring solutions to production.In the back-end space, work in a cross-functional team across data-science, fraud, and tech to deliver solutions that keep our customers safe and build trust. Leverage the AWS tech stack to deliver flexible models (both ML and non-ML based) to protect against both first and third party fraud.

Mclean, Va, Us

Worked as a horizontal analyst within card CX with a focus in specialty servicing of customers. Sought to uncover areas for improved efficiency and/or improved customer satisfaction. Utilized tools such as Tableau, SQL, and Python to analyze data and presented findings and recommendations to senior leadership.Rotated to a role as the analyst supporting a tech team in small business fraud. Analyzed the efficacy of a machine learning model built to detect check fraud.

Mclean, Va, Us

Developed the business case for a potential new app in the cashless money movement space. Partnered with tech to develop an app wireframe, led customer empathy interviews, and built/analyzed surveys to arrive at a recommendation. Additionally, helped to support analysis for the valuation for a potential new acquisition.

Helped to produce and edit investment teasers and documents for clients. Presented these proposed changes to the heads of the start-up companies in order to generate as much investment for their first and second rounds of funding. Periodically maintained a research database throughout employment.

Assisted Plant Manager in developing mathematical processes to guide production of specialty wire products and applications meeting tight size, resistance, and tensile strength tolerances for clients; independently created advanced spreadsheet to track and record status of all inventory as it moved throughout the plant

Bachelor’S Degree, Applied Economics And Management

Master Of Accounting