Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Rolston Jackman

Richmond,VA

Summary

Detailed Process Manager with over 13years of experience in change management, process improvement and efficiency within Finance. Innovated new processes and positive impacted profit margins, efficiency and quality. Outgoing personality proven to win over stakeholders and successfully promote new methodologies.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Process Manager / Banker/ Sales Specialist

Capital One
04.2022 - Current
  • Collect, analyze and measure process data on effectiveness of business processes, to initiate sustainable, repeatable, and quantifiable business practices and procedures; proactively identify and implement improvements to processes
  • Led Product teams to support prioritization decisions to make changes that deliver greatest value for business and customers
  • Communicate updates to Executives with internal customers on new or existing processes; including communications at executive level; provide customer service or training to users on process updates or rollouts; deliver presentations
  • Identify and analyze risk mitigation tactics, problem solves, and integrates solutions into change management plan
  • Designed, built, and supported Google Sites, Confluence, & Pulse sites to collect event information, creating templates, forums, landing pages, and communications
  • Conducted financial forecasting and data analysis by creating complex formulas for deeper insights
  • Partnered with leadership for refining financial forecasting processes
  • Successfully executed first promotional offerings after merger, coordinating with management and project managers to deliver guidance, budgeting, timeline, and gift offerings
  • Promoted in-person celebrations across multiple locations and managed promotional gifting
  • Acted as liaison between Capital One and Virginia State University, fostering relationships and promoting business analyst roles for university students
  • Developed initiatives for coworker appreciation and recognition awards
  • Ensured compliance with industry standards by establishing guidelines, monitoring progress, and addressing deviations promptly.
  • Collaborated with cross-functional teams to identify areas of improvement, leading to increased efficiency across departments.
  • Achieved cultural shifts and process change through tenacious determination and interpersonal skills.
  • Managed change among staff to achieve buy-in and cooperation and overcome resistance.
  • Implemented change management strategies in alignment with company objectives.

Principal Ops Coordinator – Wire Authentication Services

Capital One
10.2019 - 04.2022
  • Researched and resolved wide variety of issues and queries using independent judgment with little or no assistance
  • Partnered with management to analyze interconnected systems to identify areas of risk and to enhance workflow processes
  • Improved team productivity with regular communication and progress updates, fostering collaborative work environment.
  • Entered data, generated reports, and produced tracking documents.
  • Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
  • Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
  • Coached 12 employees through day-to-day work and complex problems.
  • Reviewed and processed incoming/outgoing domestic and international wires across multiple channels
  • Delivered 105% results which routinely exceed requirements and expectations with minimal guidance on unstructured objectives.

Licensed Personal Banker

Wells Fargo
08.2014 - 08.2019
  • Focused on building lifelong relationships with customers, both consumers and small businesses, while expanding their financial literacy
  • Regularly improved branch productivity and revenue by 60% by consistently meeting or surpassing weekly, monthly, and quarterly goals
  • Analyzed metrics used to measure efficiency and effectiveness and ensured partnered bankers worked in tangent with similarly mirrored goals so entire team met metrics
  • Led seminars within community on subjects including retirement planning and financial literacy
  • Partnered with underwriting officers, business specialists, and financial advisors to ensure clients were matched with experts that meet their specialized financial needs
  • Ensured customer payments are processed timely and accurately in accordance with Regulation Z
  • Maintained active registration status with NMLS (Nationwide Mortgage Licensing System and Registry)
  • Conducted comprehensive financial assessments for clients seeking loans or credit approval, contributing to 40% prudent lending decisions.
  • Increased customer satisfaction by 60% by diligently addressing inquiries, concerns, and providing personalized banking solutions.

Mobile Lead Associate

Best Buy
10.2012 - 10.2015
  • Worked closely with management to strategize sales techniques to increase branch productivity and customer relations
  • Conducted needs assessments and recommended products to meet client needs
  • Delivered informational sales presentations to potential clients and assisted throughout completion of application process while strengthening client relationship
  • Troubleshooted issues, implement resolutions and provide greater customer experience
  • Worked in rapidly changing environment where priorities often shifted.

Education

Bachelor of Science (BS) in Accounting -

Virginia State University
Petersburg, VA
05.2012

Skills

  • Google Suite (Calendar, Doc, Sheets, Sites, & Slides)
  • Loan Processing
  • Project Management
  • (RACI) Responsible, Accountable, Consulted, and Informed
  • Retail/Commercial Sales
  • (SIPOC) Suppliers, Inputs, Process, Outputs and Customers
  • Leadership
  • Quality Assurance
  • Risk Mitigation
  • Problem Solving
  • Operational Excellence

Certification

  • Individual Virginia Insurance License (Life, Accidental, and Heath)
  • Series 6 - Investment Company and Variable Contracts Products Representative
  • Series 63 - Uniform Securities Agent

Timeline

Process Manager / Banker/ Sales Specialist

Capital One
04.2022 - Current

Principal Ops Coordinator – Wire Authentication Services

Capital One
10.2019 - 04.2022

Licensed Personal Banker

Wells Fargo
08.2014 - 08.2019

Mobile Lead Associate

Best Buy
10.2012 - 10.2015

Bachelor of Science (BS) in Accounting -

Virginia State University
Rolston Jackman