Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mia Yarbrough

7618 N Decatur Blvd. APT 2126 Las Vegas

Summary

Strategic and solutions-focused professional with a proven track record in analytical problem-solving, conflict resolution, and team leadership. Known for fostering collaboration, and navigating complex challenges with sound judgment and decisive action. Adept at strengthening customer relationships, driving cross-functional alignment, and delivering impactful results in fast-paced environments. Action-oriented, results-driven, and committed to continuous improvement and organizational success.

Overview

20
20
years of professional experience

Work History

Sr Ops Production Coord. - Payment Invest. (Lend)

Capital One - Resolve Payment Issue (Spec Ops)
03.2025 - Current
  • Process Incoming Regulation Automated Clearing House (ACH) disputes.
  • Consistently meets productivity metrics for payment investigation cases handled per hour.
  • Conducts thorough research across multiple systems to locate and resolve missing payment issues.
  • Request additional documentation when initial submissions were insufficient to support case resolution.
  • Exercises sound judgment to align with task requirements and achieve accurate case outcomes.
  • Follows balancing and settlement procedures in accordance with Automated Clearing House (ACH) regulations.
  • Submits journal entries to process necessary debit and credit adjustments to customer accounts.
  • Maintains strong attention to detail when generating and sending time-sensitive regulatory letters to ensure compliance and avoid errors.
  • Collaborates with cross-functional teams using appropriate slack channels, internal forms, and email to coordinate with partners in banking operations and COAF.
  • Provided impactful feedback during this lend opportunity by submitting a proposal, to senior leadership, to improve Empath tasks and functionality, aiming to enhance productivity and streamline case workflow through targeted upgrades.

Payment Investigations Coordinator

Capital One Trade Credit
04.2022 - Current
  • Transitioned from the Fraud Department to provide back-office support in cash applications.
  • Responsible for processing various customer payments into the accounts receivable system, resolving payment discrepancies, applying credits, and conducting research to ensure accurate financial records.
  • Acted as a liaison between customers and merchant accounts, ensuring accurate posting, application, and adjustments.
  • Resolved unapplied cash efficiently and escalated issues to appropriate account contacts as needed.
  • Monitored and processed requests from various group mailboxes, ensuring timely action.
  • Maintained accurate data entry with a strong focus on meeting deadlines.
  • Trained lends, associates and senior coordinators on core payment application tasks and processes from cross-functional departments to enhance operational efficiency.
  • Engaged in specialized projects, including chargebacks, account clean-ups and Empath task updates, to enhance process effectiveness and accuracy.
  • Served on the engagement team, leading efforts to boost participation in team meetings, co-organizing a virtual team inning, and managing the creation of the monthly newsletter.
  • Applied strong judgment and problem-solving skills to resolve complex account issues and support high-level projects.
  • Co-developed knowledge check quizzes to assess understanding and address gaps in cash application procedures.
  • Served on the MPX specialized team that involves assessing returned customer check payments and refunds, requiring meticulous research to determine the correct action to be taken.
  • Maintained clear and effective communication across all levels, from peers to senior leadership, to ensure task alignment and project clarity.

Fraud Account Supervisor Team (FAST)

Capital One
11.2019 - 03.2022
  • Managed a high volume of incoming calls, addressing potential fraud and security concerns with keen attention to detail.
  • Strong ability to de-escalate calls and minimize call transfers.
  • Utilized strong critical thinking skills to assess and resolve customer issues efficiently.
  • Adapted communication style to match diverse customer personalities, ensuring a positive interaction.
  • Navigated multiple systems seamlessly to process requests and investigations on each call.
    Initiated fraud claims upon verification with cardholders, ensuring swift action on suspicious activity.
  • Facilitated several team meetings.
  • Created and maintained multiple trackers to assist with time management adherence goals.
  • Handled escalated calls involving failed verifications and customer complaints with professionalism.
  • Maintained strict compliance with data security protocols while handling sensitive information.
    Consistently met and exceeded performance metrics in a goal-driven environment.
  • Annual performance ratings have been strong.

Contact Center Team Lead

Enterprise Holdings
04.2016 - 03.2020
  • Handled 80-100 incoming calls per day, while maintaining target levels of productivity and performance metrics.
  • As Team Lead, provided SME assistance for team members and new hires.
  • Responsible for creating powerpoint presentations to guide team meetings.
  • Worked closely with direct manager and workforce management teams to coordinate time blocks for compliance training, ensuring the team remained aligned and up to date.
  • Located and interpreted complex information from a number of databases for Enterprise, National and Alamo brands.
  • Assisted customers with booking, modifying, and canceling reservations and rental agreements.
  • Provided technical support to account members, resolving login issues and missing rental inquiries efficiently.

Project Manager

Trotta Associates
01.2014 - 01.2018
  • Maintained and updated a company database of over 500,000 respondents to ensure data accuracy and accessibility.
  • Utilized the Research Tracker application to generate customized respondent selections for market research studies.
  • Led the full cycle of market research studies, which required cross-functional leadership and collaboration with third-party clients.
  • Recruited, screened, and provided guidelines for phone interviews during the pre-selection process.
  • Managed a team of 12-14 telephone screeners and hosting staff.
  • Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
  • Collaborated regularly with QA and Legal teams to ensure compliance by implementing and updating mandatory script language at critical points of recorded customer interactions.
  • Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.

Viewer Experience Advocate (Temp, part-time)

HULU
02.2017 - 07.2017
  • Provided technical support to viewers, troubleshooting software functionality, system configurations, and network settings.
  • Assisted viewers with account inquiries, including billing issues, promotional notices, site content, and application navigation.
  • Utilized Chrome, JIRA, and Cornerstone to track, document, and resolve technical and account-related concerns promptly.

Front Office Manager

Wellness for Life
09.2006 - 12.2008
  • Responsible for heavy scheduling and calendar management.
  • Planned and executed successful launch of Purigenex skin care launch.
  • Prepared correspondence, accounting and financial documents for analysis.
  • Managed professional relationships with various vendors, and suppliers.
  • Processed payments while maintaining an accurate daily log.
  • Established company's social media presence on Facebook, Twitter, and LinkedIn.
  • Provided concierge-level service to high-profile clientele, ensuring a premium experience.
  • Handled payments via credit/debit cards (POS system), cash, and checks.
  • Managed collection efforts, securing payments for accounts in delinquent status.

Manager

Futuredontics Inc.
03.2005 - 12.2006
  • Matched inbound callers with pre-screened dentists based on their specific needs and insurance coverage.
  • Managed a high volume of inbound calls while maintaining exceptional service standards.
  • Verified and processed dental insurance coverage efficiently to assist patients with appointment scheduling.
  • Consistently met and exceeded the company’s weekly performance metrics across five key areas.
  • Promoted to Training Operator, mentoring new hires and enhancing team performance.
  • Advanced to Manager, overseeing a team of 11, ensuring operational efficiency and goal attainment.
  • Represented, marketed, and promoted the 1-800-DENTIST brand at various events to generate new referrals.
  • Acted as a direct liaison between the CEO, CTO, CFO, CMO, and President, facilitating seamless communication.

Education

Bachelor's - Psychology, Minor: Business Administration

California State University Northridge

Skills

  • Investigative research
  • Proficient in Google Suite and MS Office
  • Project management
  • Strong written and verbal communications
  • Timely decision-making
  • Cross-functional coordination
  • Strong training and development capabilities for team growth and onboarding
  • Highly organized with exceptional attention to detail
  • Effective multitasking and time management skills in high-paced settings
  • Solution-oriented with strong problem-solving and critical thinking skills
  • Experienced in risk assessment and conflict resolution

Timeline

Sr Ops Production Coord. - Payment Invest. (Lend)

Capital One - Resolve Payment Issue (Spec Ops)
03.2025 - Current

Payment Investigations Coordinator

Capital One Trade Credit
04.2022 - Current

Fraud Account Supervisor Team (FAST)

Capital One
11.2019 - 03.2022

Viewer Experience Advocate (Temp, part-time)

HULU
02.2017 - 07.2017

Contact Center Team Lead

Enterprise Holdings
04.2016 - 03.2020

Project Manager

Trotta Associates
01.2014 - 01.2018

Front Office Manager

Wellness for Life
09.2006 - 12.2008

Manager

Futuredontics Inc.
03.2005 - 12.2006

Bachelor's - Psychology, Minor: Business Administration

California State University Northridge

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