Jennifer Ackerman
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Department Manager
Capital One
01.2021 - Current
- Enhanced department efficiency by streamlining processes and implementing policy improvements.
- Contributed to the creation of long-term strategic plans that aligned with the company''s overall vision and goals.
- Developed strong relationships with numerous lines of business to meet project initiatives and mitigate risks.
- Led a team of professionals to consistently achieve or exceed performance targets.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Provided ongoing staff development opportunities through training programs, workshops, and regular feedback sessions.
- Managed projects efficiently from inception to completion ensuring timely delivery.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Performed statistical analyses to gather data for operational and forecast team needs.
Principal Associate
Capital One
05.2017 - 12.2020
- Managed a diverse team of professionals, fostering an inclusive work environment that encouraged collaboration and innovation.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Spearheaded process improvement initiatives that increased operational efficiency while maintaining high-quality output standards.
- Contributed to risk mitigation efforts through careful analysis of potential threats to operations or profitability, recommending appropriate action plans when necessary.
- Played an integral role in launching successful projects by coordinating tasks among team members while adhering closely to established timelines and budgets.
- Championed a culture of continuous learning, fostering professional development opportunities for staff members to enhance their skills and knowledge.
Senior Associate
Capital One
05.2011 - 05.2017
- Managed high performing associates while fostering professional growth and helping them reach their full potential.
- Boosted overall team morale by creating a positive work environment and encouraging open communication channels among colleagues.
- Implemented process improvements that led to significant time savings and increased accuracy in deliverables.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for stakeholders and the organization.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Monitored customer service metrics and performance indicators to identify areas of opportunity.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
Education
Master of Science - Industrial And Organizational Psychology
National Louis University
Chicago, IL09.2021
Master of Science - Technical Management
DeVry University
Downers Grove, IL04.2019
Skills
- Relationship building and management
- Business development and planning
- Operations Management
- Problem-Solving
- Motivational Leadership
- Decision-Making
- Teamwork and Collaboration
- Work Planning and Organization
Certification
Business Process Management (BPM) Certification
Proficient in Jira and Agile Practices
Timeline
Department Manager
Capital One
01.2021 - Current
Principal Associate
Capital One
05.2017 - 12.2020
Senior Associate
Capital One
05.2011 - 05.2017
Master of Science - Industrial And Organizational Psychology
National Louis University
Master of Science - Technical Management
DeVry University
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