Experience

Health Affairs

• United States
• Book and Periodical Publishing
• 1 - 100 Employee

• Content Marketing Manager

  • Sep 2023 - Present

  Washington, District of Columbia, United States



97 3 wrir Richmond Independent Radio

• United States
• Musicians
• 1 - 100 Employee

• Committee Chair

  • Jan 2009 - Present

  Richmond, Virginia Area • The Commonwealth of Notions – Produced 500+ hours of radio content, developed on-air personality, increased access to local music through music directorship offered due to popularity of the show. • WRIR and The Commonwealth of Notions Presents – Developed, curated, organized and executed this annual fundraising music festival. The primary goals for the event include showcasing the diversity of the artistic community in Richmond and increasing the brand awareness of the non-profit. The… Show more • The Commonwealth of Notions – Produced 500+ hours of radio content, developed on-air personality, increased access to local music through music directorship offered due to popularity of the show. • WRIR and The Commonwealth of Notions Presents – Developed, curated, organized and executed this annual fundraising music festival. The primary goals for the event include showcasing the diversity of the artistic community in Richmond and increasing the brand awareness of the non-profit. The festival has received $15,000 in donations over the course of its existence. • Cultivated strong relationships with donors and listeners, leveraging their feedback to improve the station. Worked with various committees to implement these ideas into our practices. • Worked alongside dedicated volunteer base to consistently reach goal of $40,000 for biannual fund drive. Show less



Capital One

• United States
• Financial Services
• 700 & Above Employee

• Principal Ops Production Coordinator

  • Jan 2022 - Aug 2023

  Richmond, Virginia, United States -As a member of the Horizontal Support team for Credit Bureau Disputes, primary responsibilities include maintaining procedural documents utilized for investigations, ensuring accuracy of materials as aligned with Federal Trade Commission guidelines and consistent communication with Knowledge Management associates for projects. -Upon receiving certification as a Scrum Master, agile practices were managed and incorporated into the team’s initiatives and efforts were made to discover… Show more -As a member of the Horizontal Support team for Credit Bureau Disputes, primary responsibilities include maintaining procedural documents utilized for investigations, ensuring accuracy of materials as aligned with Federal Trade Commission guidelines and consistent communication with Knowledge Management associates for projects. -Upon receiving certification as a Scrum Master, agile practices were managed and incorporated into the team’s initiatives and efforts were made to discover opportunities for greater efficiency. -Throughout the course of working on this team, projects included decommissioning of antiquated systems, developing new processes to accommodate new account types received from conversions, incorporating manual processes to work with intake and referral needs and determining potential risk associated with existing procedures to quickly address and resolve any new and existing concerns. -Additional efforts included maintaining the organization’s Confluence page to provide an archive of in-flight items within our team’s Inventory, Meeting Minutes chronicling trainings, socializations and process approvals, Communications shared within the organization and enterprise-wide and Controls utilized to ensure the department is adhering to company policy.

• Senior Operations Production Coordinator

  • Sep 2020 - Jan 2022

  Richmond, Virginia, United States • Perform extensive investigations of credit bureau disputes received in order to validate ownership of credit accounts while demonstrating agile problem-solving techniques and displaying versatility for evolving policy to incorporate consistent best practices. • Received recommendation for six-month peer leader cohort role due to influence maintained throughout the department as well as a desire for professional development involving introductions to leadership opportunities. • Within… Show more • Perform extensive investigations of credit bureau disputes received in order to validate ownership of credit accounts while demonstrating agile problem-solving techniques and displaying versatility for evolving policy to incorporate consistent best practices. • Received recommendation for six-month peer leader cohort role due to influence maintained throughout the department as well as a desire for professional development involving introductions to leadership opportunities. • Within the peer leader space, responsibilities included supporting leadership with any risk event related priorities, providing consistent guidance to agents on the production floor and surveying potential areas of improvement to provide solutions to senior management. • Task Revamp Project – Goals focused upon revamping existing tasks to reflect current policy, develop new tasks to address changes within the department and present policy updates through Change Control forums to best adhere to aligning core values throughout Credit Bureau Disputes and our adjacent fraud partners. • High Dollar Review – Performs escalated reviews of disputes that fit a specific financial criterion with the goal to prevent any potential loss from higher balance accounts that were incorrectly determined to be fraudulent. • As a result of this escalation process, high balances that totaled $850,000 were recovered and policy updates have been incorporated to provide improved clarification and greater proficiency with department investigations. • Bank/Merchant Verification List – Maintained and improved resources providing verification resources to agents to utilize through their investigations. • While performing routine updates, adhering to regulatory policies as instructed by senior leadership and ensuring the quality of each respective list were being sustained, cumulative improvements were observed in agent’s abilities to complete more cases per hour due to the availability of these resources.

• Customer Service Coordinator

  • Apr 2019 - Sep 2020

  Richmond, Virginia Area • Provide account servicing for cardholders while following federal regulatory guidelines. Demonstrating an understanding of policy and agile problem solving for quick and efficient solutions to customer needs. • Invited to join pilot focusing on New Customer Experience (new accounts from 0-90 days open). Promoting digital functionality of self-service options as well as benefits/perks of new account. Invitation offered due to promising performance metrics displayed upon exiting training and… Show more • Provide account servicing for cardholders while following federal regulatory guidelines. Demonstrating an understanding of policy and agile problem solving for quick and efficient solutions to customer needs. • Invited to join pilot focusing on New Customer Experience (new accounts from 0-90 days open). Promoting digital functionality of self-service options as well as benefits/perks of new account. Invitation offered due to promising performance metrics displayed upon exiting training and starting off on production floor. • Recommended to join Insight team to track trends/issues that are presenting pain points to new customers. Through data aggregated, works directly with banking, digital and specialty operations to develop solutions for trending issues. • Developed peer mentorship program for Total High Spend/Specialty Servicing Department. Conducted side by side sessions to highlight opportunities and areas to grow as an associate, thus improving their performance metrics. • Knolls Communications Newsletter - planned and prepared articles for campus-wide distributed newsletter, highlight leaders in a variety of different departments and celebrating the values of Capital One.



BAMBOO CAFE

• Kitchen Manager

  • Jan 2008 - Apr 2019

  Richmond, Virginia Area • Reduced waste and increased staff productivity by implementing multi-purposing ingredients to be featured throughout menu operations and waste logs. These efforts resulted in savings of $4,000 monthly. • Managed inventory, placed food/supply orders, maintained staff schedule, interviewed/hired/trained new staff. • Coached employees on conflict resolution and improving relationships • Developed and implemented social media strategies to increase brand recognition of small business in… Show more • Reduced waste and increased staff productivity by implementing multi-purposing ingredients to be featured throughout menu operations and waste logs. These efforts resulted in savings of $4,000 monthly. • Managed inventory, placed food/supply orders, maintained staff schedule, interviewed/hired/trained new staff. • Coached employees on conflict resolution and improving relationships • Developed and implemented social media strategies to increase brand recognition of small business in Richmond’s Fan District. • Managed customer escalations by resolving issues as efficiently as possible and empathizing with customer concerns. Show less



Inkwell Design LLC

• Staff Writer

  • Apr 2007 - Sep 2017

  Richmond, Virginia Area • Wrote freelance long-form articles (2000 Words) for print and digital publication. • Worked efficiently under deadlines, drafting process. • Promoted from member of the writing staff to senior writing position in span of three years since first article published • Improved content through continued dialogue with editorial staff and better understanding the goals/mission statement of the publication.