LaVerne Todd

804-***-**** Chesterfield, VA ad2xwr@r.postjobfree.com

PROFESSIONAL SUMMARY

Banking and financial services professional with experience in Human Resources, Remittance Processing, Data Processing, Team Management, Customer Service, Bookkeeping/Accounting, Back Office Operations, and Teller Operations.

PROFESSIONAL EXPERIENCE

Capital One Financial, Glen Allen, VA 1996 - Present

HR Senior Associate (2020 – Present)

Handles inquiries via phone call, email and chat from current and former employees concerning, payroll, time tracking, performance management, compensation, benefits, associate relations, and any other additional inquires.

Display good judgment, decision making and confidentiality

Meet all Key Performance indicators

Open and maintain cases in the Salesforce case management system or update accurate information in the Workday system.

Solve problems and share solutions to resolve incoming inquiries from associates.

Senior Associate (2011 – 2020)

Prepare daily Debit card chargeback report and distribute report to various departments.

Assigned return check work to associates on the team, Served as Workflow Backup.

Trained new hires on our Team to process return payments.

Updated work procedures to meet regulations and improve efficiency.

Posted return check to customers’ account.

Research missing account numbers

Specialty Associate (2003 – 2011)

Organized and forward Incoming Goodfaith collection cases to cardholder for acceptance or refusal responses

Create and forward Pre-Compliance letters to the merchant bank for processing.

Completed the follow-up work by sending the merchant’s bank the cardholder’s response and sending miscellaneous credits via Midas for accepted cases.

Manually request retrieval for accounts that the Dispute representative are unable to request via Midas.

Prepared and mailed the Pre-compliance letters and keyed the daily entries onto the spreadsheet.

804-***-**** LaVerne Todd Page 2

Dispute Associate (1998 – 2003)

Maintained QA score of 96.5% while processing 80-100 cases daily.

Risk Specialist (1996 – 1998)

Assist customer by scheduling payment arrangements on delinquent or over the credit limit accounts.

ADDITIONAL EXPERIENCE

St. Mary’s Hospital, Richmond, VA. Accounting Specialist

Consolidated Bank & Trust, Richmond, VA. Acting Supervisor of Remittance Processing Department

EDUCATION

Bachelor Degree, Business Administration, Strayer University, Richmond VA

Associates Degree, Community and Social Services, J. Sargeant Reynolds CC, Richmond, VA

COMPUTER/TECHNICAL SKILLS

Salesforce, Workday, Pulse, Knowledge, Slack, Chordiant, See docs, Tsys, ROL, and Cold

COMMUNITY INVOLVEMENT

Intercept Youth Services, Richmond VA

National Counseling Group, Richmond VA

Foster Parent: Provided a loving home, communication skills, analytical skills, interpersonal skills and human services skills to therapeutic foster teens.

Worked on a Team with Social Services workers, teaching independent living skills such as budgeting, preparing to acquired driver’s licenses. Enrolled teen in evening activities at school, while monitoring their academic success in school. Completed monthly reports for the agency.

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