Carlotta Jackson
Henrico,VA
Summary
A professional in financial services with a Major in Finance who has an eye for numbers and people.
Overview
13
13
years of professional experience
Work History
Quality Assurance Principal Operations Coordinator
Capital One
04.2022 - Current
- Performs regular audits on processed transactions to maintain accuracy and reduce instances of errors or discrepancies
- Partners with leadership to identify internal and external process improvements identified through QA
- Collaborates with cross-functional team as project needs arise
- Integrates feedback received by Audit, Compliance, and other partners to ensure QA review is mitigating risk appropriately
- Streamlines payment operations by implementing efficient processes and procedures
- Maintains up-to-date knowledge of banking regulations affecting Payment Operations Specialist's responsibilities, ensuring ongoing compliance
Payment Exceptions Principal Coordinator
Capital One
01.2017 - 04.2022
- Established a strong working knowledge of various payment systems/platforms used within the organization for seamless navigation between tasks
- Wrote and implemented work procedures for restitution, small business loans and commercial card functions resulting in a process for associates to follow
- Became a liaison between Capital One and vendors to assist with monitoring payment processing channels and handling escalations
- Processed and researched all wires coming into Payment Exceptions ledgers as well as built out procedures and facilitated meetings with the wire investigations team
- Contributed to system improvements by submitting feedback on payment-related software enhancements or fixes needed
- Developed training materials for new hires in the Payment Operations department, contributing to their success in the role
- Coordinated and organized team outings to promote engagement and team morale
- Served as Morale representative for the Associate Engagement Team
Sr. Advocacy Coordinator
Capital One
09.2015 - 01.2017
- Handled calls from frontline associates where cardholder requests to speak to supervisor
- Received and documented cardholder complaints
- Support efforts to drive company Action Plans and hold route organization accountable for executing against those plans.
- Tracked escalations relevant to advocacy priorities, informing organization''s strategic direction accordingly
Sr. Frontline Specialist
Capital One
05.2015 - 09.2015
- Field inbound chat questions to inform and educate agents to make well-informed decisions
- Review documentation, ensuring to meet policy guidelines
- Enhanced customer satisfaction by providing exceptional frontline support and timely solutions.
- Update account information and complete accurate documentation
- Reduced wait times through effective multitasking and prioritizing tasks in a fast-paced environment
- Delivered outstanding results under pressure, managing high-stress situations with professionalism and poise
Customer Service Coordinator
Capital One
01.2014 - 05.2015
- Perform account level research and advise customers of products and services that may benefit them
- Assisted with implementation of Principle Based Servicing
- Helped train and develop new hires on policies and procedures
- Stayed abreast of all changes, developments and enhancements for all systems, products and upgrades for the team and the department
- Peer coaching to help develop new hires.
Teller
Virginia Credit Union
05.2011 - 01.2014
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed
- Maintained and built positive member relationships
Education
Bachelor of Science - Finance
Old Dominion University
01.2010
Skills
- Adapting
- Planning Events
- Process Streamlining & Implementation
- Facilitating
- Motivating
- Strategic Planning
- Proficient in Microsoft Office Applications
- Excellent Verbal & Written Communication
- Risk Management
- Quality Assurance
- Project Management
- Problem-Solving
- Time Management
- Multitasking
- Attention to Detail
- Adaptability and Flexibility
- Team Collaboration
- Interpersonal Skills
- Audit Support
- Internal controls evaluation
Timeline
Quality Assurance Principal Operations Coordinator
Capital One
04.2022 - Current
Payment Exceptions Principal Coordinator
Capital One
01.2017 - 04.2022
Sr. Advocacy Coordinator
Capital One
09.2015 - 01.2017
Sr. Frontline Specialist
Capital One
05.2015 - 09.2015
Customer Service Coordinator
Capital One
01.2014 - 05.2015
Teller
Virginia Credit Union
05.2011 - 01.2014
Bachelor of Science - Finance
Old Dominion University
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