Jennifer Birchett Email & Phone Number

Virginia, United States

Richmond, Virginia, United States

Richmond, Virginia, United States

Strategic execution on projects within Channels as well as supporting process improvement horizontally. Executes on strategic vision, turning ideas into actions/action plans. Leader for multiple Process Managers to support Complaints for US Card providing insights and recommendations to multiple LOB/L2s.- Improved business process management by executing.

Richmond, Virginia, United States

Provided support to a larger complaints team to own processes end-to-end. Able to make process decisions that will impact 12+ Lines of Businesses for customer insights. Initiates large scale process improvement/ overhauls with data infrastructure. Seen as the spokesperson for the process to support complaints. Accountable for coaching associates on a.

Richmond, Virginia, United States

Operations Leadership for multiple Lines of Business in Collections and Recoveries to develop managers and associates, as well as obtaining department goals. Took on owning business decisions to ensure quality, regulatory and performance was managed consistently. - Worked with many horizontal groups, project managers and process managers to ensure goals.

Chesterfield, Virginia, United States

Managed day-to-day operations with a team of 20+ associates across various departments within Collections. Cross-functional with multiple departments including reporting, staffing, incentives and training to increase productivity and maintain operational standards. Developed and led committees which increased staff morale and created a positive, productive.

Chester, Virginia, United States

Managed day-to-day operations with a team of 15+ associates across various departments within Collections. Also managed a back-office team that supported all manual tool offers that we provided to assist customers. - Led team by instructing, developing, and encouraging associates to exceed customer’s expectations at all times. Created schedules and managed.

Chesterfield, Virginia, United States

Trained newly hired associates with three weeks in-class learning as well as two weeks on the job training to learn their roles as phone representatives in Collections. Prepared hard copy training materials, module summaries, videos and presentations to cater to different learning styles. - Onboarding process to understand Capital One’s culture was also.

Chesterfield, Virginia, United States

Frontline associate to help Capital One customers in Collections as they need it with payment arrangements, questions about their accounts, updating items or offering solutions to help their situation. - Displayed strong communication skills and empathy to handle customer inquiries, complaints or support issues.- Answered incoming calls and provided the.

Bachelor Of Science - Bs, Multi/Interdisciplinary Studies

Bachelor's Degree received with a Minor in English to become a High School English Teacher

Associate Of Science - As