JoEllen Davis

**** ********* ******, ********, ******** 23227 u 804-***-**** Email: aczfqk@r.postjobfree.com

Profile Experienced customer service associate committed to integrity and excellence, with expertise in process analysis, business operations, financial technology, and defect management. Communicates concepts clearly and quickly establishes rapport and credibility with diverse groups.

Recognized for creativity and value chain thinking.

Education January 2014 – Business Process Management Certification

Post Baccalaureate Certificate in Information Systems

Virginia Commonwealth University, Richmond, VA

Bachelor of Arts, Psychology

Vassar College, Poughkeepsie, New York

Experience

2003 to present Davis Consulting Corporation, Owner

2012 to 2016 CAPITAL ONE BANK

Emerging Payments Services, Enterprise ACH, Capital One 360

Recognized for customer-centric service methods for Peer2Peer payments,

and high dollar recoveries from fraudulent activity.

Executed technological research on cryptocurrencies.

Commercial Operations, ACH Returns, Senior Operations Coordinator

Effectively resolved complex issues in research, exceptions, reversals, and returns, in mission-critical commercial ACH department.

Excelled in problem resolution for internal corporate-facing and external customers, including commercial ACH originators, US Department of Treasury and all domestic banks. Built effective relationships and ensured superior customer experience.

Presented methodologies to address process gaps, ensuring regulatory compliance.

Initiated and sustained monthly partnership meetings with internal suppliers, resulting in volume trend management, error reductions, and cemented favorable relationships.

2010 to 2012 CAPITAL ONE CARD

High Value Servicing, Sales Agent

Achieved individual performance excellence, as evidenced by ROAR awards, reserved for the top 10% performers.

Identified errors and process gaps in online procedures guide, resulting in accurate phone scripts and information, and shorter customer hold times.

2003 to 2007 Kalos Enrichment Academy (FasTracKids)

Director, Independent Franchise Licensee .

Contact this candidate