Cheryl Lofton has over 20 years of experience in business operations, process management, and compliance roles. She has worked for both Diamond Resorts International and Capital One Bank in various positions focused on improving efficiency, ensuring policy adherence, and managing projects. Her skills include business process management, continuous improvement, risk management, and contract creation and review.

1. Cheryl Lofton
Cheryl.lofton@gmail.com
P. O. Box 3671, Kailua-Kona, HI 96745
(808)-464-0391
CAREER SUMMARY
Business professional with extensive experience working for a U.S. based Fortune 200 company with
emphasis on improving efficiency, productivity and organizational consistency. Background includes 10
years spent in Third Party Management Policy and Compliance adherence, Credit and Loan review.
SKILLS SUMMARY
Business Process Management
Business Operations
Complex and Creative Problem solving
Compliance
Contracts
Continuous Improvement
Governance
Monitoring and Control
Policy and Procedures
Process Mapping
Project Management
Quality Adherence
Risk Management
Reporting
EXPERIENCE
Diamond Resorts International, Royal Kona Resort, Kailua Kona, HI 96740 (808) 329-5897
Full Time Associate – November 2015 – Current
Diamond Resorts International® is a worldwide leader in hospitality and vacation ownership with a network of
more than 420 vacation destinations located in 33 countries throughout the continental United States, Hawaii,
Canada, Mexico, the Caribbean, South America, Central America, Europe, Asia, Australia and Africa.
Contracts Specialist, Nov. 2015 – Current
 Create legal contracts between the company and its clients. Review and proofread agreements for conformity to
company rates, rules, and regulations to ensure quality assurance to maintain department standards.
 Retrieve credit, loan and account history on prospective clients. Record all money transactions; make deposits.
 Follow up with Central Contracts for corrections and recording errors to ensure all contracts are accurate,
signed,notarized and all documentation is completed in a timely manner.
 Support Sales and Quality Assurance associates as necessary to complete paperwork for contracts generated.
 Compile, sales performance, goals reporting.
 Obtain and maintain basic knowledge of products,processes,industry and company rules regarding pre-sale,
policy adherence.
Capital One Bank, 15000 Capital One Drive, Richmond, Virginia, 23238, (804) 967-1000
Full Time Associate - April 1994 to March 2015
Capital One Bank is a diversified financial services company providing banking, investments, mortgage, consumer
and commercial finance across North America and internationally.
Process Manager / Governance and Strategy, Sep 2012 – Mar 2015
 Manage enterprise wide new business intent implementation readiness process. Ensure all impacted areas in
operations and support are engaged and have resource capacity, requirements completed and gaps mitigated
prior to delivery. Confirmed the proper leadership engagement and approvals obtained across the platforms for
general awareness and governance adherence.
 Partnered with the program leads, vertical and horizontal project managers in s upport of the branded book
conversion portfolio of accounts to Capital One’s systems and servicing infrastructure. Monitored 150
initiatives through the delivery for operations assessment and launch readiness process across months of
preparation enabling 162K hours of phone agent awareness and training.
Process Manager / Telephony Operations, Feb 2011 - Sep 2012
 Regional process manager for the Telephony platform IT Governance pre-delivery intake process. Facilitated
intent/scope definition sessions with line of business requester, business analysts and suppliers. Ensured
requests for platform resources had clearly defined business requirements and level of effort estimates prior to
senior leadership review, approval and prioritization for delivery.

2. 2
Cheryl Lofton (808) 464-0391  cheryl.lofton@gmail.com
 Lead the department in Lean management practices, policies, and methodologies by implementing Telephony
platform repeatable production change process creating a fast track option for business as usuallow level of
effort requests that met defined criteria resulting in reduced cycle time and savings to our internal customer.
 Created process transparency using on demand centralized visual and virtual representation of production
delivery intent work in progress. Reported process health, performance, and controls effectiveness in weekly
team Gemba.
Process Coordinator / Monitoring and Control/ Agency Financial Operations, Nov 2009 - Feb 2011
 Performed monthly audits to reconcile account inventory between 3rd Party Supplier and Capital One to ensure
adherence with corporate policies to support credit card customer operations.
 Designed Recoveries Regulation AA/ Z APR Change Compliance procedures. Aligned the process with
required corporate wide US Credit Card Accountability and Responsibility disclosures(CARD) Act initiative.
Ensured the appropriate business critical management, governance, monitoring and control were in place and
adhered to for compliance and audit readiness.
Project Coordinator / Agency Financial Operations Mar 2008 - Nov 2009
 Managed the monthly Accrual process related to Third Party Supplier account inventory exception invoicing.
 Assessed and redesigned customerrefunds end to end process. Managed project with internal
and external groups to ensure clarity of goals and quality and adherence to deadlines. Implemented process
change and set weekly / monthly goals to remediate work back log more efficiently. Introduced process
dashboard,monitoring and controls to track process improvements. Improved process met compliance
requirements within 3 months of implementation.
Project Coordinator / Recoveries Project Management Office Feb 2006 – Mar 2008
 Managed Senior leadership prioritization approval process to allocate resources for new strategic business
aligned initiatives. Incorporated visual presentation into the meeting process to adhere to corporate information
retention policy guidelines.
 Provided project management support managing project schedule,facilitating project meetings, and document
archival for the Recoveries remediation for Project Helix one of the largest Capital One infrastructure
conversion projects.
 Managed the monthly Recoveries Credit Risk Management process meetings. Re-designing the process earned
the department “Best in Class” governance and adherence recognition.
Third Party Supplier Liaison / Risk Mitigation, Apr 1999 - Feb 2006
 Managed 3rd Party supplier relationship to ensure clarity of financial goals and adherence to quality, co llection
and recovery policies. Coached and developed external vendors to enhance their performance and optimize
their profitability for the company.
 Analyzed and compiled various supplier performance and operational efficiency data for 3rd party Agenty
monthly report card for review by senior level management business strategy decisions.
 Supported corporate wide new business strategic initiatives including Secured Card, Home Equity, Small
Business, New Card Recovery and Asset Sales initiatives.
Additional.work experience between April 1994 and February 2006 available upon request.
COMPUTER SKILLS
Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Visio), Clarity, Atlas.
EDUCATION
Virginia Commonwealth University, School of Business / Information Systems, Richmond VA
The Ohio State University, Health and Rehabilitation Sciences, Columbus, OH
PROFESSIONAL TRAINING AND CERTIFICATIONS
Certified Scrum Master Training, March 2011 / Business Process Management Certification, June 2008