• Accountable for the overall operations of the call center with key performance indicators focused on customer experience, account acquisition, associate development and engagement, business development, technology performance, hiring and attrition, and budget management• Directly managed 6 to 10 Sales Coaches (managers) and 150+ Sales Associates taking inbound calls in a high volume call center• Regularly partnered with various cross-functional teams in order to accomplish department objectives• Mentored and trained staff with an emphasis on leadership, career growth, and personal development

• Launched and managed a flagship Capital One Café in a new market• Oversaw all aspects of customer experience and business development including banking interactions, associate development, event planning, and community engagement• Coached and mentored Café Associates to exceed performance standards pertaining to account acquisition goals and customer satisfaction through personal development and leadership training• Regularly partnered with various cross-functional teams in order to accomplish department objectives• Planned and executed 100+ events both on and offsite to promote the brand and achieve account acquisition goals• Created a key partnership with Dress for Success San Francisco hosting regular career workshops for their clients facilitated by the Café team and their own advisors• Created a key partnership between Capital One and Efma and hosted multiple Café visits for C-Level executives from the world’s most innovative financial institutions, and then invited to present at one of their conferences• Recruited, interviewed, and hired Café Associates for the San Francisco Café • Notable Achievements - Presented the Capital One Café concept at Efma’s Retail Banking international conference in Barcelona, Spain - First Capital One Café to be recognized by Yelp with the “People Love Us” award - Created an environment that inspired a Customer to preplan a wedding proposal in the Café

• Directly managed a team of 15 to 25 Sales Associates taking inbound calls in a high volume call center• Coached and mentored Sales Associates to exceed performance standards pertaining to account acquisition goals and customer satisfaction through personal development and leadership training• Created and led a Six Sigma Green Belt project highlighting increased revenue through account acquisition and designed 12 new training programs and resources for Sales Coaches and Sales Associates used nationally