1. 2530 Dorel Lane
North Chesterfield, VA 23236
804-517-8098
loneshadow29@yahoo.com
Brandon Ashburn
Experience Capital One, Richmond, VA Jul 2010 - Present
Process Manager – Transaction Monitoring
Duties Performed: Developed MS Excel tools which utilized VBA and Teradata SQL to pull transactional and
account information which reduced investigation time for agents, developed several tools which utilized VBA to
automatically generated metrics and visuals to be used for monthly metrics, created automated burndown
charts which was used to assist leadership in alert/case forecasting, developed an Excel tool and SQL script
which was used in a triage process to help reduce Fraud alert population, developed an Excel project manager
tool which is similar to MS project, developed a production scorecard which will automatically pull agent data
based on user inputs, reviewed alerts as part of an OCC request, assisted with questions regarding MS Excel
and Teradata SQL, other duties as needed
Principal MIS Coordinator – ESCRA, Controls, Analytics & Protections
Duties Performed: Reviewed weekly DMDC check report and communicate findings with lines of business, reviewed
weekly exception reports for branded book and partnership to identify GRC and business failures, performed updates to
the SCRA decisioning tool, fulfillment calculators and production scorecard, developed tools/SQL script for new manual
check process, pull data via Teradata SQL for various customers, reconciling fulfillment cases for all lines of business
to ensure that all cases enrolled in benefits were enrolled by each line of business, assisted with requesting computer
access as well as installation of software, trained several classes in Microsoft Excel, Microsoft Excel mentor to two
associates, assisting agent prepare for Intro to Teradata SQL class, other duties as needed.
Sr Ops Prod Coordinator – ESCRA, Analytics
Duties Performed: Reviewed weekly exception reports for branded book and partnership to identify GRC and
business failures, performed data analysis to determine if credit shortfalls broke SCRA statute, performed quality
control audits of partnership fulfillment cases to ensure accuracy, subject matter expert in MS Excel, assisted with
development of ADA controls and tools, taught an intro to MS Excel class, taught a class on using the VLOOKUP
formula, trained beta testers for draft calculator, a mentor for a member of leadership to train them on using excel,
owned process for the creation of tools to be used by the department, developed several Excel tools for SCRA and ADA
including a calculator which would assist production in the manual calculation of retroactive credits and tracked test
results during alpha and beta testing phases, performed updates for Excel tools used by the department as well as
answered any questions regarding the updates, assisted with requesting computer access as well as installation of
software, performed review of online intake remediation initiative to ensure that cases were created for all online SCRA
requests, perform edits of SQL code for QC exception reports, assisted agents with technical support, other duties as
needed.
 March 2014 – QC Associate of the Month
 2nd
Quarter 2014 - QC Associate of the Quarter
Sr Ops Prod Coordinator – ESCRA, Cross Line of Business
Duties Performed: process incoming SCRA requests, calculate retroactive credits via BOBJ and manual calculation,
share incoming requests with other applicable lines of business, in charge of BAT tracker process, owned agent driven
continuous process improvement process, supported March 2013 process change objective, technical support for lend
agents who assisted with production, drafted and provided weekly reporting of double blind reconciliation process,
provided weekly reporting of cross line of business intake and fulfillment processes, handled cross line of business
sharing for intake and fulfillment, performed adhoc requests for leadership as needed, created tasks and assisted with
process map for cross line of business sharing, other duties as needed.
 1st
Quarter 2013 – ROAR award
Ops Prod Coordinator – Merchant Disputes
Duties Performed: Investigating customer dispute cases, analyze each case and decide which course of action to
take, process chargebacks within each corresponding system, contact cardholder to advise on certain actions taken or
request additional information, peer coaching/mentoring, assisting associates with potential loss/QA disputes, assisted
with Chordiant FDCM release testing and validation, co-facilitator of the Continuous Process Improvement committee,
create and present monthly CPI summary to members of leadership, coordinated and performed several special
projects within and outside the department, assisted management with dispute case research and provided information
as needed, peer mentoring, How-To content review, floor support, other duties as needed.
 1st
and 4th
Quarter 2011 – ROAR award
 April and 2nd
Quarter 2011 – Employee of the month

2. Experience
(cont.)
Exclusive Staffing, Richmond, VA Mar 2000 – Jul 2010
Various Titles
 Title: Sr. Data Entry Operator 12/07/08 – 07/16/10
 Duties Performed: Investigating customer dispute cases, analyze each case and decide which course of action to
take, process chargebacks within corresponding system, peer coaching/mentoring, contact cardholder to advise on
certain actions taken or request additional information, process cases in other queues than primary role (as needed),
other duties as needed.
 Title: Router, Planning Dept. 7/06/07 – 10/13/08
Duties Performed: Creation, editing, and deletion of district school bus routes, auditing and revision of school
activities, uploading student information via MapNet, download of student information via AS400, creating reports
based on student/stop/route data, retrieving routed stop data from MapNet software for website updates, customer
service, and other duties as needed.
 Title: Documentation Specialist / 10/13/03 - 10/13/04, 02/16/05 - 02/28/06
Asst. Document Process Leader / 06/19/06 - 06/15/07
Back Up Document Control Coordinator
Duties Performed: Creation and upkeep of production work instruction manuals, handling and filing of production
system reports, distribution of new system reports weekly for production personnel, assist training coordinator with filing
and verification of training materials, assist with documentation simplification project, assist with QS department
prepare for ISO registration, transfer paper documents to electronic format, recreation of system reports into Excel
format, assist Quality Management Systems with document control process, other duties as required.
 March 2006: recognized by client for worked performed in supporting the Quality System Star Points for ISO 9000
registration.
 Title: Assistant Project Coordinator 04/10/06 – 06/16/06
Duties Performed: Assisting I.S. department with creation and deletion of network, internet, email, and software
accesses for company employees/contractors. Assigning of management reports to processors for deletion of said
accesses and approve when report has been completed, create spreadsheets showing progress and inability for certain
deletions to management, processing of management reports, contacting processors to expedite execution of deletions,
other duties as required.
 Title: Budget Analyst 11/29/04 – 02/11/05
Duties Performed: Access budget information through Business Warehouse, analyze and locate any discrepancies or
areas for improvement in spending. Create spreadsheets showing vendor spending and other data as needed,
formatting them accordingly. Report to manager on findings. Other duties as required.
 Title: Helpdesk Support 01/27/03 – 03/03/03
Duties Performed: Technical support for branch stores, answering phones, credit card software installations for all
branch PC’s, install and configuration of server and client antivirus software, creating and distribution of CD’s containing
client antivirus, PCAnywhere, and credit card software installs to all branches, cleaning and configuration of new branch
PC’s for distribution, other duties as required.
Education AAS - Microcomputer Information Management , Bryant & Stratton College, Richmond, VA
 Graduated cum laude
 Member of Alpha Beta Gamma Business Honor Society
Diploma – College Prep, Lloyd C. Bird High School, Chesterfield, VA
 Member of Future Business Leaders of America
Skills Typing Speed: 50wpm
Training: ISO 9001:2000
Computer Skills: computer hardware/software installation, Microsoft Windows, Mac OS 8.0, Microsoft Office 2010
(Word, Excel Powerpoint, Outlook), VBA for Excel, Microsoft Visio, Business Warehouse, SAP, Internet Explorer,
Google Chrome, Livelink/Knowledgelink, MapNet, AS400, TSYS, Casper/Resolve, Chordiant FDCM/Standard Case,
Visa ROL, BOBJ, Cocoa, ProphIT, CDI, BOBJ, Recap, FastData, Sassy, Titan, Teradata SQL Assistant, HTML,
DMDC/MLA (Multiple Record Request)
References Available upon request