Brooke Miles
Charles City
Summary
Enthusiastic Senior Operations Manager offering 16year background overseeing production of goods and provision of services in banking. Polished in chalking out operational systems and processes, examining financial data and conducting quality control checks. Cost-conscious and communicative professional familiar with business principles and operational management and budget development practices. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
21
21
years of professional experience
Work History
Senior Operations Manager
Capital One
03.2024 - 06.2025
- Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
- Ensured regulatory compliance across all aspects of operations by staying current on financial and banking industry standards while implementing necessary policies or procedures accordingly.
- Prepared documents for internal and external audits.
- Provided leadership for continual management and employee training initiatives.
- Established robust performance metrics to track progress against objectives regularly and adjust strategies as needed for success.
- Continuously assessed emerging quality trends in operations management along with best practices in order to make informed recommendations for future enhancements
- Supervised daily workflow, ensuring adherence to company policies and operational standards.
- Executed reconciliation processes to ensure accuracy of financial records and customer based monetary actions.
- Identified discrepancies in account balances and resolved issues promptly.
- Coordinated with internal auditors and regulatory agencies during audits or examinations, providing necessary documentation and support as needed.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Established strong relationships with key stakeholders, ensuring alignment of operations with overall business objectives.
Process Manager
Capital One
09.2022 - 03.2024
- Created comprehensive documentation outlining procedures for each process step-by-step along with troubleshooting guides, ensuring consistency and best practices shared across teams.
- Developed complex SQL queries to extract and analyze data for reporting purposes.
- Worked closely with Quality Assurance teams throughout development to ensure a high level of code quality and adherence to requirements.
- Worked with analysts to prepare test plans and assess test data.
Principal Coordinator/Operations Coach
Capital One
07.2017 - 09.2022
- Created department training program and led training sessions for new team members, fostering a culture of continuous learning and development.
- Entered data, generated reports, and produced tracking documents.
- Boosted team morale and productivity by organizing team-building activities and maintaining open-door policy for feedback and concerns.
- Enhanced team communication by implementing weekly coordination meetings and detailed project update emails.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Developed and maintained documentation for transaction processing procedures.
- Conducted thorough investigations into any discrepancies or anomalies within processed transactions, taking correct action as needed to maintain data integrity and customer satisfaction
- Enhanced customer satisfaction with timely and accurate transaction processing, ensuring seamless service delivery.
- Provided support during peak periods or staff shortages to ensure that all transactions were processed accurately and in a timely manner without compromising customer service levels.
- Processed verification of deposit accounts before performing transaction.
- Processed entries to make adjustments and post to client accounts.
- Performed quality assurance checks and reported issues to management to discuss solutions.
- Received requests to process financial transactions such as wires, checking and transfers among multiple accounts.
- Reconciled documentation of file to provide accurate transfer of funds.
- Settled funds and verified accuracy in internal accounting system.
- Developed strong working relationships with colleagues across various departments to facilitate efficient interdepartmental collaboration on transaction-related matters.
- Contributed to the achievement of departmental goals by meeting or exceeding individual performance metrics related to transaction volume, accuracy, and timeliness.
- Facilitated regular status meetings to track progress, address challenges, and maintain accountability among team members.
Senior Recoveries Escalations Coordinator
Capital One
10.2015 - 07.2017
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Analyzed trends in escalated cases to identify root causes and recommend process improvements.
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Safeguarded customer data privacy through strict adherence to company protocols when working with sensitive information.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Fraud Account Supervisor
Capital One
06.2014 - 10.2015
- Led fraud detection initiatives, enhancing investigation processes and reducing false positives.
- Aligned team objectives with corporate goals, ensuring consistent focus on reducing fraud-related losses over time.
- Consistently exceeded targets for case resolution times, contributing to overall improvements in departmental efficiency and effectiveness.
- Reduced fraudulent activities by implementing strict account monitoring and verification processes.
- Increased customer satisfaction by providing timely communication on account security issues and resolutions.
- Supported law enforcement investigations as needed, providing detailed documentation and insight into suspected cases of fraud.
- Evaluated customer data to identify and prevent fraudulent activities.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Reviewed transactions and receipts to identify any suspicious activity.
Risk Coordinator
Capital One
12.2008 - 06.2014
- Negotiated payment plans with clients, enhancing recovery rates and fostering positive relationships.
- Conducted account reviews to identify delinquent accounts and implement effective collection strategies.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
- Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
Administrative Assistant
G. Whiting & Associates
06.2004 - 11.2008
- Developed organized filing systems, enhancing document retrieval and compliance with company standards.
- Prepared detailed reports and presentations, supporting decision-making processes for management teams.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
Education
Medical Careers Institute
Richmond, VA10-2006
High School Diploma -
Charles City High School
Charles City, VA06-2004
Skills
- Operations management
- Productivity improvement
- KPI reporting & Strategic Planning
- Employee coaching & Engagement
- Process & Performance improvement
- Hiring and onboarding
- Team leadership & performance evaluation
- Training management
- Journal entries
- Bank reconciliation
- Microsoft Office
Timeline
Senior Operations Manager
Capital One
03.2024 - 06.2025
Process Manager
Capital One
09.2022 - 03.2024
Principal Coordinator/Operations Coach
Capital One
07.2017 - 09.2022
Senior Recoveries Escalations Coordinator
Capital One
10.2015 - 07.2017
Fraud Account Supervisor
Capital One
06.2014 - 10.2015
Risk Coordinator
Capital One
12.2008 - 06.2014
Administrative Assistant
G. Whiting & Associates
06.2004 - 11.2008
Medical Careers Institute
High School Diploma -
Charles City High School
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