Brian Douglas serves as a Principal Coordinator in Governance at Capital One, where he plays a pivotal role in ensuring the integrity and effectiveness of change management processes within Card Servicing. With extensive experience in process evaluation and quality control, Brian leverages his strong analytical...
Brian Douglas serves as a Principal Coordinator in Governance at Capital One, where he plays a pivotal role in ensuring the integrity and effectiveness of change management processes within Card Servicing. With extensive experience in process evaluation and quality control, Brian leverages his strong analytical and technical skills to drive improvements in customer service management and overall customer experience. His proficiency in tools such as Google Suite and Microsoft Office enables him to conduct thorough data analysis, which is essential for identifying trends and informing strategic planning initiatives.
In his current role, Brian coordinates intent change items for presentation in biweekly Change Control sessions, facilitating live meetings that foster collaboration and transparency among stakeholders. His ability to analyze and report on data gathered during the change control process is crucial for maintaining quality assurance and aligning business strategies with organizational goals. Brian's superior interpersonal and presentation abilities allow him to communicate complex concepts effectively, ensuring that all team members are informed and engaged in the governance process.
Brian's commitment to detail and excellence in leadership positions him as a key asset in Capital One's mission to enhance operational efficiency and customer satisfaction. His strategic mindset and dedication to continuous improvement not only benefit the Card Servicing team but also contribute to the broader objectives of the organization. As he continues to navigate the complexities of governance, Brian remains focused on delivering impactful solutions that drive success and foster a culture of innovation within Capital One.
