Kendra Holt
Washington,DC
Summary
Accomplished Process Coordinator with a proven track record at Capital One, specializing in process management and risk analysis. Expert in leading large-scale platform updates and policy revisions, evidenced by overseeing 10k+ policies and facilitating 6 promotions through an associate development program. Demonstrates exceptional leadership and procedural writing skills, contributing to significant operational enhancements across multiple business lines Detail-oriented professional with 7 years in process improvement.
Overview
16
16
years of professional experience
Work History
Process Coordinator
Capital One
05.2016 - 08.2023
- Product owner responsible for the management of over 10k procedures by maintaining governance standards, assessing and documenting risk concerns, and approving/denying policy change requests from stakeholders.
- Acted as Change Control Approver for 2 years in Fraud Intent, 1 year in Escalations, and 6 months in Small Business.
- Successfully completed 6 large scale internal platform updates in a two year period by completing research and discovery, mapping platform requirements, collaborating with stakeholders, and ensuring user testing.
- Completed 6 month interneship with the Platform Transformation team focusing on internal program design, user testing new workflows, and implementing associate feedback.
- Designed and lead site wide associate development program with 10 top performing associates resulting in 6 promotions within 3 months of graduation.
- Supported 6 lines of business including Small Business, KYC, and Platform Transformation.
Sr Account Manager
Capital One
09.2015 - 08.2016
- Completed 6 month process management internship with Small Business Transformation team.
- Enhanced operations by managing 20+ policy updates quarterly through research / discovery, identifying policies, presenting changes to stakeholders, and issuing communications to impacted departments.
- Acted as SME for Small Business intent by upholding process and platform requirements, answering department inquiries, and reviewing stakeholder questionnaires.
- Enhanced Small Business operations by managing 20+ policy updates quarterly.
Team Lead
Publix
03.2007 - 08.2016
- Directed and supervised team of 16 associates engaged in customer service and operational development.
- Coached team members in techniques necessary to complete job tasks.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Education
Bachelor of Arts - Psychology
University of South Florida
Tampa, FL05.2025
Associate of Arts And Sciences -
Hillsborough Community College
Tampa, FL05.2012
Skills
- Change Management
- Process Improvement
- Risk analysis
- Procedure Writing
- Logistics Oversight
- Critical Thinking
Timeline
Process Coordinator
Capital One
05.2016 - 08.2023
Sr Account Manager
Capital One
09.2015 - 08.2016
Team Lead
Publix
03.2007 - 08.2016
Bachelor of Arts - Psychology
University of South Florida
Associate of Arts And Sciences -
Hillsborough Community College
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