Marie Hall
Dublin
Summary
Results-driven Process Coordinator with a proven track record in enhancing efficiency and compliance. Skilled in risk management, process improvement, and change management, contributing to significant operational improvements.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Process Coordinator II
Capital One
Henrico, USA
06.2022 - 02.2026
- Collaborated with quality assurance to observe trends and suggest process improvements.
- Supported software enhancements and requested training to bolster compliance.
- Monitored risks and assisted in managing risk events and remediation efforts.
- Contributed to account research for audits.
- Facilitated change management forum for US card servicing to gather feedback and improved efficiency of the process by 20%.
- Assessed impacts and requested actions to ensure successful transitions for customers and phone agents.
- Assisted in control testing of non-voice controls.
- Facilitated card legal compliance and risk office hour meetings, including note-taking and scheduling.
Sr. Quality Assurance Coordinator
Capital One
Henrico, VA, USA
12.2018 - 06.2022
- Assisted in listening to calls and analysing regulatory compliance and business intent.
- Supported process improvement initiatives and identified necessary remediations.
- Conducted root cause analysis and observed trends.
- Helped onboard new business partners for quality monitoring.
- Aided in creating and updating business dashboards for stakeholder data sharing.
- Developed training materials and facilitated training for newly onboarded queues.
- Created and maintained standard operating procedure documents.
- Participated as a beta tester for new department software.
- Recognised with multiple awards for effectiveness and process improvement.
- Acted as a compliance subject matter expert.
Fraud Detection Coordinator
Capital One
Glen Allen, VA, USA
01.2017 - 12.2018
- Assisted with customer identity verification through document checks and digital tools including credit browser, LexisNexis, and business registration sites.
- Supported verification of account activities with customers.
- Recognised patterns indicative of fraud.
- Conducted basic investigations to confirm account validity.
- Identified and reported anomalies in fraud trends, referring cases to AML.
- Provided training and guidance to colleagues to enhance team performance.
- Achieved recognition through FDO awards for consistent high performance.
- Acted as KYC subject matter expert.
- Developed excellent working knowledge of industry trends and improvements in processes.
Moderator
Modsquad
Sacramento, CA, USA
01.2010 - 01.2018
- Supported moderation of diverse projects for various clients.
- Assisted in facilitating online events and community planning initiatives.
- Guided customers in navigating resources and functions within virtual communities.
- Ensured security and oversight of simulated community environments.
- Moderated children’s forums and games, adhering to COPPA regulations.
- Documented and analysed community trends.
- Moderated and monitored social media.
- NDA protected projects.
Special Products Team Leader
Alcatraz Media, Inc.
Atlanta, GA, USA
01.2008 - 01.2010
- Assisted with sales of travel packages, tours, and attraction tickets.
- Provided customer service for travel products and conducted data entry tasks.
- Supported setup of new products for sale and communicated with customers and suppliers.
- Processed financial transactions and assisted with problem resolution.
- Supervised a team of reservationists and supported creation of streamlined processes for third-party reservations.
Education
Bachelor of Science - Business Management
Western Governors University
Seattle, WA01.2017
Licensed Practical Nursing Diploma -
Lanier Technical College
Oakwood, GA01.2012
Associate of Science - Business Administration
Georgia State University Perimeter College
Clarkston, GA01.2007
Elementary School Education
Palacky University
Olomouc, Czech RepublicSkills
- Microsoft Office
- Google Suite
- Basic Jira skills
- Workday
- Data analysis
- Risk management
- Process improvement
- Change management
- Quality assurance
- Performance monitoring
- Quality control procedures
- Quality assurance methods
- Regulatory compliance
- Medical terminology
- Online content moderation
Websites, Portfolios and Profiles
https://www.linkedin.com/in/malarwen/
Languages
English
Proficient
C2
Czech
Proficient
C2
Slovak
Advanced
C1
German
Intermediate
B1
Certification
- ABA Certificate in Operational Risk Management
- ABA Certificate in Risk Management Frameworks
- CompTIA Project
- BPM - Business Process Management
Hobbies and interests
- Travel
- Literature
- Geography
- Geology and geomorphology
- General sciences
- Dogs
Timeline
Process Coordinator II
Capital One
06.2022 - 02.2026
Sr. Quality Assurance Coordinator
Capital One
12.2018 - 06.2022
Fraud Detection Coordinator
Capital One
01.2017 - 12.2018
Moderator
Modsquad
01.2010 - 01.2018
Special Products Team Leader
Alcatraz Media, Inc.
01.2008 - 01.2010
Bachelor of Science - Business Management
Western Governors University
Licensed Practical Nursing Diploma -
Lanier Technical College
Associate of Science - Business Administration
Georgia State University Perimeter College
Elementary School Education
Palacky University