Sarah Reese
Director, Operations at Capital One
- Role
- Director, Horizontal Operations at Capital One
- Location
- Richmond, VA, US
- LinkedIn followers
- 500 followers
About Sarah Reese
A detail-oriented strategic leader who develops highly motivated, top-performing teams by creating clear goals, empowering, and providing continuous coaching. A continuous learner with superior planning skills. Demonstrates ability to strategically and creatively solve complex business problems within a variety of business areas. Reputation for excellence in people leadership, judgment, and leading department-wide initiatives.
Experience
Director, Horizontal Operations
Sep 2018 — Present · Richmond, VA, US
Lead various areas of customer servicing while elevating both the agent and customer experience through partnership across the value chain- Led teams, transforming operational metrics and visual reporting for Credit Bureau Disputes, Specialty Operations, High Value and Work at Home -pre-Covid- Expanded the Credit Bureau Disputes (CBD) footprint to 2 additional sites,for resiliency- Drove automation enhancements reducing CBD staffing needs by over 150 agents (25%)- Built local site level strategy and programs to increase associate engagement and partnered with other site leaders to stand up similar strategies; Migrated all 1800 associates to work from home in 2 weeks with COVID earning “Circle of Excellence” award - Doubled Work at Home operations in a well managed way from 700 agents to 1700 agents in less than a year expanding to several new states- People Champion for Servicing department in 2019 to present leading Performance and Talent Management for 2800+ associates- Led Associate Expectations in 2019 and 2020 as well as a Performance Management pilot programs with HR testing new PM techniques- Drive complex projects and programs by providing strategic direction and project management- Transformed Special Operations back office standing up key process metrics and GEMBAs to run a well managed operations with substantial reduction in risk events. Increased engagement of the 240 associate department by 50% up to 87% engagement.
Education
Wake Forest University
B.S., Analytical Finance
Virginia Commonwealth University - School of Business
M.B.A., Business
2004 — 2006
Skills
- Management
- Vendor Management
- Pmp
- Credit Cards
- Leadership
- Project Management
- Strategy
- Business Process Improvement
- Program Management
- Process Improvement
- Six Sigma
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