Jeff Hart has over 20 years of experience in leadership roles managing call center operations and customer service teams. He is skilled in areas like team development, performance management, and ensuring compliance. The document provides details of his professional experience as a Unit Manager at Capital One for over 20 years, where he has led various process improvement projects and trained hundreds of associates.

1. Jeff Hart
Sioux Falls, SD (605) 610-7789 Jeff.Hart@CapitalOne.com Jeffhart@hotmail.com
Call Center Operations Unit Manager
LEADERSHIP / ENGAGEMENT / COACHING / CORPORATE GOVERANCE
Expert in team development, assessing performance and production metrics, behavioral coaching, and cultivating
talent that achieves organizational excellence and effects continuous improvement.
Dynamic management professional with 20 years of leadership experience managing risk operations, customer
service, sales, financial guidance (FGT) and service improvement (SIT). Experience partnering with cross-
functional domestic and global work groups. Proven ability to inspire the vision of success, fuel growth, and guide
team(s) through un-chartered waters. Reputation for fostering cooperation and ownership of organizational
objectives, and ensuring compliance and operational risk controls in accordance with policy and regulatory
standards. Recognized for fostering best-in-class team and business culture focused on people, communication,
performance management, reward and recognition, and promoting environments that value diversity.
Areas of Expertise
Customer Focus • Team Leadership • Ethics and Compliance
Training and Development • Performance Improvement • Project Management
PROFESSIONAL EXPERIENCE
Capital One Services, Sioux Falls, SD 2000 – Present
(Acquired HSBC)
Unit Manager, Call Center Operations (2000-Present)
Directly led a team of 17+ CRT specialists in delivering best-in-class service to our business client base, assessing
and managing KPI, and achieving business goals. Talent for creating excitement and maintaining high levels of
morale through change. Skilled in behavioral coaching and feedback, performance evaluation, cultivating talent and
career growth. Progressed to increasing levels of responsibility leading groups from problem resolution to action
and improvement.
• Effectively trained 250+ Collections associates prior to Branded Book Conversion. Facilitated training for
two months prior to conversion, achieved flawless execution.

2. Jeff Hart (605) 610-7789 ‌/ jeffhart@hotmail.com PAGE 2
• Manage Site Bridging the Gap Project to share learning and best practices with CRT management between
Sioux Falls and Chesapeake to ensure consistent and collective execution. The objective is to deliver best-
in-class service to our customers, improve, sustain best-in-class CSAT results and getting both sites
management on the same path.
• Adept knowledge of Corporate Governance, managing and operating within a highly regulated
environment. Reputation for effecting high levels of policy and procedure accuracy.
• Recognized for innovation and initiative in advancing ONE TEAM philosophy and Capital One Values.
Create monthly Fun Calendar and ad hoc events, Brand News Letter.
• Recruited and trained associates in collections, PNQ, Retention, Core and CRT, on best practices and dialer
integration processes, ensuring effective employee engagement, quality and compliance measurements
were achieved.
• Partnered and strategized with cross-functional work groups to achieve operational efficiency with target
time frame
• Effectively trained 250+ outbound collection associates and 250+ inbound collection associates in the
Philippines. Facilitated the entire startup of our inbound unit in the Philippines, achieved flawless
execution. I co-created all of the training material for Inbound and outbound.
• Prior to and during the startup of the Philippines I was responsible for training and developing the inbound
and outbound department manager, along with 18 unit managers between the two departments. My initial
stay was supposed to be 3 months. Due to excellent performance and engagement, the site director
requested I stay a total of 6 months. After returning home, I was requested to go back for another 3 month
stent to continue with the manager development.
Store manager (1994-2000)
McDonalds, Sioux Falls, SD
Store manager, Responsible for eight managers and multiple projects within the everyday operations. Accountable
for 90 FTE with emphasis on customer experience.
• Recruited and trained associates, on best practices and processes, ensuring effective employee engagement,
quality and compliance measurements were achieved.
• Partnered and strategized with cross-functional work groups to achieve operational efficiency with target
time frame.
• Tasked with project to evaluate the quality and cost effectiveness.
• Recommend and diagnose production and quality MIS reporting necessary to meet business requirements.
• Identified opportunities to improve customer experience and employee engagement
• Developed procedures to ensure compliance with company operating and regulatory standards.
Store Manager (1998-1999)
A&W, Sioux Falls, SD

3. Jeff Hart (605) 610-7789 ‌/ jeffhart@hotmail.com PAGE 2
Store manager, Responsible for three managers and multiple projects within the everyday operations. Accountable
for 20 FTE with emphasis on customer experience.
• Recruited and trained associates, on best practices and processes, ensuring effective employee engagement,
quality and compliance measurements were achieved.
• Partnered and strategized with cross-functional work groups to achieve operational efficiency with target
time frame.
• Tasked with project to evaluate the quality and cost effectiveness
• Recommend and diagnose production and quality MIS reporting necessary to meet business requirements.
• Identified opportunities to improve customer experience and employee engagement
• Developed procedures to ensure compliance with company operating and regulatory standards.
EDUCATION
Associates degree - Accounting, National American University, Sioux Falls, SD
Emphasis on Accounting/Auditing Management
BOC – McDonalds Basic Operations course, Minneapolis, MN
AOC – McDonalds Associate Operations course, Minneapolis, MN
HU - Hamburger University – First step in owning and operating your own franchise store. Chicago, IL
PROFESSIONAL DEVELOPMEMT
I am in the process of getting my Bachelors in Accounting, than plan to continue to a Masters.
Various training and courses including Center for Business Solutions (Collection Call Model),
Six Sigma: Listening to the Voice of the Customer, Managing People, Mitigating Risks, Dynamics of Leadership
TECHNICAL SKILLS
Word, Excel, PowerPoint, Outlook