Brittany Jones
Virginia Beach
Summary
Experienced operations professional with a strong background in coordinating production activities and optimizing operational processes. Demonstrates ability to foster team collaboration and adapt to changing requirements. Skilled in resource allocation, workflow management, and quality assurance. Known for achieving tangible results and ensuring consistent operational efficiency. Experienced in coordinating production schedules and overseeing daily operational activities. Utilizes strong organizational skills to maintain efficient workflows. Track record of enhancing productivity through effective problem-solving and process improvement strategies.
Overview
12
12
years of professional experience
Work History
Senior Operations Production Coordinator
Capital One Bank
09.2022 - Current
- Oversee incoming ACH disputes, ensuring compliance with regulations and efficient resolution.
- Develop and implement balancing and settlement procedures, enhancing accuracy and reliability.
- Conduct daily ACH research and respond to inquiries, improving internal and external partner satisfaction.
- Adjust fees and interest credits, optimizing financial accuracy and customer satisfaction.
- Investigate ATM and debit transactions for potential fraud, reducing risk and protecting assets.
- Manage communication systems, including phones and emails, ensuring timely and effective correspondence.
- Organize and conduct weekly production training, boosting team performance and knowledge retention.
- Implement balancing and settlement procedures, ensuring compliance with Automated Clearing House rules, leading to accurate financial settlements.
- Manage ATM and Debit transaction reviews, identifying potential fraud and reducing risk exposure through meticulous analysis.
- Coordinate with internal and external partners to address Automated Clearing House inquiries, fostering effective communication and problem resolution.
- Execute fee and interest credit adjustments, maintaining precise financial records and enhancing operational efficiency.
- Facilitate weekly production training classes, ensuring team readiness and continuous skill development for operational excellence.
- Streamline ACH dispute handling, ensuring regulatory compliance and prompt resolution, driving operational efficiency.
Fraud Intake Coordinator
Capital One Bank
10.2019 - 09.2022
- Analyzed transaction data to identify and mitigate fraud, ensuring secure customer banking.
- Protected customer information by deactivating compromised cards, preventing unauthorized access.
- Verified account details using personal identifiers, maintaining data integrity and security.
- Practiced active listening to gather necessary information and enhance customer satisfaction.
- Documented call interactions in empath-e CRM for accurate record-keeping and follow-up.
- Conducted detailed analyses of transaction data to identify potential fraud risks, enhancing security protocols and reducing fraudulent activities.
- Assisted customers by verifying account details and resolving fraud issues, ensuring protection of personal and banking information.
- Documented customer interactions meticulously using empath-e CRM, maintaining accurate records for future reference and fraud prevention.
- Worked closely with fraud prevention teams to implement effective strategies, contributing to a safer banking environment for customers.
- Implemented fraud detection measures that led to a significant decrease in fraudulent transactions, safeguarding customer assets.
- Evaluated emerging fraud patterns to develop proactive prevention strategies, enhancing overall bank security.
Senior Advocacy Supervisor
Capital One Bank
11.2014 - 10.2019
- Handled and processed customer payments, ensuring accuracy and timely verification with third-party institutions.
- Resolved customer concerns via phone, escalating complex issues to appropriate departments.
- Analyzed customer needs, providing effective solutions to enhance satisfaction.
- Cultivated and maintained positive client relationships, contributing to future business opportunities.
- Collaborated with internal teams to ensure seamless communication and customer satisfaction.
- Led team to resolve complex customer issues, enhancing client satisfaction and retention.
- Implemented streamlined payment verification processes, improving transaction accuracy and efficiency.
- Fostered cross-departmental communication, contributing to cohesive service delivery and customer satisfaction.
- Identified and addressed recurring service issues through data analysis, driving continuous improvement.
- Developed customer service strategies that resulted in measurable improvements in client feedback and loyalty.
- Streamlined payment verification processes, enhancing transaction accuracy and operational efficiency.
Medical Receptionist
Eastern Virginia ENT Specialist
10.2013 - 10.2014
- Greeted patients and visitors, addressing inquiries to enhance their experience.
- Explained practice procedures, improving patient comprehension.
- Verified insurance claims and payments, ensuring accurate financial records.
- Filed and expedited third-party claims, streamlining the process.
- Drafted surgical advisements and collected patient intake information.
- Streamlined patient flow by efficiently coordinating appointments and promptly addressing patient inquiries, enhancing overall practice efficiency.
- Accurately maintained patient records and insurance documentation, ensuring compliance with healthcare regulations and reducing administrative errors.
- Provided compassionate support to patients during their visits, improving patient satisfaction and fostering a welcoming environment.
- Implemented new scheduling system that reduced patient wait times, contributing to improved patient experience and operational effectiveness.
- Analyzed and processed third-party claims, expediting payments and reducing outstanding balances for the practice.
- Implemented a new patient check-in system, reducing wait times and enhancing overall patient satisfaction.
Education
Bachelor of Applied Science - Health Services Administration
Bryant & Stratton College
Virginia Beach, VA06.2024
Associate of Applied Science - Medical Administrative Assisting
Bryant & Stratton College
Virginia Beach, VASkills
- Proficiency in Microsoft Office
- Google Workspace proficiency
- Effective communication
- Clinical terminology expertise
- Insurance claims processing
- Medicare program management
- Medicaid management
- Customer service expertise
- Accurate data entry
- Proficient in remote collaboration
- Analytical problem solving
- Healthcare advocacy
- Insurance policies knowledge
Timeline
Senior Operations Production Coordinator
Capital One Bank
09.2022 - Current
Fraud Intake Coordinator
Capital One Bank
10.2019 - 09.2022
Senior Advocacy Supervisor
Capital One Bank
11.2014 - 10.2019
Medical Receptionist
Eastern Virginia ENT Specialist
10.2013 - 10.2014
Associate of Applied Science - Medical Administrative Assisting
Bryant & Stratton College
Bachelor of Applied Science - Health Services Administration
Bryant & Stratton College
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