Capital One Auto Finance
- Title Department - Managed staff of 12 associates
- Increased perfection rate from 92% to 99% in the first two years
- Streamed-lined procedures to work through backlog of 24,000 accounts.
- Handled escalated calls from customers to resolve complex issues
- Collaborated with incentive design team to streamline associates’ incentive plan
- Conducted weekly team meetings to inform, train and motivate associates
- Conducted associates' monthly and yearly performance evaluations to provide development and improve performance