Summary
Overview
Work History
Education
Skills
Timeline
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BARBARA C. LAMPLEY

BARBARA C. LAMPLEY

MISSOURI CITY,TX

Summary

Recruitment Professionals,

I am submitting an application and resume in the hopes of obtaining this new and exciting opportunity. During my long tenure in Commercial Card here at Capital One I have gained a variety of skills and also experience that I am confident will allow me to add value to this new team and new product it will support.

I am a proactive department manager offering a combined total of 18 years of hands-on experience in operations, with 10 of those years here in Commercial Card. I am a dedicated people leader with proven skill in creating a high-performance team to successfully manage client onboarding and client support, as well as designing accompanying processes and related metrics to measure success. I am also a strategic-thinker experienced in successfully engaging employees and encouraging each to reach their highest potential while enhancing customer satisfaction with focus on the client experience while working on even the most technical or complex implementations.

Overview

26
26
years of professional experience

Work History

Sr Department Ops Manager

Capital One, N.A
12.2019 - Current
  • Worked as Sr Department Ops Manager in both Commercial Card and the Beyond Card / Smart Pay teams.
  • Created and led a team designed to support high-line high-value client and technical implementations from end to end for Strategic Sales and LOB Card or Enterprise.
  • Created and let a startup Operations team to support the Smart Pay product through MVP to current, as well as partnered with Product on the new payment offering under development including testing. The team was responsible for Supplier Outreach, Servicing, Risk Management (Monitoring), and Onboarding support.
  • Coordinated efforts required to fully launch programs and work streams which includes execution, training, internal support and/or technical assistance and issue management.
  • Established positive and effective communication strategies among partner teams, stakeholders, and leadership, reducing miscommunications and increasing alignment.
  • Identified and resolved unauthorized or ineffective practices; established risk mitigation processes and controls.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands that also include full process documentations and documented controls where applicable.
  • Formulated processes to improve assistance to internal support groups and partners.
  • Collaborated with Operations stakeholders and teams to refine procedures, devise best practices, quality metrics, and correct quality audit findings.
  • Directed initiatives to achieve regulatory compliance, foster best practices and meet both quality and client experience standards.
  • Trained and guided team members to maintain high productivity and performance metrics; trained additional leaders in the Onboarding space.
  • Served instrumental role in organizational transformation in support of Treasury Management/LOB Card alignment efforts.

Senior Support Specialist / Onboarding Manager

Capital One Bank Treasury Management
01.2012 - 12.2019
  • Commercial Card Provide training, support, and escalation resolution
  • This includes servicing all clients and providing training as needed
  • Submit enhancement requests from clients, sales, and the internal team
  • Oversee the development of internal and external client resources
  • Maintain a variety of Treasury Management reports for both research and compliance
  • Conduct maintenance and provide service for clients
  • Manage large card deals and accounts; this includes overseeing the implementation process, managing recurring meetings, and communicating with sales
  • Monitor and manage team workflow and activities.
  • Developed and implemented training initiatives for new hires.

Senior Tax Reporting Analyst

Invesco Aim Invesments
01.2003 - 01.2012
  • Successfully executed year-end regulatory and reporting jobs for six years
  • Accurately completed required IRS mandatory filings before deadlines Performed regular audits; Reporting and analysis functions
  • Built and managed a variety of reports for research and compliance; prevented errors and repeatedly identified potential issues and resolved those issues
  • Evaluated, processed and tracked IRS notices quickly and accurately Reconciled tax payments and deposits;
  • General accounting functions Internal auditing and balancing duties
  • Served as an internal tax contact; Provided customer service excellence
  • Developed and documented business requirements for tax functions;
  • Instrumental in creation of daily and annual procedure documentation Represented Tax Reporting on a variety of special projects and teams;
  • Was successfully able to complete reorganizations, and conversions Interacted with business partners concerning tax form production Assisted the training department with research and presentations;
  • Created and conducted two successful tax training programs reviewed by attendees and management as “Excellent”

Client Services Representative III Phone Support

Invesco Aim Investment Services
01.2000 - 01.2003
  • Responsible for efficiently servicing internal & external clients receiving recognition from clients and upper management
  • Processed shareholder and dealer requests accurately and efficiently maintaining quality and efficiency scores of 95% or above
  • Completed account maintenance and processing with 98% accuracy
  • Served as Retirement Contact (processing)
  • Created and maintained focus reports as Adhoc Contact
  • Assisted with construction of tracking database in Access Assisted other departments as needed including Operations

Call Center Team Lead

Primeco PCS
01.1996 - 01.1999
  • Supervised a team of 15 call center associates
  • Successfully coached and trained representatives and promoted customer service excellence
  • Raised team quality scores from 80% to 97%
  • Monitored call tracking and trends, created and maintained reports used by management to gauge business and training needs
  • Handled escalated calls and resolved the majority of these escalations without need to escalate further
  • Conducted research on technical issues and opened trouble tickets as needed to resolve client concerns

Education

BACHELOR OF BUSINESS - Business Administration And Management

Prairie View A & M University
Prairie View, TX

Master of Science - Business Management / Project Management

University of Phoenix
Tempe, AZ

Skills

  • Crystal Reports / Business Objects
  • Recon Plus; QuickBooks; GAAP
  • Google & Microsoft Applications
  • Commercial Card Platforms - Subject Matter Expert
  • Commercial Card Operations Management
  • Training and Development
  • Motivational Leadership
  • Compliance Reporting & Regulatory Management
  • Research and Analytical Skills
  • Process Management
  • Extensive Financial Services Experience
  • Project Management / Project Requirements
  • Business Process Reengineering
  • Workflow Planning

Timeline

Sr Department Ops Manager

Capital One, N.A
12.2019 - Current

Senior Support Specialist / Onboarding Manager

Capital One Bank Treasury Management
01.2012 - 12.2019

Senior Tax Reporting Analyst

Invesco Aim Invesments
01.2003 - 01.2012

Client Services Representative III Phone Support

Invesco Aim Investment Services
01.2000 - 01.2003

Call Center Team Lead

Primeco PCS
01.1996 - 01.1999

BACHELOR OF BUSINESS - Business Administration And Management

Prairie View A & M University

Master of Science - Business Management / Project Management

University of Phoenix

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BARBARA C. LAMPLEY