Lamar Wilson Email & Phone Number

Glen Allen, Virginia, United States

Facilitation of project execution and ensuring adherence to Capital One’s Construction Management PMO policies and procedures. Responsible for ensuring our organization in a Well Managed manner meets its regulatory and legal requirements across multiple programs. These programs include Capital One’s New Build, ATM, Facility Management, and Branch Decommissioning programs. ▪ Serving as the Retail Construction PMO Governance lead since July 2022, currently accountable for Project Tollgating and Construction change control governance. Lead the facilitation of weekly Tollgate and Construction Change Control meetings to ensure continual adherence to established tollgate programs and policies. ▪ Management of Program policy and procedure documentation. Overseeing Continual Improvement efforts and consistent alignment with programmatic changes across all stakeholders and other vendor partners. ▪ Provide primary support of a Well Managed and Audit Ready Always environment. Routinely conduct process improvement, documentation, implementation and process re-engineering review efforts. ▪ Provide primary back up support to Financial Governance and Analysis Programs. Facilitation on a needed basis the socialization and approval of all Capital or Expense expenditures. Program provides analysis and reporting on the Capital budget across all construction programs and lease renewals.

Glen Allen, Va

Plan, design, manage and execute ATM deployments using ATM MAC processes to coordinate multiple External Vendors and Internal Partners. Accountable as the project owner and manager for completion, scope completion and expected results. Summarize deployment progress, identify project/process gaps, recommend controls, and communicate to leadership/stakeholders.▪ Serving as lead within the ATM Fleet Refresh space since January 2020, currently accountable for the team performing yearly forecasted Replacements of ATMs in the Capital One Bank fleet. Led efforts in the development of Metrics reporting for Fleet Refresh to ensure greater transparency and program status is regularly communicated to all stakeholders. ▪ A primary driver in developing and managing the multiple vendor relationships supporting Capital One Bank’s Target stores/ CRA Retail deployment model/strategy▪ Served as lead for all BAU Target Partnership activities as the liaison between Capital One, Target and Cardtronics in 2018 ▪ As project lead, successfully staged and deployed ~250 ATMs to Target and CRA (Community Reinvestment Act) locations during 2018, which laid the strategic groundwork for future and Capital One Bank’s ongoing deployments▪ Identified improvement opportunities within the Target strategy method which have been implemented to ensure a smooth deployment process and ongoing servicing support model▪ As part of the Target Partnership Team, successfully staged, deployed and supported over ~600 Partnership ATMs in support of Capital One Bank’s National Expansion efforts into existing and new markets ▪ Supported MAC activities related to the mobile ATM fleet and ATM Test Lab terminals▪ Partnered with ATM Lab to successfully relocate the Capital One ATM Test Lab consisting of 25 terminals from East Shore location to the Knolls Campus, while providing installation and configuration support▪ Managed installations of ATMs to support customer migration from closing branch locations

Glen Allen, Va

Manage and ensure the availability of the ATM fleet which is comprised of approximately 2000+ terminals. Monitor and troubleshoot any down production ATMs nationwide. Last point of contact for escalated ATM hardware issues, software and network related issues within ATM TOC. - Partner with senior leadership, branch managers, and external vendors to manage service expectations of 3rd party vendors - Partner with 3rd party vendors (via phone and/or remotely) to troubleshoot and resolve ATM outages across the fleet - Compose and monitor several data reports that measures daily fleet availability, reliability which is distributed company-wide - Complete daily reporting for the ATM Daily Exceptions process which ensures customers are properly credited for deposits made at the ATM when technical issues arise

Glen Allen, Va

Managed servicing and escalations for clients during the disputes process for Capital One issued Visa and MasterCards as a Subject Matter Expert. Last point of disputes supervisory contact via phone for Capital One clients. - Routinely educated clients on the disputes process and required documentation needed by established guidelines - Assisted front-line agents as a help desk contact for technical support for system issues and consultation for complex dispute cases - Ensured expedited resolution of uses while utilizing all available channels and resources - ROAR award recipient – 2014

Glen Allen , Va

Managed rewards servicing for clients by redeeming, educating and resolving customers’ questions. Addressed specific account questions in a timely fashion, while providing excellent customer service on every call. - Facilitated payments via phone as well as activated/closed customer accounts - Promoted the utilization of Capital One cards to maintain continued customer loyalty - ROAR award recipient – 2011 - Provided peer coaching and facilitated team meetings

Richmond, Virginia Area

Investigated and resolved various issues/requests for customers which included gathering additional information, setting expectations, providing follow-up and working with other support organizations. - Retained knowledge of multiple products to deepen relationships with customers to better enhance sales and service efforts - Performed various account-related transactions and referred customers to the appropriate lines of business - Proven record of successfully resolving customer escalations and maintaining an outstanding service record

Richmond, Virginia Area

Investigated and resolved various issues/requests for customers which included gathering additional information, setting expectations, providing follow-up and working with other support organizations. - Retained knowledge of multiple products to deepen relationships with customers to better enhance sales and service efforts - Performed various account-related transactions and referred customers to the appropriate lines of business - Proven record of successfully resolving customer escalations and maintaining an outstanding service record

Lynchburg, Virginia Area

Served as Platoon Sergeant for the Headquarters Platoon beginning in 2005 until the Company’s reorganization for further deployment readiness. In charge of a Platoon size element of Marines stateside with various Military Occupational Specialties (MOS). - Maintained strict accountability of Marines under my charge at all times and ensured that disciplinary actions were carried out fairly and in a timely manner when deemed necessary - Responsible for all weapons and other military issued gear for the Platoon - Promoted the advancement of job skills for Marines by offering classes in MOS specific and non-specific courses alike - Ensured the mental and physical conditioning of and counseling of my Marines - Served as Communications Chief while deployed to Iraq in support of Operation Iraqi Freedom from 2004-2005 - Maintained strict accountability for all the Platoon’s communication equipment and the security for all secret level cryptographic loading equipment