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, measuring and monitoring new systems.- Proactively identify and lead process improvement initiatives and Lean tools. Delegated work to staff, setting priorities and goals.- Assigned and reviewed completed work to verify consistency, quality and meeting deadlines.- Collaborated with Sr. Leadership on projects for customer and agent insights.- Evaluated individual and team business performance and identified opportunities for improvement.- Organized team activities to build camaraderie and foster pleasant workplace culture.

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 one-on-one basis to solve problems with creative solutions to prioritize daily goals.- Demonstrated excellence as an empowering leader with strong coaching and mentoring skills.- Strong work ethic with a professional, positive attitude. Excellent written and verbal communication skills.- Creative problem-solving skills and ability to evaluate multiple solutions to make sound decisions.- Ability to prioritize workload and thrive in a fast-paced environment. Innovative, goal-oriented, well organized, and results driven.

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 are met and the day-to-day is running smoothly.- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and goals.- Delivered positive customer experiences by implementing effective quality assurance practice.- Guided employees on understanding and meeting changing customer needs and expectations.- Hired and onboarded team members to meet immediate and expected demand.- Motivated and promoted team employees from within for key leadership roles.

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 culture by collaborating with department heads and front-line staff to make progressive changes that align with Capital One culture.- Coached team members on metrics/consumer experience behavior identification to improve satisfaction ratings. Delivered constructive call process feedback.- Facilitated individual coaching sessions with Collections representatives to realign productivity goals.- Interfaced with cross-functional support groups to manage daily operations.- Developed and promoted a site wide development pod to help with resources and knowledge.

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 internal staffing needs across Lines of Businesses.- Set and managed performance benchmarks for call center associates.- Resolved team support issues with efficient approach to keep call center operation smoothly and customers satisfied with services. Planned staff and training meeting and schedule conference rooms.- Developed employee performance and satisfaction optimization programs.

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 implemented during training.- Evaluated individuals regularly for progress or growth potential to guide decisions regarding advancement and additional training.- Facilitated orientation and training classes to communicate policies and procedures to new hires.- Implemented and facilitated successful training programs to increase employee engagement, retention and productivity.

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 highest level of professionalism and service to customers.- Maintained strong call control and quickly worked through scripts to address problems.- Asked probing questions to determine service needs.- Navigated through computer systems to review information and respond appropriately to callers.

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