Paula Fox Email & Phone Number

Virginia, United States

United States

We combine years of first-hand experience working for Fortune 500 and other innovative companies within financial service and BPO industries to help our clients identify, deliver and sustain the necessary enhancements to drive their business

Richmond, Virginia, United States

• Facilitated monthly and quarterly business reviews within the department and across teams, ensuring smooth operations, fostering collaboration, and aligning strategies to achieve organizational goals.• Enhanced operational efficiency by 20% through the execution of root cause analysis in deficient areas, identifying underlying issues and implementing solutions, resulting in a cost savings of $5 million for the company.• Developed and implemented a Leadership training program, equipping team members with essential skills and knowledge, thereby creating a robust pipeline of leaders ready for promotion within Capital One Bank.• Successfully reduced process bottlenecks by providing comprehensive training and coaching to employees, focusing on best practices, procedures, and performance strategies, resulting in a 25% decrease in department attrition.• Conducted customer service workshops across the department, leading to a 10% increase in Customer Satisfaction scores, prompting the expansion of similar workshops across the company.• Presented comprehensive insights into team performance, key metrics, and strategic initiatives to senior directors and vice presidents, influencing new policy changes that contributed an additional $12 million to revenue.• Led large-scale projects across multiple lines of business, including the launch of a new quality program leveraging targeted AI, resulting in a notable reduction of compliance errors by over 15%.

Richmond, Virginia

• Established and led a new department catering to ultra-high spend customers, overseeing the growth from 20 FTE to over 300 FTE in a hybrid work environment comprising in-office and remote agents.• Inspired and guided Unit Managers, fostering a culture of efficiency, productivity, and unparalleled customer experience among over 200 FTEs, resulting in exceptional results for Capital One's ultra-high spend customers.• Collaborated with Marketing on the creation and rollout of the Capital One Savor product launch, securing a pivotal role in the initiative. The strategic involvement led to a 40% increase in customer projections within the first year of launch, marking it as the most successful product rollout in Capital One's history.• Provided comprehensive analysis and reporting on key performance metrics, coupled with a cost-saving plan, empowering senior management to make visionary decisions. The initiatives implemented added over $3 million to the department's bottom line.• Revitalized training methodologies to enhance customer satisfaction, achieving unprecedented Net Promoter Score (NPS) results for the department. Simultaneously, drove top KPI performance and reduced operational costs.

Richmond, Virginia Area

• Leveraged prior work-from-home experience to spearhead the launch of a remote call center for Capital One, supporting small business credit card accounts.• Initiated with 40 employees, successfully scaled to over 2000 associates, managing diverse programs including High Spend customers, SCRA, and Fraud. This groundwork facilitated a seamless transition to a 90% remote work setup during the COVID-19 pandemic.• Achieved a 25% improvement in overall call center metrics by implementing innovative ideas and strategies, enhancing efficiency, and elevating performance across various programs.• Recruited to lead the SCRA department, tasked with improving performance, customer satisfaction, and compliance. Pioneered and executed a project to introduce a chat channel for SCRA customers and their family members, significantly improving accessibility to support from Capital One. The initiative resulted in a remarkable 35% increase in customer satisfaction.• Played a crucial role in setting up Capital One for the future by establishing and managing a remote call center, showcasing adaptability and resilience, particularly during the challenging period of transitioning the majority of the company to remote work seamlessly.

• Independently managed clients and successfully grew business, contributing to over $5 million in additional revenue in the Collections and Estate Department, while operating remotely• Developed and strengthened relationships as a trusted Relationship Manager for multiple established clients, creating new revenue streams and fostering long-term partnerships.• Oversaw client audits to ensure seamless compliance with PCI, SAS 70, and SSAE16 certification requirements, demonstrating a commitment to maintaining high standards of security and operational integrity.• Utilized exceptional relationship-building skills to cultivate a robust pipeline of new clients, diversifying portfolios and strategically expanding into new markets. These efforts were instrumental in positioning the company for future growth and market expansion.

• Managed multi-million dollar clients, demonstrating proficiency in selling new services and strategically increasing revenue for the company.• Skillfully oversaw client audits, ensuring seamless compliance with PCI, SAS 70, and SSAE16 certification requirements, reflecting a commitment to maintaining the highest standards of security and operational excellence.• Spearheaded the creation of a comprehensive pipeline database, encompassing potential clients from diverse business streams such as Finance, Utilities, and Retail. This strategic initiative laid the foundation for future sustained growth, positioning the company for success in multiple sectors.

• Recruited, trained, promoted, and effectively managed a team of 20 associates, focusing on selling points, advertising credit card applications, and marketing promotions in diverse departments including Athletic Apparel, Swimwear, Juniors, Contemporary clothing, and Denim.• Independently operated in a remote location, achieving outstanding revenue generation and contributing over $10 million in revenue for Convergys.• Developed and enhanced relationships as a trusted Relationship Manager for multiple established multi-million dollar clients, fostering additional revenue streams and ensuring long-term partnerships.• Played a key role in augmenting growth, efficiency improvements, and customer satisfaction through the successful management of multi-million-dollar client projects and the implementation of innovative business initiatives.