- Perform daily, weekly, and monthly testing of business critical SCRA controls and report out results- Engage with Senior Leadership (up to VP) on changes to testing/execution of SCRA controls- Research and identify root causes around discrepancies, and recommend corrective actions - Help monitor the ESCRA Controls & Analytics mailbox- Maintenance of process documentation and visual management boards- Support the formal Continuous Improvement Process by recommending process improvements and acting as a subject matter expert at times- Selected to participate in the Card Risk Leadership Development Program in August 2021- Helped train a new member of the CAP team- Led the Inquiry and Attestation, a business control health assessment, for 15 SCRA controls- Graduated from the Card Risk Leadership Development Program in May 2022- 2022 Q2 Top 5% Support Team ROAR Award Recipient- Received my BPM Certification in March 2023- Led the Control Health Assessment and facilitated the review of 28 SCRA controls- Received my Risk Management Frameworks ABA Certificate in December 2023- 2024 Q2 Support Team ROAR Award Recipient

- Monitored SCRA exception reports- Maintained tracking of agent errors to identify trends and issues- Monitored the ESCRA Reporting mailbox- Researched and resolved a wide variety of issues using good business judgment with little or no assistance- Supported the formal Continuous Improvement Process by recommending process improvements and acting as a subject matter expert at times- Maintenance of process documentation and visual management boards- November 2020 Manager Choice Award- Learned about BPM artifacts including SIPOC & Swim Lanes- Used A3 Problem Solving Methodology to complete a Q4 Deep Dive into Credit Shortfall errors within the SCRA Process- Helped write Audit narratives- April 2021 Manager Choice Award- May 2021 Manager Choice Award

- Responsible for reviewing inbound correspondence from customers and providing a timely decision for SCRA benefit inquiries- Search and identify customer's related accounts through a variety of systems of record- Determine benefit eligibility for servicemembers and their dependents- Navigate through military documentation to be able to locate active duty start dates and other dates used for determining SCRA benefits- Communicate with customers regarding their SCRA request via letters in the mail- Helped with new hire training by doing side-by-sides and provided peer-to-peer coaching - Helped with RPA testing within the SCRA process- Participated in error deep dives to examine the SCRA process- Presented a monthly error trending PowerPoint during my team meetings- April 2020 Quality Shining Star (award given for meeting production metrics and getting 100% accuracy)- Helped write narratives for the OCC exam- June 2020 Quality Shining Star- July 2020 Quality Shining Star- Trained in Fulfillment in September 2020, which is the process of calculating and issuing retroactive SCRA benefits- 2020 Quality All Star (award given for having outstanding quality throughout the entire year)

- Serviced bank accounts over the phone. Completed tasks such as helping open accounts, transfer funds, link bank accounts, funds availability, debit cards, account information, online banking troubleshooting, adding joint holders and beneficiaries, tax information, bank documents, and provided financial tips- Assisted customers with Capital One 360 online banking- Part of the 360 team during the banks national launch advertisement campaign- Part of the first team in Richmond trained on Capital One 360 Bank products- Helped do side-by-sides with new and existing employees to help them learn the systems and provided best practices- Trained in branch banking in May 2019, so I serviced both branch and online bank accounts- Recognized for being in the top 20% in call quality for the month of May - Selected to be a member of the Culture of Growth Feedback POD, the site-based feedback committee for Richmond CSST- As a member of the Culture of Growth Feedback POD, I attended site and national meetings representing my peers in discussions about improving CSST- Recognized for being in the top 20% in call quality for the month of June

• Assisted with sales and provided excellent customer service• Performed local sales calls and deliveries • Interacted with customers in-person, over the phone, and through email

As the Game Operations & Facilities Intern I worked under the Director of Operations in numerous roles. On the operations side, I assisted with all facets of game day management, including facility setup, crowd management and visitor experience. Facility duties were the day to day management of the athletic complex including field management, general maintenance, and event setup.

Prepared and delivered sandwiches. Interacted with customers both in the store and out of the store on a daily basis. Worked as a team to accomplish daily tasks. Gained experience in a fast-paced environment and developed great customer service skills.