Capucine Neal

I’m a Team Support Lead focused on regulated support operations—driving 100% FDCPA compliance while leading a team of 11 support specialists in a financial operations and compliance environment. I built and owned an end-to-end QA framework for AI tools (email intent classification, RPA workflow automation, and call transcription) that reduced automated ticket reopen rates from 27% to under 10% by using root-cause taxonomy, calibrated confidence thresholds, and tight vendor feedback loops.

I also run escalation and quality monitoring across Zendesk and Slack, achieving 98% compliance QA scores by triaging compliance-sensitive issues by risk. Beyond compliance, I build knowledge bases, operational playbooks, and SOP-driven onboarding so improvements compound with each ticket, and I partner with Legal/Compliance, product, and engineering to implement new regulatory requirements and catch upstream data or process issues before they scale—plus I’ve brought the same rigor to B2B healthcare partner support, including Django Admin and SFTP-based file ingestion with consistent SLA performance.