1. Ruth Rodriguez-Campos
(831) 261-6524
marocnruth@sbcglobal.net
Summary of Qualifications
 Dynamic leader and team builder, consistently motivating others toward success.
 Extensive experience, offering years of variety and complexity within project, vendor
and team management
 Unique combination of expertise in training, systems, operations and marketing.
 Outstanding productivity as an associate, a business consulting analyst, and Principal
Process Manager Marketing.
 Bilingual certified in Spanish
Professional Experience
Capital One (formerly HSBC)
Principal Process Manager – Customer Fulfillment
2012 - Present
 Manage the process and team that is responsible for mailing of credit card statements,
including the all the marketing components used on the monthly statements.
 Manage the 3rd party vendor responsible for printing and composing statement
packages and ensure adherence to regulatory and quality standards.
 Manage all phases of project management to include idea analysis, feasibility,
definition, planning, prioritization, and implementation and close out of IT and Non
IT related projects.
 Meet monthly with team members to provide coaching and career development
opportunities. Gemba walks, town hall meetings.
 Identify service failures and escalate to appropriate business owners.
 Provide performance analysis to implement action plan strategies to improve overall
performance.
Sr. Business Consulting Analyst – Marketing 2008 - 2012
 Managed the relationship with the team that responsible for the creation and mailing
of the bank credit cards, statements and letters and ensure adherence to regulatory and
quality standards.
 Strategized with the team to identify and implement processes that would maximize
production and quality throughput.
 Managed the relationship with the payment processing centers and ensure adherence
to regulatory and quality standards.
 Created and implemented standard operating procedures, and initiated and/or
sponsored lean manufacturing projects and concepts.
 Responsible for updating procedures documents for all the customer care agents.
 Certified to translate different collateral material in Spanish.

2. Sr. Business Analyst – Business Relations and Communications 2002 – 2008
 Managed the Visa and MasterCard relationships and ensure HSBC was in adherence
to all quality standards and regulations.
 Managed the MoneyGram and Western Union relationship and ensure adherence to
all quality standards and contractual obligations.
 Created and implemented standard operating procedures, and initiated and/or
sponsored lean manufacturing projects and concepts.
 Prepared daily, weekly, monthly and yearly reports on productivity, process
improvements and system issues.
 Consulted with Systems and the business to identify solutions to incidents on
different platforms such as EDS, Whirl, Pega, Toolbars, Internet, CDM and GUS.
 Partnered with Operations, Marketing, Systems and Compliance to resolve and
prevent future incidents.
 Coordinated testing efforts with Systems and Operations
Other Significant Experience
Household Credit Services, Salinas CA
Sr. Sales Analyst – Customer Retention
 Managed the incentive program for our all sales associates
 Monitored and evaluated processes to ensure the established/approved processes for
sales work stream incentive were being followed and improved as incentive
requirements change.
 Track milestones and deliverables based on the strategic and communications plans.
 Top 10 sales associates for 2 consecutive years
Team Lead – Operations
 Provided A+ servicing with every customer
 Effectively partner with customers and departments across the company provide the
best desired outcome and providing appropriate solutions for the customers
 Track and manage a caseload of escalated inquiries up to 50 pending cases at any
given time Managed quality monitors and provided feedback to associates.

3. Software Skills MS Project Power Point Access
Professional Adobe MS Word MS Excel
Visio
Education and Training
Hartnell Community College Salinas, CA
General Studies
STEP Program – Household International Leadership program.
Performance Management: Objective Setting, Discretionary
Decision Making
Maximizing Performance, Team Dynamics, Diversity Training,
Leaders at all Levels, Supervisor Success, Leading through
change, Service Excellence, Agile Ready, Bilingual Certified
(Spanish)
Community Women’s Crisis Center - Adopt a family program, Junior
Achievement, Relay for Life, Color Vibes 5K, Habitat for
Humanity, Meals on Wheels
Business and Personal references
Constance Totulis
831-678-7271
CapitalOne Finance – Supervisor
IsraelTrevino
831-320-5844
Barclays Bank – Quality Assurance Analyst
Ken Kania
815-347-2827
CapitalOne Finance – Manager Software Engineer
Julissa Gonzales
831-240-5683
CapitalOne Finance – Process Manager Marketing