MELODY A. YOUNG, CSM
Process Manager
Englewood,NJ
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Process Manager
CAPITAL ONE
New York, NY
07.2021 - Current
- Assist with driving engagement for internal communication channels
- Recognized for contributing to successful staging of onboarding experience for over 100 employees
- Gathered and analyzed large amounts of data to determine improvement projections.
- Defined clear targets and objectives and communicated to other team members.
- Developed detailed plans based on broad guidance and direction.
Branch Ambassador
CAPITAL ONE
New York, NY
01.2016 - Current
- Serve as service excellence ambassador for Upper Manhattan Harlem Market, playing key role in generating branch traffic in newly launched markets to drive revenue growth
- Increased morale of approximately 300 staff members through creating channel to facilitate employee activations
Student Bank Leader & Branch Ambassador
CAPITAL ONE
New York, NY
05.2019 - 03.2020
- Redesigned and implemented student banking program resulting in increased visibility, engagement, and awareness by 36% through collaboration with stakeholders
- Managed student banker staff team of 9, overseeing sales, service, expense, operations, and human resource resulting in 100% operations.
- Ranked top 10% in Community Reinvestment Act Volunteerism
Universal Branch Associate
CAPITAL ONE
New York, New York
03.2015 - 12.2015
- Served as Region 1 Branch Advisory Council Member and improved business processes by 70%
- Recognized as Top 20 Employee within Upper Manhattan and Harlem District
Teller
CAPITAL ONE
New York, New York
12.2012 - 02.2015
- Improved customer service score from 68% to 97% as Manager of Legendary Customer Experience Metrics program
- Mentored and trained new hires in Manhattan province by Capital One employee guidelines resulting in 100% consistency in branch behaviors
- Conducted comprehensive internal audits to ensure consistent application of internal policies and procedures ending in 100% compliance
- Recognized as Lead the Way recipient
Education
MBA - Project Management
Southern New Hampshire University
Hooksett, NH 03.2020 - Current
Bachelor of Business Administration - Marketing & Human Resource Management
University of Technology
JamaicaSkills
Communication
Research
New Business Development
Leading Teams
Case Management
Ability To Travel
Operational Analysis
Proposal Development
Technology Sales
Certification
Certified Scrum Master
Timeline
Process Manager
CAPITAL ONE
07.2021 - Current
MBA - Project Management
Southern New Hampshire University
03.2020 - Current
Student Bank Leader & Branch Ambassador
CAPITAL ONE
05.2019 - 03.2020
Branch Ambassador
CAPITAL ONE
01.2016 - Current
Universal Branch Associate
CAPITAL ONE
03.2015 - 12.2015
Teller
CAPITAL ONE
12.2012 - 02.2015
Bachelor of Business Administration - Marketing & Human Resource Management
University of Technology