Ashley Pitts
Richmond,VA
Summary
Results-driven Senior Case Manager with expertise in problem resolution and compliance management. Facilitated cross-department collaboration and risk mitigation to enhance operational outcomes. Resolved complex issues and developed training processes that improved team effectiveness. Specialized in resource advocacy and case planning, ensuring optimal client outcomes.
Overview
20
20
years of professional experience
Work History
Senior Case Manager
Capital One
Richmond, VA
10.2012 - 11.2025
- Resolved complex complaints in rewards case management program, enhancing customer satisfaction and program integrity.
- Mitigated compliance risks by identifying regulatory violations and implementing corrective actions that ensured adherence to industry standards.
- Coordinated resolution of rewards product upgrade issues across multiple departments, minimizing disruption to operations.
- Conducted training sessions for new case managers and staff, strengthening knowledge transfer and improving operational effectiveness.
Customer Service Representative
Capital One
Richmond, VA
05.2006 - 10.2012
- Delivered exceptional customer service by promptly addressing customer concerns, resulting in increased customer satisfaction.
- Resolved customer complaints with effective communication and problem-solving, improving customer retention.
- Assisted customers with account inquiries and transaction issues, ensuring timely resolutions that built stronger trust.
- Trained new representatives on company policies and customer service best practices to enhance team performance.
Education
Bachelor of Arts - History
Virginia Tech
Blacksburg, VA05-2004
Skills
- Investigative analysis
- Compliance management
- Case documentation
- Problem resolution
- Training facilitation
- Customer service
References
References available upon request.
Timeline
Senior Case Manager
Capital One
10.2012 - 11.2025
Customer Service Representative
Capital One
05.2006 - 10.2012
Bachelor of Arts - History
Virginia Tech