Experience

Mission Lane
• United States
• Financial Services
• 200 - 300 Employee
• Project And Process Manager

  • Jun 2021 - Present


Daybreak IT Solutions

• United States
• Staffing and Recruiting
• 1 - 100 Employee

• Consultant

  • Apr 2019 - May 2021

  Richmond, Virginia Area



Spinnaker Consulting Group LLC

• Consultant

  • Jul 2018 - Mar 2019

  Richmond, Virginia Area



Capital One

• Egypt
• Leasing Non-residential Real Estate

• Senior Manager, US Card Quality Management Operations

  • Oct 2015 - Jun 2018

  Richmond, Virginia Area Senior Department Manager overseeing end-to-end quality monitoring services covering 15,000 call center agents, digital customer services associates and back office production staff across US Credit Card business. Directed a domestic team of nearly 100 associates and matrixed accountability for 40+ off-shore associates.

• Senior Manager, US Card Partnership Operations, Kohl’s

  • Feb 2013 - Oct 2015

  Richmond, Virginia Area Operations lead over end-to-end functions supporting the Capital One Kohl's Credit Card product.

• Senior Manager, Operations, Prepaid Debit Card

  • Feb 2011 - Feb 2013

  Richmond, Virginia Area Directed Prepaid Card operational processes. Lead relationship manager for 3rd party business process outsource vendor; governing execution of card processing, customer service and regulatory compliance.

• Manager, Project Management Office, US Credit Card Loss Mitigation

  • Feb 2008 - Feb 2011

  Richmond, Virginia Area Led the project management office governing the strategic alignment and quality delivery of projects in support of Collections and Recoveries activities. Direct management responsibility for process and project delivery resources.

• Business Manager, Marketing & Product Strategy, Prepaid

  • Feb 2006 - Feb 2008

  Guided a team of product managers in the development and execution of national direct mail, online, and retail marketing campaigns for new consumer prepaid products.

• Senior Product Manager, Credit Card Marketing & Analysis

  • 2005 - 2006

  Developed and managed marketing campaigns to reach customer base of 35M customers for new and existing products via multiple marketing channels, including direct mail, online, and call center.

• Senior Project & Development Manager

  • 2003 - 2005

  Negotiated the technical/business requirements for large cross-functional software development projects and over 200 work requests per month. Oversaw the technical release process for new software functionality; communicated milestones to executive stakeholders and ensured timely delivery. Managed the work load and prioritization of the department’s 20 software developers. Responsible for the management, career development and performance of 7 associates. • Reduced system and… Show more Negotiated the technical/business requirements for large cross-functional software development projects and over 200 work requests per month. Oversaw the technical release process for new software functionality; communicated milestones to executive stakeholders and ensured timely delivery. Managed the work load and prioritization of the department’s 20 software developers. Responsible for the management, career development and performance of 7 associates. • Reduced system and production downtime and non-compliance with legal requirements by achieving 100% adherence to internal software release standards • Led the request for proposal (RFP) initiative to procure core billing software, which resulted in a $15M cost savings across the company; assessed business requirements, evaluated vendor responses, and negotiated for best price and timeline

• Project Manager

  • 2001 - 2003

  Managed customer expectations regarding project timelines and status. Assumed lead technical role on development projects.

• Software Developer

  • 2000 - 2001

  Developed and maintained software applications that generate correspondence for Capital One’s 35M global customers.

• Supervisor

  • 1999 - 2000

  Directed the daily operating activities of a high-volume print and mail fulfillment center. Managed relationships with several outsource vendors; negotiated workload turnaround times and ensured that quality commitments were met.