Kimberly Jackson
Richmond,VA
Summary
Highly motivated Quality Assurance Team Lead associate with a desire to take on new challenges. Offers experience with payments, refunds and deposits on Banking, US and Non US Card accounts with a strong work ethic. Adds value to any organization in need of great collaboration and multitasking abilities. Extensive computer skills including knowledge of Microsoft Office and Google Suite products. Effective in a dynamic and ever changing environment, with little to no supervision. Been recognized as being a quick learner, motivated and a strong team player.
Overview
23
23
years of professional experience
Work History
Quality Assurance Team Lead
Capital One
Richmond, VA
01.2023 - Current
- Conducted regular reviews of QA processes and procedures to identify areas for improvement.
- Facilitated effective communication between the Quality Assurance team and other departments within the organization.
- Provided leadership, guidance and mentorship to junior members of the QA team.
- Coordinated training sessions for new hires on quality assurance processes and procedures.
- Stepped up and covered when Principal Associate moved to another team.
- Conducted interviews for potential new hires
Principal Coordinator
Capital One
Richmond, VA
09.2021 - 01.2023
- Perform QA on a variety of functions including payments and deposits
- Perform Manager Reviews on a monthly basis to ensure the QA agents performed the QA accurately
- Work on projects including standing up a new QA process with Enterprise Banking and Payment Authority
- Present process overviews to Compliance, Vendors and Leadership
- Utilize numerous systems to perform QA including Ease, TSYS, Imagesoft, Acquire, Empath, Hubble and Converse
- Perform QA and report results to vendors such as Exela and Deluxe
- Perform month end reporting by updating decks and reports with QA results for leadership to have for their MBR meetings
- Utilize Fuse/Prime to retrieve QA results from outside departments
- Train new agent on the processes when she joined the team
Principal Coordinator
Capital One
Glen Allen, VA
04.2017 - 09.2021
- Provide floor support for Specialty Operations
- Provide Leadership with weekly outage report to mitigate company losses
- Work escalated request from other departments to ensure the customer's request is handled in a timely manner
- Identify process improvements to mitigate risk to the business
- Collaborate with different departments with reporting to educate and prevent regulatory errors
- Perform monthly QA's and provide feedback and coaching to associates if needed
- Extensive knowledge with researching credit balance and payment refund requests
- Worked on request from audit with the Sr. Manager and Director to provide documentation and answer any questions about our processes
- Analyze reporting and communicate trends to ensure we are properly staffed
- Manage multiple shared mailboxes to ensure all requests are worked and assist associates with any questions they may have
- Worked on multiple projects including onboarding of Omega, ACI, SOAR and OnePay to our department
Sr. Coordinator
Capital One
Glen Allen, VA
01.2012 - 04.2017
- Research for suspicious activities on accounts and escalate them to management
- A SME of various financial systems including Global One, PeopleSoft, PIE web, Recon, ORCC/ACI and Recap/Omega
- Research outstanding items by utilizing various Bank Systems and reports to obtain detailed information to help mitigate loss and charge offs
- Understand upstream and downstream impacts to account reconciliation
- Ensure guidelines, aging policies and appropriate reporting is completed to make sure we stay within our SLA's
- Worked on numerous Risk Event projects
- Updated and created procedures on processes for the payment/refunds team
- Manage multiple deliverables and deadlines appropriately
- Assist with requesting access for associates
- Manage multiple reports and provide information for MIS reporting
- Managed the mailbox for escalated refund issues on Partnership accounts
- Submitted numerous CVOA's and worked with my team or other departments to have the changes implemented
Coordinator
Capital One
Glen Allen, VA
01.2001 - 01.2012
- Research adjustments done within the CA (charge adjustment) ledger to ensure the items where adjusted to the customers account accurately
- Process Balance Transfer and Secure Card requests for customers
Education
Accounting
Strayer University
2010
Associates - Information Technology
Bryant & Stratton
2000
Skills
- Training and development
- Quick learner
- Processes and procedures
- Continuous Improvement
- Process improvement
- Dependable and reliable
- Cross-Functional Teamwork
- Critical thinking abilities
- Coaching and Mentoring
- Quality Assurance
- Decision-Making
ACCOMPLISHMENTS
Received SPOT awards from Director for standing up a new process with Enterprise Banking and Payment Authority Worked on numerous projects to Change Banking for Good.
Timeline
Quality Assurance Team Lead
Capital One
01.2023 - Current
Principal Coordinator
Capital One
09.2021 - 01.2023
Principal Coordinator
Capital One
04.2017 - 09.2021
Sr. Coordinator
Capital One
01.2012 - 04.2017
Coordinator
Capital One
01.2001 - 01.2012
Accounting
Strayer University
Associates - Information Technology
Bryant & Stratton