Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Danielle Hayes

Chesterfield,VA

Summary

Experienced Process Manager with excellent background collaborating across product and partner teams to evaluate, document and improve business processes and controls. Consistently leads well managed initiatives to decrease risk and improve processes. Leads and influences change with key stakeholders and collaboration with partners to drive valuable results.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Principal Process Manager

Capital One Customer Resiliency
10.2021 - Current
  • Decreased regulatory infractions by ~75% in regulatory dialing do not call control via ongoing analysis with partner teams and identifying system failures that have since been resolved
  • Developed and implemented business requirements and controls to ensure alignment with new federal/state regulations, resulting in effective controls that accurately identify root cause if systematic failures occur
  • Developed and implemented business requirements and controls to ensure thorough coverage and alignment with the new enterprise destination state dialer
  • Ongoing partnership with the risk team to ensure risk events and issues are documented with root cause and remediation accurately and closed out quickly, eliminating escalation
  • Improved efficiency of the manual suppression tool and decreased manual process risk, this tool is essential in preventing dials for multiple infraction types (TCPA, Do not call, Reg F, etc).
  • Gathered and analyzed large amounts of data across multiple partner teams to determine gaps and system failures to prevent new infractions
  • Partnered with DocMatter team to implement brand new monitoring and adherence for do not call written requests, modernizing the process via OCR and ensuring litigation requirements are met
  • Key partner in multiple project conversions
  • Identified gaps in our existing controls and led the work to have these controls updated to ensure regulatory adherence
  • Influenced and implemented solutions to eliminate manual business control reporting, saving process team ~2 hours of manual work weekly

Sr. Process Manager

SBC Highline Underwriting
11.2016 - Current
  • Designed and implemented interactive tools for partner groups that provides transparency into HLU case status (Salesforce connect and RM CLIP tracker) - reduced ad hoc questions by 50%
  • Created Slack channel with criteria for partner groups to help address process and tech breakdowns - improved customer experience and provides 50% faster response time
  • Implemented AML referral process to allow underwriters to refer high risk business cases for review (reduces reputational risk and chance of financial loss)
  • Implemented EIN update process to ensure underwriter consistency and adherence when the EIN should be changed and why (ensures Capital One is tax compliant)
  • Key process POC for all nCino case management improvements and updates
  • Completed HLU process documentation for audits
  • Improved product consent / product upgrade process that reduced complaints by approximately 25% and improved overall customer experience
  • Implemented new AA's so that underwriters could send accurate reasons as to why a customer was declined and customer is provided clear guidance to improve

Sr. Process Manager

Capital One
05.2014 - 11.2016
  • Managed Principle Based Servicing process for network of 1600+ agents
  • Monitored process performance and metrics in an effort to identify trends and issues /provided recommendations and implemented numerous improvements throughout tenure in role
  • Created and maintained process documentation that met and exceeded process excellence standards
  • Identified deep dive topics and created customer stories that influenced change of multiple policies and procedures in Collections Customer Advocacy Forum with senior leadership (agent talk-offs, agent errors, settlement policy, fee waiver)
  • Facilitated call listening sessions to address agent specific concerns
  • Decisioned account cases in an effort to resolve customer complaints while maintaining case law and regulatory adherence
  • Managed team of five direct reports that worked complex customer requests and complaints

Process Manager

Capital One
08.2012 - 05.2014
  • For Collections business processes (Contactability & Operations processes) held to the IV&V standard
  • Identified gaps with monitoring and implemented automated monitoring to ensure intent was matching execution which identified breakdowns significantly faster
  • Decreased wrong number / contactability complaints by approximately 25%
  • Facilitated and owned BPM open door sessions for Collections network which improved participation rates by approximately 30%

Education

Credits Applied To Associates Degree - General and Business

J. Sargeant Reynolds College

Associate of Arts - Business

University of Phoenix

Skills

  • Process Management & Improvement
  • BPM Coach / Mentor
  • Problem Solving
  • Team Player and Collaborator
  • Detail-Oriented
  • People Leadership
  • MS Office and Google Suite
  • Agile Methodology and Delivery
  • Process Recommendations
  • Process and Procedure Refinement
  • Collaborate Cross-Functionally
  • Key Performance Indicators (KPIs)
  • Risk Management Processes

Certification

BPM Certification, Lean Certification, Behavioral interview certification, BPM Coach, Mentor

Awards: CR Honors Team Award for Back up Dialer (2023)

Awards: CR Honors Team Award for Suppression UI tool improvements (2022)

Timeline

Principal Process Manager

Capital One Customer Resiliency
10.2021 - Current

Sr. Process Manager

SBC Highline Underwriting
11.2016 - Current

Sr. Process Manager

Capital One
05.2014 - 11.2016

Process Manager

Capital One
08.2012 - 05.2014

Credits Applied To Associates Degree - General and Business

J. Sargeant Reynolds College

Associate of Arts - Business

University of Phoenix

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Danielle Hayes