Scott Mann
Chesterfield,VA
Summary
Adept at training managers to improve employee relations, increase understanding of legal requirements and effectively motivate employees and strengthen relationships at all levels. Articulate, inspiring and hands-on leader with strengths in program management, process improvement and data analytics. Forward-thinking, results-driven and focused on facilitating relationships and collaboration between diverse employees and departments in order to accomplish common goals.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Employee Relations Associate
CAPITAL ONE BANK
10.2022 - Current
- Provide horizontal operational support to the broader Associate Relations team in case assignment, dashboards/metrics, system enhancements, procedural document management, and Agile delivery facilitation
- Own controls, governance, and audit/exam management
- Apply project management practices via JIRA for socialization, tracking, and achieving breakthroughs to any impediments
- Consult with clients on resignations, terminations, & policy questions while referring non-AR related cases to appropriate partner groups
Technical Recruiter
04.2022 - 10.2022
- Recruiting through full life cycle for technical roles around software engineering, platform engineering, and niche skill sets
- Savvy sourcing specialist through LinkedIn, Twitter, GitHub, Eightfold, Workday
- CSEs & hired.com
Wire Fulfillment Associate
08.2020 - 04.2022
- International Swift message creation, repair, and validation
- Domestic & international wire operations queue management Payment Repair, Payment Repair Verification, Duplicates, Payment
- Creation Verification, FX Intervention, Authorization of exceptions
- Engage team members daily to provide feedback and receive updates from leadership
- Perform periodic system validations on internal payment infrastructure engine
Corporate Support
Floor Sup
03.2016 - 08.2020
- Supervise daily call center operations
- Coordinate and direct daily workflow of the department and regularly train, coach, develop and mentor associates in the department
- Serve as a liaison between associates and managers to help drive associate engagement and increase department morale
- Manages assigned corporate mailboxes and exceeds all expected deadlines
Senior Risk Coordinator
04.2015 - 03.2016
- Operated inbound and outbound call center recovery efforts on late stage delinquent checking and savings products
- Ensured compliance with applicable regulatory laws and procedural requirements
- Trained new associates to the team on best practices and was a subject matter expert
- Consistently outperformed team in dollars recovered
Risk Coordinator
11.2013 - 04.2015
- Operated inbound and outbound call center collection and recovery efforts on early stage delinquent checking and savings products
- Assisted leadership on special projects and served as team lead
- Consistently outperformed team in dollars recovered
- Maintained high quality assurance scores on all calls
Customer Service Coordinator
05.2012 - 11.2013
- Developed a training program that facilitated work distribution to 30+ associates
- Received inbound calls activating new customer credit cards
- Performed regulated call flow for customers impacted by federal consent orders to provide refunds on previous product purchases
General Manager
VNC ROCKETS 2 LLC
03.2010 - 05.2012
Education
General studies courses -
JTCC
Liberal arts and business courses -
VCU
Richmond, VAAdvanced Studies Diploma -
Matoaca HS
Chesterfield, VASkills
- Disciplinary Action Management
- Case Analysis
- Training Development
- Cross-Functional Collaboration
- Research Proficiency
- Procedure Implementation
- Data Analytics
- Relationship Building
Certification
- Pursuing SHRM-CP, Test Date 12/6/2023
Languages
English
Native or Bilingual
Spanish
Full Professional
Timeline
Employee Relations Associate
CAPITAL ONE BANK
10.2022 - Current
Technical Recruiter
04.2022 - 10.2022
Wire Fulfillment Associate
08.2020 - 04.2022
Corporate Support
Floor Sup
03.2016 - 08.2020
Senior Risk Coordinator
04.2015 - 03.2016
Risk Coordinator
11.2013 - 04.2015
Customer Service Coordinator
05.2012 - 11.2013
General Manager
VNC ROCKETS 2 LLC
03.2010 - 05.2012
General studies courses -
JTCC
Liberal arts and business courses -
VCU
Advanced Studies Diploma -
Matoaca HS