Customer Service is all about connecting with customers and solving their needs on an emotional and functional level. In this episode of the Customer Service Weekly podcast, Doug Woodard of Capital One shares how he celebrates customer service all year long and how he and his agents can develop a healthy financial relationship with their customers.

As Senior Vice President of Customer Channels for US Card Customer Experience, Doug is responsible for customer operations across Capital One’s US Card business, spanning both Branded Card and Partnership Card (private label and co-brand cards) portfolios. The Customer Channels organization delivers on a full spectrum of customer support needs including customer service, fraud, disputes, collections, chat, back office operations and supply chain. In addition, the organization provides critical horizontal support functions such as training, knowledge management and workforce management that enable such an extensive operations network.

The Customer Channels operations network spans 24+ sites and 18,000+ agents in six countries, including internal on-shore, offshore captive, third party suppliers, and work at home agents.

Growing up in upstate New York, Doug attended SUNY Albany for both his undergraduate and master’s degrees. He resides in Raleigh, North Carolina, is married to Noel, and they have an adult daughter.

Prior to joining Capital One, Doug held executive roles at both Staples and Citi, leading extensive customer service operations, as well as accountability for the customer experience strategy. Prior leadership positions included roles at L.L. Bean and Accenture.