Regulatory Compliance Customer Experience

LeTesha Lawson

Dallas, TX ***** 214-***-**** *************@*****.*** www.linkedin.com/in/leteshalawson

Summary of Qualifications

Pragmatic Process Manager offering extensive experience augmenting processes and procedures to drive business continuity and scalability, regulatory compliance, and customer experience. Trusted and respected advisor with a track record of navigating complex project implementations, audits, and examinations within highly regulated environments.

Areas of Expertise

Process Management Stakeholder Collaboration Project Planning & Execution MS Office Gsuite Tableau MS Visio

Regulatory Compliance & Governance Data Management Customer Relations Training & Development

Professional Experience

Capital One Plano, TX

Process Manager 05/2022 – Present

Ensured strict adherence to business processes through vigilant monitoring and oversight.

Identified and resolved issues by partnering with internal stakeholders, employing critical thinking, and implementing effective controls.

Developed, tested, and refined comprehensive work instructions, securing necessary approvals, and establishing a robust review system to ensure continuous improvement.

Conducted thorough analysis of process data to drive the implementation of sustainable, repeatable, and measurable business practices.

Formulated and executed project plans to facilitate process development and re-engineering efforts.

Delivered on Capital One’s vision of providing unparalleled customer service and training to users during process updates and rollouts.

Integral partner during audits, examinations, and Independent Risk Management activities as required.

Maintained formal process documents, including process overviews, maps, blueprints, and control plans.

Principal Agency Liaison Coordinator 07/2017 – 05/2022

Performed rigorous weekly audits of Bankruptcy affidavits, meticulously analyzing findings, and delivering comprehensive reports to Senior Leadership through Management Business Reviews (MBRs).

Implemented and ensured the effectiveness of robust governance and audit frameworks to uphold regulatory compliance and operational integrity.

Facilitated seamless data retrieval processes by assisting data engineers in accessing detailed information and efficiently delivering it via External File Gateway (EFG) to our third-party legal vendor, Akerman.

Fostered collaborative partnerships with vendors, actively engaging in the exchange of essential information and documentation to enable the retrieval of bad debt sales tax refunds, optimizing business outcomes.

Owned preventative reports within Tableau, ensuring ongoing compliance with specific state requirements and mitigating potential risks.

Affidavits Specialist 06/2015 – 07/2017

Spearheaded the execution of over 3000 state affidavits and ad-hoc documents on a monthly basis, demonstrating exceptional efficiency and productivity.

Achieved an outstanding monthly documentation accuracy rate of 99.99%, reflecting a steadfast commitment to precision and quality assurance.

Demonstrated adept time management skills by consistently meeting a stringent 2-business day Service Level Agreement (SLA), ensuring prompt and reliable delivery of services.

Dealer Recovery Group/Senior Coordinator 09/2011 – 06/2015

Interfaced with Dealer Partners and Insurance companies to optimize backend cancellation collections, while providing vital support to our Internal Sales Team in recovering outstanding accounts.

Produced comprehensive Escalation reports on a weekly basis, ensuring timely dissemination to the team for strategic decision-making and swift action.

Temporary Associate 08/2010 – 09/2011

Performed daily data entry inputting terms and mileage into database (Titan) to determine backend product refunds owed to Capital One for defaulted loans.

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