William Mathews is an accomplished subject matter expert across several lines of business at Capital One with experience driving positive results through people and process improvements. He possesses strong skills in customer satisfaction, project management, problem solving, communication, and training. Mathews has over 10 years of experience at Capital One in roles supporting various lines of business and facilitating training. He also has experience as a managing editor for a publishing company where he managed teams and met deadlines.

1. Capital One Confidential
WIL L IA M JO S H U A MA T H EW S
3417 W Grace St Apt 2 Telephone: 804-892-6661
Richmond, VA 23221 Email: William.Mathews@Capitalone.com
PR OF E S S ION A L S U M M A R Y
Accomplished subject matter expert across several lines of business in US Card, with a history of driving positive
results in both people and process. Adequately possess the ability to manage multiple projects efficiently while
performing core job duties simultaneously.
AREAS OF EXPERTISE
 Customer Satisfaction
 Project Management
 HVS/CBSS/SMC/Spark/Loyalty
 Problem Solving
 Communication
 Facilitation/Training
COMPETENCIES/SKILLS
 Training and coachingteam members toreach the level of competencies necessary to succeed with
our company
 Partnering withpeers toimplement projects to help drive customer satisfaction
 Providequality customer service to account holders, build and maintain strong customer
relationships
 Exhibit exceptional verbal and written communication skills
 Proficientwith MicrosoftOffice(PowerPoint,Excel,Word)
PROFESSIONAL EXPERIENCE
CAPITAL ONE , JANUARY 2010 – PRESENT
HVSS ESCALATIONS
 Performed both frontline and backofficefunctions across twopositions
 Service HVS/Spark/Swap My Card/Loyalty/CBBS LOBs/Core
 Trusted subject matter expert, especially in the Loyalty LOB
 Facilitated training to both new hires and interns for the Customer Agent Advocacy Team
 Experienced in both Brickand Mortar and Workat Home settings
 Streamline data collectionand reporting process/suggest, help implement improvements
 Providecoaching to both peers and phone agents in both the Loyalty and CBSS LOBs
RVA Game Break/Village Publishing Company- (January 2009-Present)
Managing Editor
 Manage/motivate a team of four-eight interns
 Plan the sports section- concept and layout
 Network/Communicate with 150+ contacts to maintain news flow
 Meet deadlines consistently
EDUCATION
ADVANCED HIGH SCHOOL DIPLOMA, Thomas Dale High School, September, 1999 – June, 2003 – GPA 3.5
MEDIA STUDIES- PRINT JOURNALISM, Radford University, September, 2003 – May 2007 – GPA 3.25