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Tammy McDonald possesses extensive experience in leadership and process management within Capital One, having progressed through various roles since joining the company in 1986. Currently serving as Process Manager and Quality Assurance Manager, responsibilities include overseeing monitoring of associates evaluating customer interactions, coaching, and trend analysis. Previous roles as Sr. Unit Manager involved leading teams, managing metrics, business planning, and implementing strategies to enhance service levels and customer experience. Tammy holds a degree from Mary Baldwin University, reinforcing a strong foundation for professional development and operational excellence.