Robert Shutt Email & Phone Number

Kennett Square, Pa, Us

Wilmington, Delaware

Workforce, Analytics and RoutingManage staffing and workflow distribution for all of our TMO team, covering all lines of business. Provide tracking and analysis on productivity. Organize staffing and work volumes for pilot projects and other various non-BAU work.

Wilmington, De

As an AML investigator with Capital One's Tuning Team, I work directly with our Data Information and Analytics team to refine current defenses as well as test new ones. I also assist with the development of new internal systems and initiatives.

Wilmington, De

Managed a team of 15-30 associates who worked front line fraud prevention alerts for all of Capital One's deposits products on both their branch and online accounts.Worked with strategy partners on optimizing current defenses as well as developing new defenses for emerging fraud trends. Worked with forecasting partners to ensure that daily production was being met based off of staffing needs and to anticipate and prepare for any changes in long-term volume predictions.

Wilmington, De

Assisted with the development and construction of the QA team, as this team had not existed previously. Reviewed associate phone calls and alerts for policy and procedure aherence.Worked with the Fraud Leadership team to call out outliers and help close department wide gaps that were identified during reviews.

Wilmington De

Assisted with the daily staffing and work flow distribution.Worked with the team manager on review and distribution of quality scores as well as 1-1 coaching & personal development.Worked with leadership team on department initiatives.

Wilmington, De

Managed teams of 15-35 associates who were responsible for taking incoming sales and service phone calls. Worked with associates to develop strong product and procedure knowledge as well as the soft skills needed to provide strong customer interactions. Managed phone times to ensure service levels were met on a daily basis.Worked with training partners to develop new materials as the business rolled out new products or initiatives.