1. KATHLEEN NIXON
.
SKILL SET
 Microsoft:Word, Excel,and PowerPoint
 Outlook
 WHIRL
 CHAMPS
 IRIS
 SharePoint
 QualityCenter
PROFESSIONAL EXPERIENCE
Capital One, Rolling Meadows, Illinois
Process Manager
1989 - 2015
Actively participate on projects; ensure team participation for my supported business area. To
fully support the business; identify & fully vet all customer, business, and regulatory impacts;
update project documentation. Work as an SME across various areas of the business
represented by CCSS. Effectively communicate project information to the business. Ensure
timely, clear & concise communication to business owner(s) for impact analysis/planning.
Understand the business owner’s needs, tailor written & verbal communications to meet their
needs Support business/contact center during major releases or project implementations. Act
as point of contact on behalf of business/contact center. Coordinate & conduct validations.
Track and follow-up on incidents and send timely communication updates.
HSBC Audit and Compliance, Rolling Meadows Illinois
2011- 2012
(HSBC acquired by Capital One)
Process Manager
Manages and monitors process. Identifies areas for process improvement or development. Builds
processes, including process maps, to ensure appropriate management and governance of critical
processes. Documents and communicates new/revised process. Manages communications,
specific to their processes, for multiple levels of management, including executive level
communications.
HSBC OH, Wooddale, Illinois

2. (HSBC acquired by Capital One) 2009 - 2011
Process SME
Working as an SME Actively participate on projects; ensure team participation for my supported
business area. To fully support the business; identify & fully vet all
customer, business, regulatory impacts; update project documentation. Effectively communicate
project information to the business. Understand the business
owner’s needs, to ensure systemic delivery of front end tools that are end user dynamic. Support
business/contact center during major releases or project
implementations. Act as Point of Contact on behalf of business/contact center. Coordinate &
conduct validations. Track and follow-up on incidents and send timely
communication updates.
HSBC Call Center Customer Service
(HSBC acquired by Capital One) 2008 – 2009
Unit Manager Unit Manager Customer Service / Sales
Lead, develop and motivate an internal team of 15-25 associates. Maintain high levels of
morale through change; Provide continuous feedback and coaching to improve and maintain
high standards of quality customer experience, effectiveness and efficiency metrics. Prepare
and deliver monthly performance reviews for direct reports. Manage business level metrics
(pen rates, occupancy) to high efficiency standards. Share in the accountability for a business
level function team (Logistics, quality, innovation, morale)
HSBC Back office Operations
(HSBC acquired by Capital One) 2000 – 2008
Unit Manager Unit Manager Customer Service
Lead, develop and motivate an internal team of 15-25 associates. Maintain high levels of
morale through change; Provide continuous feedback and coaching to improve and maintain
high standards of quality customer experience, effectiveness and efficiency metrics. Prepare
and deliver monthly performance reviews for direct reports. Manage business level metrics
(pen rates, occupancy) to high efficiency standards. Share in the accountability for a business
level function team (Logistics, quality, innovation, morale)
Education:

3.  High School Diploma: Glenbard East
 Some Collage: College of Dupage Associate degree courses.
 Six Sigma Trained Certified Green Belt: Household International
 Trained in Agile as a Product Owner: Capital One