Lead a team of Fraud Recovery Coordinators, coached associates by engaging in researching and resolving cases for our customers exceeding standards and provided exceptional level of service to all customers. • Exceeded all assigned goals at 120% year over year by consistent coaching associates on performance metrics and case management, which led to exceeding service level agreements with cases consistently month over month.• Improved telephone, technical, communication and customer skill performance, which directly reflected highest NPS Scores within the Dept, increasing Customer Experience Score 100% by developing and executing Quality Audit call monitoring tool. • Developed and implemented (Leadership Development Program) new hire management training program for new and existing promoted managers, created several tools kits which increased manager engagement by 70% above past year.

Lead several initiatives to Champion a customer centric culture and own customer experience in the market, achieved the highest Net Promoter Score in the district month over month based on surveys from customers. Created a world class experience for our customers. As a Senior Manager, lead teams of multi-site locations in the retail organization. I was consistently considered a role model in the community and responsible for maintaining Capital One’s high standard of customer service and excellence within the community by building deep relationships and delivering an exceptional customer experience. Consistently took initiative developing and implementing retail banking strategies within the branch districts. Took ownership and accountability for Team growth, well-managed location activities; a best-in-class customer and associate experience and meeting financial and compliance standards within the market. Collaboration is a key to success within Capital One so you will need to develop and maintain profitable partnerships with other lines of business within Capital One. Owned and delivered consistent results around service levels, risk, compliance, and regulatory policies and procedures, ensured that proper security, compliance and bank privacy procedures followed on consistent basis. Successfully delivered new computerized operational tool (Associate Ops Readiness Monitor) training for more than 250 branch employees within 2-month period. Consistently ranked 1st and 2nd in the district and ranked highest in the entire bank for continuously exceeding all sales, service, operational goals.