Project Management, Quality Assurance, Process Improvement, and Data Management for Capital One's Commercial Bank

Provide executive leadership and oversight for 70 staff in operations, customer service, legal, and technology roles: taxi driver licensing, criminal background checks, call center, data analytics, service design, and technology project management. Set strategy, design policy, drive efficiency in business processes, and promote quality customer service. Key Accomplishments: Achieved 41% year-over-year reduction in processing time for new driver licenses while volume of new applications increased 20%. Implemented multiple technology improvements to drive efficiency and automation, including paperless application workflow, streamlined document processing tools, and user-friendly applicant-facing upload and status check tools. Instituted performance management practices for call center and lost property operations. Increased the number of calls handled by 37% percent within a 12-month period.Implemented landmark 2018 city council legislation to curb the growth of Uber and other for-hire vehicle services. Balanced legal mandates against operational and customer realities. Set agency policy, drove new technology to operationalize legal mandates, and directed customer service delivery in a resource- and time-constrained environment.