**** ****** **** **.

Richmond, VA *****

Mobile: 804-***-****

Email: acgzvw@r.postjobfree.com

Delaney

Freeman

Profile:

I am a reliable, capable and enthusiastic leader who is able to take on any

management and coordinating duties of any leadership role. I possess

extensive experience of supporting, developing and driving business

objectives in daily operations. Also, I have a track record of coming up

with practical improvement initiatives which enhance a company's overall

effectiveness and harnesses the latent potential in business processes.

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Core Competencies:

Operations Management Data Aggregation

Training/Coaching

Process Improvements Process Documentation Critical Problem

Solving

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Operations Supervisor-Capital One

Aug 2009-Present

. Reengineered customer disclosures to create intuitive understanding

for next steps, increase customer experience and to clarify customer

instructions/requests to reduce re-work to lower processing turnaround

time by 1-3 business days

. Developed escalation process for International Wire Disputes that

reduced Customer Advocacy/regulatory complaints to 0, so far for 4th

quarter in Wires operations

. Drove quality infractions on stop payments errors down, for Bill Pay

claims intake by 50% in the month of October with conducting refresher

training and creating an intuitive decision matrix for agents to use

. Coached, developed and calibrated on strengths/opportunities for up to

25 agents on taking on new claim intake workflow for our Claims

Operations team and was successfully launched without any regulatory

infractions for launch month

. Achieved satisfactory audit rating from CFPB regulatory audit group

for my line of business as Process Lead by defining process hierarchy,

enclosing on gaps in process documentation and developing new process

documentation (Swim lanes, SIPOC, CTQ's and Control Plans)

. Manually aggregated data for efficiency and sign-on metrics on a bi-

weekly cadence with providing key insights for operational levers

GHR Specialist-SunTrust Mortgage

May 2009-Aug. 2009

. Supervised quality control of purchased loans inputted into database

and was able to push team to high quality and productivity case goals

with sharing best practices

. Drove error reduction by communicating errors in underwriting files

with creating a feedback loop with management and discussing common

operational issues

Senior Account Executive-HSBC Consumer Lending

Jul. 2008-Apr. 2009

. Led an executing sales for mortgage and unsecured lines of credit

(+$600,000/sales quarter), by leveraging HSBC credit card portfolio

relationships for sales leads

. Boosted cross-sell product sells by 27%, for sales team by reviewing

sales prospects credit profiles to build a need for credit protection

services

Special Finance Consultant-Dominion Auto Group Oct.

2006-Jul. 2008

. Rose sales by 8 additional finance contracts per month for sub-prime

auto loans by building strong relationships with sub-prime banks and

credit unions to purchase negotiated terms and agreements

. Received 100% rating for customer experience in auto purchasing

process by giving customers transparent communication and informative

credit insights to their credit profile

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Education History:

Virginia State University 2006

Bachelor of Science Marketing

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Awards:

Dispute Ops SPOT Bonus Award

Card Sales Ops Excellence Recognition

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Technical Skills:

VBA, SAS, and SQL (Intermediate)

Microsoft Office Suite (Word, Excel, Powerpoint)

Microsoft Visio

SharePoint Designer

Data Analysis & Reporting

Avaya IP & Avaya CMS

Business Process Management Certification (In Progress)

Contact this candidate