Mercedez L. Lewis
Henrico, VA *****
Dependable and organized team player with the ability to communicate effectively and efficiently while enhancing the success of the business. Proven ability to establish rapport with customers, manage multiple projects, strong attention to detail, and interpret different processes while ensuring high-quality assurance levels. Skilled at building relationships with employees & candidates across all levels of an organization.
●Salesforce Management Experience
●Strong Verbal/Written Communication
●Google Suite & Microsoft Office Proficient
●COFI Legal & Resolutions Mailbox
●Case Management Experience
●COFI Escalations Tracker
●Sage POC for COFI
02.23.2015 – Current Capital One Glen Allen, VA 23060
Sr. OPS Product Coordinator – Credit Bureau Disputes – COFI
Manager: Antoine Jones
Investigate Charged-off accounts for fraud ownership & transactional fraud. Update Credit Bureau Information for valid fraud accounts. Communicate with existing customers via letters and IB & OB calls.
●ROAR Recipient Q2 2020
●Created and moderated a Diversity & Inclusion program for Credit Bureau Disputes
oTalk Your Truth
A monthly seminar for agents and leadership to come together to discuss current events (i.e. Racial Equality, WFH Experiences, Allyship etc.)
●Assisted with coordinating first Virtual Team Outing
●FAMISE COFI Trainer (03.10.2020)
●Interview Logistics HR Lend Aug 5th - Dec 6th, 2019 (Leads: Lindsay White, Alexis Morris, Sarah Walters)
oFacilitate and help deliver high-quality recruiting results and amazing candidate experiences.
oProvide recruiting support services in accordance with Capital One's recruiting support process, standards and systems.
oPartner with schedulers to ensure all interviewers slots are confirmed
oPrepare & provide interviewers with E. Interview links to input scores
oOn -site Facilitator for recruiters, interviewers, scheduler, & candidates on interview Power Days, escort candidates to interviews and ensure a positive experience.
oPrepare various materials, reports and files for interviews and consensus meetings.
oFacilitate post- interview consensus meetings with interviewers & recruiters.
●Admin Lend with CIDO Dept June 24th - July 12th, 2019
oSupported 5 directors
oPartner with multiple executives to handle administrative tasks freeing up their time to focus on department and company goals.
●Admin Lend Graduate Spring 2019
●Brown Bag Event Speaker (Pulse & Workday Building)
●Executive Board Member 2018-2019 (Morale & Communication)
oCollaborate with coworkers to make sure associates voices were heard on things they wanted
oInformed department on events & updates
●ROAR Recipient Q3 2018
●Employee of The Month June 2018
●Flawless Execution July 2018
●Assisted with the concept of department logo, completed 05.24.2018, which was used in the 1ST Annual CBM Learning Expo June 27TH 2018. The Logo is also used to brand our team to allow others to understand our world.
●Perfect QA’s February 2018, May - December 2018, February - June 2019, Dec 2019, Jan 2020, March 2020
02.06.2017 - 05.02.2017
Flex Team Pilot Team-Branded Book Fraud ID
Managed Inbound and Outbound customer contact. Demonstrated ability to flex into a different work group as needed. Investigated valid fraud and invalid fraud customer documents. Determined fraudulent activity on a customer’s account. Investigated and cleared possible account takeover of customer’s accounts, or possible fraudulent applications. Small Business Risk Event
●Served as a Subject Matter Expert in the three main queues within Fraud Identity
03.07.2016 – 06.03.2017
Fraud Detection Coordinator – Branded Book Fraud ID – AFT
Verify the validity of credit card applications. Communicate with existing customers and applicants via letters and IB & OB calls. Verified documents via GUI Tool for high-risk applications
●Top 10% overall metrics – ROAR award
●SOAR – assisted associates to improve cases per hour and case quality
●Recognized for FDO’s Finest
●Subject Matter specialist for Government Identification Tool (GUI)
02.23.2015 – 03.07.2016
FIT Coordinator-Branded Book Fraud ID
Managed Outbound customer contact. Investigated and verified the validity of newly opened credit card accounts, as well as possible account takeovers for existing customers. Investigated and cleared possible fraudulent balance transfers.
●Recognized for FDO’s Finest
2012-2015 Rite Aid Richmond, VA 23228
2010- 2012 Macys Richmond, VA 23233
Money Management Specialist
Virginia Union University
Richmond, VA 23220
References Upon Request