KATHERINE NOVAK

**** ****** ***** ** **

Conyers, GA 30094

770-***-****

abg403@r.postjobfree.com

SUMMARY

Business professional with extensive experience in data analysis, statistical review, tracking internal auditing, federal and state compliance regulations, office

management and customer service. Dependable and an excellent communicator with the ability to multi-task and work independently in a fast paced

environment.

PROFESSIONAL EXPERIENCE

CAPITAL ONE, Richmond, VA 2000 - 2010

Principal Coordinator, Merchant Resolutions (2009 - 2010)

• Researched and implemented process improvements

• Created and conducted Microsoft training for management team

• Designed and implemented audit preparation program

• Monitored and resolved service level agreements

• Oversaw and coordinated daily team schedules

• Investigated and resolved system issues

• Managed special projects and supported project work

Senior Coordinator, Merchant Resolutions (2005 - 2009)

• Developed and designed departmental reporting

• Ran queries on various server environments to produce raw data

• Convert raw data to report format for publishing to broad audiences

• Analytically reviewed reporting to identify discrepancies and trends

• Coordinated with internal and external suppliers

Pre-Arbitration Specialist, Merchant Resolutions (2003 - 2005)

• Recognized for resolving high levels of customer disputes efficiently

• Decreased overall rates of return from merchants and banks

• Minimized the loss impact to the department ledger and customer

• Processed second chargebacks and pre-arbitrations on MasterCard and Visa accounts

• Communicated with customer to obtain required documentation prior to responding to merchant rebuttal

Sales Specialist, Telesales (2002 - 2003)

• Recognized for opening high number of new accounts and effectively cross-selling business partner packages

Account Manager, General Correspondence (2002)

• Recognized for high productivity in corresponding with customers to resolve issues

• Responsible for handling multiple pieces of mail in high mail volume situations

Account Manager, Customer Relations (2000 - 2002)

• Recognized for resolving escalated customer complaints

• Responsible for handling multi-line telephone in high call volume situations

• Recognized for low call time and high service percentage

HECHT'S, Fredericksburg, VA 1999 - 2000

Assistant Manager, Juniors

• Computed retail transactions, displayed new stock, finalized previous stock

• Merchandised department per chief brand regulations

• Cross-sold credit applications

MELDISCO, Fredericksburg, VA 1998 - 1999

Assistant Manager, Shoes

• Computed retail transactions, displayed new stock, finalized previous stock

• Processed lost/stolen merchandise and wrote off to appropriate ledger

• Utilized store intercom to page associates

• Processed customer returns and maintained general order in department

EDUCATION

1996 - 1999 Spotsylvania High School

1999 Germanna Community College

2005 - 2010 Capital One University

CERTIFICATIONS/WORKSHOPS

2008 Analytical Platform, Articulate Demonstration, ECM Introduction to EOS, Intro to Agile & Process Excellence, Knowledgelink Admin,

LEAN 101, Regulatory Operations, Service Architecture, US Card Role

2009 CDW TS2 Key Concepts, Code of Business Conduct & Ethics, Community Reinvestment, Teradata Governance, Web Intelligence &

Infoview

2010 Adverse Action, Anti-Money Laundering, Code of Conduct Training, Fair Debt Collection Practices, Fair Lending, Information Protection

& Retention, Insider Trading Awareness, Privacy Act, Regulation B & Z, Unfair or Deceptive Acts Prevention

REFERENCES

Nancy Brobston abg403@r.postjobfree.com 804-***-****

Jennifer Suddarth abg403@r.postjobfree.com 540-***-****

Sarah Base abg403@r.postjobfree.com 540-***-****

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