Kratarina Richardson-Massenburg
Henrico,VA
Summary
A Customer Service Professional and Leader with extensive experience in a wide range of industries including financial service, education, retail services and health and fitness. Strong skills in leading and managing, training, sales, coaching, problem solving and organizing. An enthusiastic leader and individual contributor willing to help in any way toward high team performance.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Zelle Operations Manager
Zelle Ops Capital One
05.2023 - Current
- Review and validate processes for adherence and regulatory needs
- Design and produce metrics used to measure recovery efficiency and effectiveness
- Subject Matter Expert on multiple recovery processes and drainage channel methodology
- Manage and lead a high performing team of 14 multi-site associates
- Process Manager for Teleopti for Zelle Operations
- Meet Reg CC & Reg E requirements
- Increase corporate and customer satisfaction levels
- Lead for our department's Engage and Diversity, Inclusion and Belonging teams in addition to being a lead for several workstreams for our local and national business resource groups
- AWP process owner
- Responsible for Process map, FMEA, Raci and SIPOC
- Process owner for Metrics
- Process owner for Associate (SC.PC, and AC) expectations for Zelle Operations
- Process Owner for performance management for Zelle Operations
Digital Operations Manager
CPR Capital One
07.2022 - 05.2023
- Managed, developed and motivated a team of 19 associates
- Process improvement
- Owned the team's productivity and support department objectives and customer care to meet service level, quality and customer experience goals
- Responsible for achieving business goals for a team of up to 25 non-exempt associates, provided continuous feedback and coached to improve and maintain efficiency metrics, quality results and mitigated risks, prepared and delivered monthly 10/10s with direct reports, managed business level metrics (SLA, Quality, Risk) to high efficiency standards
- Engaged the department in the DIB journey and worked to protect our customers and the bank from fraudulent activity
- Shared in the accountability for business level functions (risk, cost, etc.), Motivated and developed associates while helping them achieve their career goals, ensuring timely administration of time cards, team meetings, etc
- Defined and measured performance metrics and clearly communicated expectations to the associates
Fraud Operations Coach
CPR Capital One
05.2021 - 07.2022
- Managed 25+ multi-site direct reports
- Managed successful performance management and metrics supporting an inbound call center
- Process improvement
- Increased corporate and customer satisfaction levels
- Handled day to day HR/AR related concerns and issues
- I also partnered with WFM to ensure all reporting, schedule adherence, CBT's and tech issues are reported and are reflecting accurately
- Managed business level metrics (SLA, Quality, Risk) to high efficiency standards
- Shared in the accountability for business level functions (risk, cost, etc.)
Team Lead
CSST Capital One
05.2019 - 05.2021
- Managed 23 associates
- Coached and developed on job performance and knowledge to ensure agents are meeting or exceeding metrics
- Identified business trends and shared my findings with my peers , Operations Lead and our Senior leadership team
- I also partnered with WFM to ensure all reporting, schedule adherence, CBT's and tech issues were reported and reflected accurately
- Handled day to day HR/AR related concerns and issues
- Manage/thought partner/leader with performance management
- Created a One on One template that provides a complete overview of the associate by the end of the calendar year
- 2019 CSST Fun and Informal Culture Award Winner
- Sat on both the CSST Cultural of Growth Pod and The Well Managed Pod
Cafe Ambassador
Market Experience Capital One
01.2017 - 05.2019
- Served as our Team Subject Matter Expert for Customer Solutions outside of what was provided in Ascend and Pinpoint
- Identified a need for a more efficient way to use Pinpoint and created a running list of the commonly asked questions and scenarios in the Café for Ambassadors
- Worked closely with our Cafe’s Smooth Operators on a daily basis to ensure that our Café was well managed
- Also created and implemented a Well Managed board in our Café space
- Created an Operations Binder along with a teammate to keep our team and others who may cover our Café up-to-date on how our cafe operates and also the latest safety and security measures
- Worked closely with our Engage Lead to identify new opportunities and create meaningful experiences that allowed us to expand brand awareness within our community
- Community activist who partnered with local nonprofits, businesses and charities to plan events inside and outside of the cafe space along with finding sponsorships and partnerships.
Operations Coordinator
Retail Bank – Capital One
01.2014 - 01.2015
- Researches and resolves identified exceptions within established service level agreements and processing standards
- Meet and exceeded quality assurance performance goals Monitored and escalated potential fraud or fraud the
- Researched and decision ATM claims
- Assisted retail branches in researching and clearing teller differences and other out of balance conditions
- Check processing and fulfillment
- Developed along with two teammates, Capital One's current cashiers check process
Education
BBA -
Weber State University
Ogden, UtahSkills
- Communication
- Customer Service
- Results Focused
- Emotional Intelligence
- Creativity
- Well Managed
- Establishing processes
- Leadership
- Problem solving
- Microsoft Office
- Google Suite
- Adobe Photoshop & Connect
- Skype for business
- Zoom
- Live Meeting
- Centra
Certification
Project Management
Notary Public
CSM
SAFe SM
Timeline
Zelle Operations Manager
Zelle Ops Capital One
05.2023 - Current
Digital Operations Manager
CPR Capital One
07.2022 - 05.2023
Fraud Operations Coach
CPR Capital One
05.2021 - 07.2022
Team Lead
CSST Capital One
05.2019 - 05.2021
Cafe Ambassador
Market Experience Capital One
01.2017 - 05.2019
Operations Coordinator
Retail Bank – Capital One
01.2014 - 01.2015
BBA -
Weber State University
Project Management
Notary Public
CSM
SAFe SM
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