Ralph Reeves Email & Phone Number

United States

Leads a team focused on protecting Capital One's assets by ensuring Retail Bank associates, contractors and vendors have the appropriate access to technology resources. Areas of responsibility include:-Application Onboarding-User Lifecycle Controls-Application Access Controls-Access Management Advisory/Consultant Services-Access Certifications-Access & Control Governance

Wilmington, Delaware, United States

I moved into the Retail Bank line of business, leading the Technology Support Services function within the Bank Voice Contact Center.Scope includes:-Access Management for two (2) sub-LOBs-Incident Management-Technology Defect Support-Asset Management-Business Continuity & Crisis Management

Wilmington, De

I’m a leader within the Tech SOX Governance space, accountable for managing a team of three (3) employees focused on delivering high-quality implementation and execution of Sarbanes-Oxley (SOX) Controls within the Technology Line of Business (LOB).The team I lead provides direct oversight and tracking of ~118 Tech LOB SOX Controls of various types and partners with Accountable Executives, Designees and Control Performers to ensure successful control execution and testing. Key activities include participating in Narrative Walkthroughs with key internal stakeholders and external audit partners, developing Remediation Plans and performing Impact Analysis to determine the extent of issues identified. I am also the Accountable Executive Designee for five (5) Segregation of Duties SOX Controls that are centrally managed within my team.

I originally joined ING DIRECT leading their “System Access” team and was integrated into Capital One as part of an acquisition in 2012. I was a key lead on the integration team as we migrated the entire ING DIRECT access function into the Capital One enterprise process.I was accountable for managing the Enterprise Access Provisioning program within Identity & Access Management. My team consisted of ~110 team members located across five (5) geographical areas and provided services to 75,000+ internal users. Areas under my scope of support included Access Provisioning, Access Terminations, End User Support (Incident Tickets/Email Inquiries), Projects and Knowledge Management/Technical Documentation. This was a high-volume program where it was critical that Key Performance Indicators (KPI’s) and Service Level Agreements (SLA’s) were met/exceeded. We received 60,000+ Access Requests, 1,000+ Incident Tickets and 5,000+ email inquiries per month. I also had oversight of a Managed Service Agreement (MSA) where I supported the contract, financials and overall relationship.

I returned to AAA Mid-Atlantic in 2010, working out of their Hamilton, NJ location. I joined the Forecasting & Scheduling department where I was responsible for creating and managing schedules for Contact Center Agents in Emergency Road Services, Member Services, Insurance and Travel using Blue Pumpkin Workforce Management.I was also responsible for tracking agent schedule adherence and time-off, as well as producing weekly schedule variance reports between existing schedules and required schedules for current and project call volumes.

I worked in the Customer Services & Solutions department, providing extraordinary service to consumers in a high-volume, inbound call center environment. I was responsible for maintaining knowledge of products and services to deepen customer relationships, while exceeding sales and metric-driven goals in an aggressive environment. I was consistently a top sales achiever among the team.

I took on part-time work as a Consultant with Working Solutions, partnering with a variety of clients in the areas of Customer Service, Support, Billing and Sales. Assignments included EchoStar/Dish Network, MyCreditHealth and Asurion/Verizon Wireless.

I was only in this role for 2-months due to the company ceasing operations in November 2009.In this role, I contacted prospective students who visited ComputerTraining.edu to invite them to take pre-qualification exams for Microsoft IT Certification programs that were offered. I would also partner with them to schedule a campus visit so they could learn more about the course offerings.I was responsible for reviewing admissions applications and answering any questions they had about the program. I also worked closely with the Directors of Admission and Directors of Placement across 25 Microsoft IT Academy Campuses to ensure successful show and enrollment rates.

This position was a 3-month temporary position, providing a variety of services to government clients to assist in managing receivables and confidential documents. I was responsible for having security clearance as mandated by the Federal Government.Initially, I was a Level 1 Rep, processing automobile rebate claims, then moved to a Level 2 Rep, performing quality assurance approvals/rejections of claims submitted by Level 1 Reps. I was responsible for maintaining knowledge of various state-wide insurance and registration trade requirements and maintaining a high accuracy rate and adhering to audit and control policies in place. After this program ended, I was promoted to a Level 3 Rep, processing various government forms/applications.

In this role, I performed as a leader within the Identity & Access Management space, responsible for leading a global team of 8 employees, dedicated to ensuring the successful Provisioning and De-Provisioning of System Access, as well as supporting Access Related Incident Tickets. I was responsible for ensuring my team met/exceeded Enterprise SLA's for a high-volume team and service. We were required to process 98% of all Access Requests within 2 Business Days and 100% of Access Terminations within 1 Business Day. Incident Ticket SLA's varied by severity type, but 98% were resolved within 1 Business Day.I was the Subject Matter Expert (SME) for anything access-related and was responsible for insourcing new applications to the team, ensuring provisioning tools were available 100% of the time and making sure approvals/routing within the tools were functioning as designed. I was a key decision maker during our migration from our first access request tool, CCBAR, to the destination tool, EURC, where I also conducted round tables with internal customers to ensure we were delivering the best possible product.

In this role, I handled call volume routing, agent scheduling & exceptions and time-off approvals to ensure proper staffing of multiple Enterprise Help Desk call centers across Delaware, Texas, Illinois, India and England.I utilized eWorkforce Management and TCS to perform daily schedule-related tasks, as well as to plan agent schedules 12-months in advance and schedule all meetings and training 2-weeks in advance. Since these tools were critical to ensuring successful call center operation, I also had to ensure that the system data was 100% accurate and that real-time interfaces were operational 100% of the time. In addition to daily tasks, I also provisioned system access to eSchedule Planner (eSP), eWorkforce Management (eWFM) and Real-Time Adherence (RTA). I was also responsible for updating procedures and analyzing workflow processes to make service improvements where necessary.

I was selected to move to the Executive Support Office in 2004, where I handled escalated inquiries from various internal and external sources, such as the Leadership Team, Better Business Bureau, Public Utility Commission and local/state offices. I was required to provide the best service possible and represent Comcast on behalf of our President/CEO, doing whatever possible to bring proper closure to issues.

In 2003, I was promoted to the workforce management space, where I handled call volume routing, agent scheduling/exceptions and time-off approvals to ensure proper staffing of multiple call centers. I used eWorkforce Management and TCS to manage agent schedules and exceptions, including off-phone activities. I also used Real-Time Adherence to manage real-time status of adherence to schedules.

I performed as a call center agent in the Advanced Products & Services Call Center, receiving inbound calls and e-mails from customers regarding technical support, billing and sales for various products and services.I consistently exceeded established metrics, which included Average Handle Time (AHT) and Sales, as well as received various awards. I was often pulled to act as a Case Resolution Specialist, helping speak with customers requesting a supervisor.

At AAA Mid-Atlantic, my core responsibilities included working in the Emergency Road Service Call Center, receiving and processing calls from customers requiring services, such as emergency road service and other membership-related services. I was also cross-trained in the areas of Dispatch and Member Relations, as well as helped train new hires and performed various administrative tasks for Human Resources as needed.Shortly after starting with AAA, I was trained to help fill in as acting supervisor, helping to coordinate associate scheduling/staffing, as well as monitor call volume to ensure the call center was meeting SLA's. This role also included taking escalated calls from members, where I would need to use solid judgement and quick thinking to make decisions and give advice to customers and call center employees. I would often need to use my customer-centric approach to de-escalate calls and help provide positive member experiences.When I accepted my position with Comcast in 2002, I stayed on part-time with AAA Mid-Atlantic until 2003, filling in when they needed additional support.

I started with Wal-Mart as a Cashier and was quickly promoted to Customer Service Manager within a month of being with the company. My eagerness and willingness to learn and get into management is the reason my manager at that time gave me this opportunity at 16-years old. I was responsible for supervising a team of 20-30 front-end and cash operations associates during any given shift. This included coordinating scheduling, coaching, developing and training the associates, as well as delivering performance appraisals. I was also cross-trained in the areas of Layaway, Customer Service, Claims, Receiving and Accounting and acted as a store Support Manager as needed.