Brittany W

Detail-oriented professional skilled in managing customer accounts and ensuring compliance with regulations. Proven track record of enhancing service delivery and building strong client relationships to drive satisfaction and operational efficiency. Striving to ensure customers are happy.

Account Specialist at Capital One Bank N.A (2014-10 – 2026-07)

• Analyzed account data to identify trends and recommend solutions for improvement.
• Managed client inquiries related to wire transfer status, providing timely and accurate information.
• Collaborated with cross-functional teams to streamline wire transfer workflows and reduce processing times.
• Maintained compliance with federal regulations by staying up-to-date on industry best practices and adjusting procedures accordingly.
• Enhanced customer satisfaction with timely and accurate wire transfers, ensuring adherence to company policies and procedures.
• Established strong relationships with banking partners, facilitating smooth transactions and promoting effective communication channels.
• Participated in regular audits to ensure compliance with applicable laws and regulations related to dispute management and fraud prevention.
• Implemented fraud prevention measures by rigorously screening transactions for suspicious activity or inconsistencies.
• Provided product information and troubleshooting support, ensuring accurate resolution of issues.
• Collaborated with team members to streamline processes, improving response times and service quality.
• Trained new hires on customer service protocols and best practices to ensure consistency in service delivery.
• Analyzed customer feedback to identify trends, informing improvements in service strategies and offerings.
• Led initiatives to enhance team performance through regular coaching and constructive feedback sessions.
• Developed training materials for ongoing staff development, fostering a culture of continuous improvement within the team.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Led team of analysts, enhancing case resolution processes and improving response times to suspicious activities.
• Managed customer accounts, ensuring accurate information and compliance with policies.
• Collaborated with cross-functional teams to enhance service delivery and resolve client issues.
• Provided training and mentorship to junior staff on best practices and company procedures.
• Supervised fraud investigations, ensuring compliance with regulatory standards and internal policies.
• Resolved customer inquiries efficiently through multiple communication channels, enhancing overall satisfaction.
• Evaluated the effectiveness of internal controls against fraud prevention strategies, recommending improvements as necessary.
• Processed high-volume wire transfers efficiently, ensuring compliance with regulatory requirements.

Communications Dispatcher at Petersburg Bureau of Police (2008-01 – 2014-10)

• Managed incoming emergency calls, prioritizing responses based on urgency and nature of incidents.
• Operated radio communication systems to relay critical information to police units effectively.
• Coordinated with various agencies to ensure seamless information flow during emergencies.
• Monitored real-time data and dispatch software for efficient resource allocation and incident tracking.
• Reduced errors in communication by maintaining precise records of dispatched calls and resource allocations.
• Expedited assistance to callers in distress by providing clear instructions during life-threatening situations.
• Provided exceptional customer service when addressing non-emergency inquiries from the public, demonstrating empathy and patience.
• Implemented quality control measures for consistency in call handling procedures and response strategies.
• Collaborated with fellow dispatchers, sharing knowledge and expertise to facilitate seamless operations.

Bachelor of Science in Mass Communications – Virginia Commonwealth University (2015-05)