Jacob Anthony
Midlothian,VA
Summary
Leader with extensive cross-divisional experience in driving innovative strategies, enhancing associate engagement, and improving customer satisfaction. Proven success in performance management, operational efficiency, and leading high-performing teams in dynamic environments. Adept at developing and implementing strategies to address performance gaps and operational challenges.
Overview
20
20
years of professional experience
Work History
Identity Protection and Document Verification Department Manager
Capital One – Fraud and Disputes Organization (FDO)
2024.06 - Current
- Reassigned to a new division to implement and enhance operational excellence
- Manage a team of call center phone and case associates
- Conduct business assessments to identify operational opportunities within the network
- Establish a cross-divisional interaction model for domestic, international, and supplier networks
- Initiate strategy planning to address performance gaps and align priorities.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
Inbound Network Department Manager
Capital One – Fraud and Disputes Organization (FDO)
2019.12 - 2024.06
- Led operations for inbound disputes and back-office case merchant disputes
- Directed operations within the Fraud and Disputes Organization, ensuring performance, adherence, quality, and customer experience met targets
- Fostered a culture of engagement, inclusion, and diversity, achieving best-in-class engagement results
- Developed and executed strategies to improve operational efficiency and reduce costs
- Monitored network performance, identified trends, and influenced strategy adjustments
- Experience leading large organizations of associates, managers, and senior managers.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Evaluated employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
- Enhanced department efficiency by streamlining processes and implementing time-saving strategies.
- Developed strong relationships with suppliers, securing better deals and ensuring timely deliveries.
- Advised upper management on key decisions based on thorough analysis of sales trends, market conditions, and competitor activities.
- Contributed to the creation of long-term strategic plans that aligned with the company''s overall vision and goals.
- Developed comprehensive risk management strategy, mitigating potential obstacles to departmental success.
Senior Unit Manager - Fraud and Disputes Organization
Capital One – Fraud and Disputes Organization (FDO)
2016.09 - 2019.12
- Oversaw inbound disputes and back-office case merchant disputes
- Consistently exceeded operational targets and improved backlog management
- Achieved top-tier engagement results in inclusivity and enablement
- Managed day-to-day operational adherence and compliance.
Area Manager - Supplier Management
AT&T Entertainment Group
2011.07 - 2016.08
- Led distribution segments within the Greater Richmond Area, directly supported Vice President
- Ensured a market-leading customer experience and exceeded sales growth, retention, and revenue goals
- Coordinated strategic direction and execution of agent expansion and channel strategies
- Provided leadership, management, and oversight to business partners.
- Developed strong relationships with clients, leading to increased customer satisfaction and repeat business.
- Developed and implemented strategies to improve customer service and increase sales.
- Optimized staffing levels by closely monitoring workload demands and adjusting schedules accordingly.
Area Retail Sales Manager - Company Owned Retail
AT&T Entertainment Group
2006.02 - 2011.07
- Drove sales of wireless products and services, consistently achieving sales objectives
- Managed store operations, ensured customer satisfaction, and performed operational audits
- Developed and implemented marketing and merchandising programs.
Retail Store Manager
2005.02 - 2006.02
- Led a retail sales team to meet revenue targets and operational goals
- Supervised daily store operations, including hiring, discipline, and scheduling
- Developed retail channels to exceed sales objectives for voice and data services
- Managed financial records, sales performance, and team training
- Ensured high-quality customer experiences aligned with values.
Education
Master’s Degree in Leadership and Sports Marketing -
Virginia Commonwealth University
Richmond, VABachelor’s Degree in Sports Management -
Virginia Commonwealth University
Master’s Degree Internship and Dissertation -
The Martin Agency - Marketing Ventures & Properties Group
Skills
- Problem-Solving
- Goals and performance
- Operations Management
- Decision-Making
- Strategic Planning
- Performance Tracking and Evaluation
- Team Development
References
Available Upon Request
Timeline
Identity Protection and Document Verification Department Manager
Capital One – Fraud and Disputes Organization (FDO)
2024.06 - Current
Inbound Network Department Manager
Capital One – Fraud and Disputes Organization (FDO)
2019.12 - 2024.06
Senior Unit Manager - Fraud and Disputes Organization
Capital One – Fraud and Disputes Organization (FDO)
2016.09 - 2019.12
Area Manager - Supplier Management
AT&T Entertainment Group
2011.07 - 2016.08
Area Retail Sales Manager - Company Owned Retail
AT&T Entertainment Group
2006.02 - 2011.07
Retail Store Manager
2005.02 - 2006.02
Master’s Degree in Leadership and Sports Marketing -
Virginia Commonwealth University
Bachelor’s Degree in Sports Management -
Virginia Commonwealth University
Master’s Degree Internship and Dissertation -
The Martin Agency - Marketing Ventures & Properties Group
Similar Profiles
Nithish MNithish M
4/4: Plant Manager at BLUEWATERS SPC, FDO Company4/4: Plant Manager at BLUEWATERS SPC, FDO Company
Sara M. GandySara M. Gandy
Member Service Representative IV at CCO Fraud and Digital Advanced, Fraud, Navy FederalMember Service Representative IV at CCO Fraud and Digital Advanced, Fraud, Navy Federal
Yasindu HewapaththinigeYasindu Hewapaththinige
Project Manager at The Capital Maharaja Organization LimitedProject Manager at The Capital Maharaja Organization Limited