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 &.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.