In home counselor

Anica L. Walston

* ******* ***. *** *

Petersburg, Va. 23803

804-***-**** home

804-***-**** mobile

************@*****.***

Career Focus

I am seeking a position that will challenge and utilize my professional experience, education, and acquired skills with the intent to positively impact my performance effectively and efficiently while providing personal and professional growth.

Work Experience

03/2009 to present

Capital One Financial

Fraud Identity Team (FIT)

F.I.T. Fraud Identity Team Unit manager

Summary:

Lead, develop and motivate an internal team of 15-25 associates. Maintain high levels of morale through change; Provide continuous feedback and coaching to improve and maintain high standards of quality customer experience, effectiveness and efficiency metrics. Prepare and deliver monthly performance reviews for direct reports. Manage business level metrics (pen rates, occupancy) to high efficiency standards. Share in the accountability for a business level function team (Logistics, quality, innovation, morale)

Responsibilities:

As a Unit Manager I am responsible for coaching and developing associates. Utilizing systems such as Business Objects to pull data for monthly metrics and delivering information in bi-weekly 10/10’s. I review information in monthly 10/10’s such as performance and updates on policy and procedures.

Writing and communication performance reviews and actions (incentives / monthly scorecards / yearly appraisals)

Auditing associate case work using systems Chordiant (system used to monitor account spending), Tsys & Prophit (systems used to monitor account updates), Credit Browser (System used to monitor credit history and personal information), Fast Data (system used to track customers personal information and relative information)

Administrative work (E-time, spreadsheets, team meetings, etc.) Etime must be approved weekly and submitted to HR for payroll. I contact HR when necessary for any associate issues such as payroll FMLA or medical leave information (MIP), Short or Long Term disability), ethic violations, Attendance issues etc.

Project Management: I work with several of my peers for several deliverables to enhance the business of the Fraud Identity Team. I created a tracker to show weekly & monthly trends. This data allowed management to know if there was an increase or decrease in the case load injected daily. I am currently the Communication Liaison for the Fraud Identity Team (FIT). I send out daily updates concerning the cases injected in the queue, that the associates are responsible for working. I attend dally meeting with manager from other areas of fraud groups (SPI, Manual Queue, Linkers, Investigators) for any additional updates that need to be communicated to the FIT department. All communications are documented on a tracker that is stored on the Knowledge Link (KL) and archived for any future use. They are also stored in compliance with the regulatory guidelines. I send out weekly team meeting agenda for the associates in the FIT department. This is to ensure that all communications between teams are consistent with policy and procedures of the FIT department. The meeting agenda’s are also stored on the KL. I am responsible for creating the FIT Manger meeting agenda’s for the weekly Manager meetings. The agenda for the Manager meeting is also stored on the KL.

I am currently the ITAC Admin (Identity Theft Assistance Center). This is a third party vendor that Capital One partners with in order to enhance the customer experience for their customers. ITAC offers assistance in preventing a Fraud Identity. It also offers assistance to customers that have currently had their identity compromised. I have two additional supporting administrators that assist in distributing case work to my team of 15 ITAC trained associates. These associates consist of volunteers from the various Fraud groups in the Fraud operations groups (FAST, FI, FIT, FAM). I must monitor the attrition that may impact the group for various reasons. Monthly training is available for any new volunteers that are interested in joining the group. I created a training module that is available for associate and the other Fraud Groups to understand what ITAC is how it works and the benefits of the program. I monitor ITAC’s case management system daily to ensure that the ITAC’s certificated for the associates are up to date. I also send communications to the administrators to make sure there are no duplicate cases created. All associates that are apart of the ITAC group receive a $50 incentive for completing 5 referrals a month. I have a requirement by the director to ensure that we complete at least 40 referrals a month. I communicate this information to my peers monthly so that they are kept aware of the success with our third party vendor. I monitor invoices sent from ITAC to ensure they receive compensation for their services monthly. Invoices are sent to Sr. Coordinator (Kelly Crews). I must communicate with The Sr. Coordinator bi-weekly to ensure we have satisfied our contract agreement with ITAC services.

10/2006/3/2009

Capital One Financial

Fraud Identity Team (FIT)/ Fraud Early Detection (F.E.D.)

Associate Manager

Fraud Front Line Manager

Summary

Manages team of non-exempt associates who manage operational or production processes. Manages team performance, provides statistical results to associates, and communicates team results to senior management. Facilitates team meetings. Ensures daily service level metrics, drives team performance, provides coaching to develop associates, and meets defined quality, customer experience, and productivity targets. Accountable for maintaining internal staffing needs and works with senior manager to coordinate with internal and external resources to set staffing requirements to meet performance targets for both short term and long term needs. Addresses associate questions, issues, and concerns with little to no direct supervision. May recommend, develop and execute process improvement projects.

Responsibilities:

As a Unit Manager I am responsible for coaching and developing associates. Utilizing systems such as Business Objects to pull data for monthly metrics and delivering information in bi-weekly 10/10’s. I review information in monthly 10/10’s such as performance and updates on policy and procedures.

Writing and communication performance reviews and actions (incentives / monthly scorecards / yearly appraisals

Auditing associate case work using systems FALCON (system used to monitor account spending), Odyssey & TANDEM (systems used to monitor account updates), Credit Browser (System used to monitor credit history and personal information),

Administrative work (E-time, spreadsheets, team meetings, etc.) Etime must be approved weekly and submitted to HR for payroll. I contact HR when necessary for any associate issues such as payroll FMLA or medical leave information (MIP), Short or Long Term disability), ethic violations, Attendance issues etc.

Project Management: I delivered and managed new hire courses. I lead and targeted trainings for new skill sets and refresher classes. I assisted with training needs for compliance and other special projects and with updating documentation of content. I was transferred from my department in Richmond Va., to the Chester Va. Office to assist in training and facilitating classes for our temporary to permanent associates. I also worked closely with our Staffing Company’s Exclusive and Kelley’s. I had to build relationships with outsourcers and other staffing groups to ensure that we met the business needs for Fraud operations. The Exclusive and Kelley’s Staffing supplied me with at least 5 managers who reported to me. I was responsible for making sure this management team was exceeding in the metrics and goals and following all policy and procedures as outlined in the Capital One contract.

I created Department Newsletter that was circulated throughout the Fraud groups. The Daily ProPhit was a newsletter that was sent to the associate and management staff monthly that included updates on policy and procedures fun facts, upcoming events and trivia. The feature story of the month always highlighted a person in the department who had a profound affect on the operations of the Fraud department. I managed a staff of 5 associates who were responsible for writing editing photographing information that was pertinent to whatever topic that was featured for the month. We utilized Microsoft Publisher to create our final layouts and to enhance the look of the newsletter.

8/1999-10/2006

Capital One Financial

Fraud Early Detection (FED)

Fraud Supervisor Analyst

Fraud Analyst Associate/Supervisor

Summary

Analyzes data to identify trends, patterns and possible spikes in fraudulent activity. Responsible for detecting, responding to and mitigating organized fraud attacks. Makes recommendations on how to address fraudulent activity without adversely impacting customers. Partners with Operations, Strategy, and Analysis teams to identify and close gaps in processes and/or defenses to minimize fraud losses. Seeks law enforcement support for prosecution of criminals involved in acts of fraud against Capital One.

Responsibilities:

Monitor fraudulent activity through reports and data analysis

Make recommendations to management to implement new defenses and process improvements

Collaborate with internal and external teams to identify and mitigate fraudulent activity.

Provide periodic reports to management

Serve as subject matter expert for Fraud teams

Delivering content

Managing classes

Updating curriculum and content

I acted as a SME (Subject Matter Expert) training new associate for new skill sets and refresher classes. I was selected by the management group to travel to Atlanta Ga. And train an outsourcing group (NCO). I assisted with training needs for compliance and other special projects and with updating documentation of content.

5/1996-8/1999

APAC Teleservices

Contractor: UPS

Telecommunication Analyst

Summary:

Scheduling Pick ups and deliveries for UPS customer, assisted customers in tracking packages, handled inbound and outbound calls, multitasking through various systems for shipment schedules.

Responsibilities:

I handled inbound phone calls in call center environment. I extend an excellent customer experience to customers shipping packages through UPS. Contacted depot’s in the event that a customer’s package was misrouted. Issued tracking numbers, communicated with drivers for any necessary updates. I worked in several tracking systems, scheduled pick ups and updated systems with any expected delays.

Education

2002-2004 Richard Bland College-Associates Psychology

2004-2006 Virginia State University- BA Psychology

Specialized Training:

Intro to Computers 36 hours

Intro to Typing 36 hours

Web Based Training:

Year End Summary and Request Statement 2/10

Transactions Questions and Lost Stolen Issues 2/10

Safety and Security at Capital One 1999-2010

IRP Refreshers and Certification 2006-2010

Capital One Positive Labor Relations 12/2009

Associates Data Validation Process 11/2009

Code of Business Ethics-Legacy COF 2006/2009

Information Protection 2006/2009

Behavioral Interviewing Fundamentals 9/2009

Customer Operations All Hands Meeting 7/2009

Fraud-Targeted AML 6/2007/5/2009

Inside Trader Awareness 5/2009

African American Network Culmination Events 2008

Sharing Customer Data with Third parties 2/2009

RBT-Role Based Training 1-3 US Card Exceptions and Disputes 12/2007

RBT –Role Based Training: US Card –Service Customers 8/2008

Unfair or Deceptive Acts Practices (UDAP) 12/2007

Code of Conduct 9/2007

Fair Lending CBT 9/2007

US Card – Manage Delinquencies, Recoveries, and Fraud 5/2006

Certifications:

New Manager Fundamentals Program 8/2007

New Manger Fundamentals and Learning 8/2007

Managing within the Law 9/2007

Other Information:

I have volunteered for several community projects which include; Junior Achievement, after school tutoring, The Dr. Zeus Project and Angel project. I have volunteered to read to the elementary students in the Petersburg and Richmond City Schools yearly. I have been asked on several occasions to speak at Career Day at the Bellwood Elementary School. I have worked with several elementary students on a one on one basis per request of parents in the surrounding tri city areas. I am a free lance writer and published poet; I have had several articles and poems published in a local & college magazine (The Southsider & Mnemosnye). I am currently working on having my first book published entitled Expressions of Power.

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