Melody Skinner-Lewis
Midlothian,VA
Summary
Seasoned professional with 18 years of full-time experience in the banking industry and over 20 years of part-time caregiving. Expertise in financial services, including account management, customer support, and compliance, complemented by a compassionate approach to private care. Skilled at balancing dual roles, offering a unique combination of financial acumen and empathetic service. Known for building strong relationships, solving problems efficiently, and maintaining high standards across both fields.
Overview
27
27
years of professional experience
Work History
Private Caregiver
Self Employed Services
, VA
01.2000 - Current
- Assist elderly clients with daily activities, such as bathing, dressing, grooming, and meal preparation.
- Provide companionship to elderly clients by engaging in conversation and accompanying them on errands or outings.
- Transport clients to doctor appointments, grocery stores, and other necessary destinations.
- Administer prescribed medications according to physician instructions.
- Perform light housekeeping duties, such as laundry, tidying up living spaces, and changing bed linens.
- Organize medication reminders for clients taking multiple prescriptions throughout the day.
Project Manager
Capital One
Richmond, VA
12.2017 - 05.2023
- Developed and implemented strategies to enhance operational efficiency.
- Collaborated with stakeholders to streamline workflows and reduce processing time.
- Acted as a liaison between different departments to drive continuous improvement.
- Utilized data-driven insights to identify trends, patterns, and areas for improvement.
- Generated regular reports on process performance for senior management.
- Identified and mitigated potential risks associated with credit processes.
- Developed and implemented risk management strategies.
- Analyzed data from various sources such as surveys, interviews, focus groups. to inform decision-making related to projects.
SR. COORDINATOR - SALES PRACTICE OPERATIONS
Capital One
Richmond , VA
12.2017 - 09.2018
- Ensured department is compliant with required guidelines and passes monthly review
- Communicated with department managers regarding required form updates needed
- Provided clear explanations to help up-train department associates
- Required complaint remediation be completed as needed
- Ensured 100% of priority complaint accounts are reviewed
- Completed complaint reporting weekly that goes out to senior leadership
- Facilitated complaint calibrations weekly
- Responsible for ensuring second reviewers are calibrated
- Communicated all dispute findings
- Work add'l projects as requested
SR. COORDINATOR - QUALITY ASSURANCE
Capital One
Richmond , VA
02.2013 - 12.2017
- Managed a quality monitoring sample within the required timeline and communicate results to management.
- Initiated and conduct research for varied quality related issues.
- Recommended improvements to quality processes, policies and procedures.
- Developed action plans to improve service to internal and external customers and make recommendations to reduce operating costs and increase efficiency.
- Facilitated quality calibrations.
- Worked directly with multiple departments to understand and implement business guidelines and initiatives across Capital One network.
- Adhere to compliance and operational risk controls in accordance with company and regulatory standards, policies and practices.
- Reports control weaknesses, compliance breaches and operational loss events.
- Completed other related duties as assigned.
INTAKE COORDINATOR - Fraud
Capital One
Richmond , VA
06.2009 - 02.2013
- Identified fraudulent activity on customer accounts through third party data sources and transaction verification with customers.
- Communicated with customers via letters and outbound phone calls.
- Help customers stay protected from fraudulent activities on their account.
- Responsible for creative process to promote Net Promoter Scores (NPS).
- Worked directly with new floor agents to provide direct one on one training.
- Update account information and complete accurate documentation.
- Maintain effective call and time management.
- Act as a Subject Matter Expert.
ESCALATED CALL CENTER REPRESENTATIVE
Capital One
Richmond , VA
01.2005 - 06.2009
- Resolve customer complaints, independently, with minimal management involvement.
- Display proper call control techniques to meet department standards without adversely impacting customer satisfaction.
- Worked on multiple systems simultaneously.
- Act as a Subject Matter Expert.
- Assigned other duties, including offline follow-up work, projects and assisting with inbound call volume when necessary.
MENTAL HEALTH RESIDENTIAL COUNSELOR
Chesterfield Mental Health Support Services
Chesterfield, VA
11.1997 - 01.2005
- Provide a safe and supportive environment for adult residents with Autism Spectrum Disorder and other developmental disorders.
- Provide office support by creating and copying forms, flyers, announcements, charts, agendas, etc.
- Provide financial planning support and record-keeping for their personal finances.
- Monitor daily schedules with an awareness of appointments and helping with time management skills to meet those appointments.
- Respect the privacy and maintain confidentiality.
- Communicate clearly and in a timely fashion with the Program Manager and other counselors about any concerns about residents/clients and the place of residence.
- Implement routines whenever possible.
- Arrange opportunities for public interaction with the residents/clients (park, museum, library, classes, volunteering, etc.).
- Communicate with parents of residents/clients as needed to address concerns of residents/clients, parents, and counselors.
Education
Associate of Applied Science - Nursing
J. Sargeant Reynolds Community College Downtown Campus Bookstore
2003
High School Diploma - undefined
Manchester High School
1997
Skills
- Team liaison
- Self-motivated
- Team leadership
- Extremely organized
- Process implementation
- Decision Making
- Time Management
- Self-motivation
- Adaptability
- Understanding Team Dynamics and Encouraging Good Relationships
Timeline
Project Manager
Capital One
12.2017 - 05.2023
SR. COORDINATOR - SALES PRACTICE OPERATIONS
Capital One
12.2017 - 09.2018
SR. COORDINATOR - QUALITY ASSURANCE
Capital One
02.2013 - 12.2017
INTAKE COORDINATOR - Fraud
Capital One
06.2009 - 02.2013
ESCALATED CALL CENTER REPRESENTATIVE
Capital One
01.2005 - 06.2009
Private Caregiver
Self Employed Services
01.2000 - Current
MENTAL HEALTH RESIDENTIAL COUNSELOR
Chesterfield Mental Health Support Services
11.1997 - 01.2005
Associate of Applied Science - Nursing
J. Sargeant Reynolds Community College Downtown Campus Bookstore
High School Diploma - undefined
Manchester High School
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