Katie Perez Email and Phone Number

• Collaborate with management in establishing efficiency improvements, improved service quality, time management and risk managing • Perform operational duties to include cash compliance, and control audits• Manage and supervise day-to-day operations on assigned projects• Identify and escalate procedural inefficiencies while working to identify solutions • Assist with resolving customer complaints and maintain communications between vendors, providers, associates and staff• Strive to create a positive work environment that builds trust• Tracking and resolving process breakdowns• Leading and owning oversight of smaller process improvement work and collaborating with teammates on larger initiatives• Coordination, facilitation, implementation, and of all branch operational policies and procedures regarding Capital One processes, critical controls and security requirements • Conduct meetings at all Houston branch for associates• Responsible of the dissemination of fraud updates and security bulletins within the branch, and the ensure all tellers receive updates

Branch Retail Distribution – Assistant Manager• Assure all branches are in compliance with policies and procedures• Responsible for onboarding process of new tellers• Assist with resolving customer complaints and maintain communications• Meet, train and equip tellers to effectively provide customer service • Monitor tellers; ensure customer satisfaction standards are followed• Identify any training needed, and develop activities / workshops for tellers *Promoted to Market Experience Engineering – Operations Specialists*

Market Experience Branch Distribution – Lead Teller• Supervise tellers financial transactions; check cashing, withdrawals, account transfers and deposits• Supervise tellers financial transactions; check cashing, withdrawals, account transfers and deposits • Assist tellers line workflow, cash management, approving transactions, backup duties, operate cash register, accuracy in cash handling and balancing • Maintain personal and productivity goals• Attends training seminars/webinars as required• Provide customer service; resolve customer concerns by assisting customers *Became an Operational Lead through the North Houston District by assisting branches with Audits*

Branch Retail – Lead Teller• Monitor the branch’s cash position to ensure daily cash needs are met and the banks’ use of funds is maximized• Provided new hire training to include security devices, policies and procedures• Reviewed documentation on new deposit accounts to ensure proper procedures were followed, and red flags were properly followed-up and approved• Process deposits, transfers, withdrawals, and other transactions in accordance with established policies and procedures*Ranked first place in sales for the entire district for 3 consecutive quarters in 2012