10 Capital One customer service leaders
Vice President - Head of Card Servicing, Director of Bank Voice Operations (Retail Contact Center) and Director Servicing Operations are among the current titles held by these Capital One customer service leaders. A reader can learn how customer service leaders work at Capital One from people who have held the role.
Professionals to explore
Amit Sonnilal
LinkedInExperience: Vice President - Head of Card Servicing · Capital One
Amit Sonnilal has been Vice President - Head of Card Servicing at Capital One since May 2025, based in McLean, Virginia. At Capital One, Amit Sonnilal was also Vice President - Organizational Excellence and Enablement from 2024 to 2025, Vice President, Customer Channels from 2023 to 2024 and Senior Director, Customer Channels from 2022 to 2023.
Angela Anacay
LinkedInExperience: Director Servicing Operations · Capital One
Angela Anacay has been Director Servicing Operations at Capital One since February 2026, based in New Castle, Delaware. Angela Anacay was Director Customer Service Operations at Discover Financial Services from 2021 to 2026, Senior Manager Operations Center there from 2019 to 2021 and Department Manager there from 2017 to 2019.
Jill Parker
LinkedInExperience: Senior Director · Capital One
Jill Parker has been Senior Director at Capital One since July 2020, based in Camden, Maine, and the role description says it leads customer facing operations for Capital One Trade Credit including Customer Service, Cash Application, Credit & Collections. Jill Parker was Director of Client Support Center at athenahealth from 2015 to 2019.
Kara Johnson
LinkedInExperience: Former Director, Customer Care, Titles & Total Loss · Capital One
Kara Johnson is a former Capital One service leader who was Director, Customer Care, Titles & Total Loss at Capital One from 2010 to 2018, based in the Dallas-Fort Worth Metroplex. Kara Johnson has been Senior Manager, Customer Care Operations at Catalyst Brands since 2018, and the profile describes work enhancing operational efficiency and customer satisfaction through process improvements and technology integration.
Kenya Palmer-Chalmers
LinkedInExperience: Former Senior Director Call Center Operations · Capital One
Kenya Palmer-Chalmers is a former Capital One service leader who was Senior Director Call Center Operations at Capital One from 2016 to 2021 and Director of Call Center Operations there from 2013 to 2016, based in the Washington DC-Baltimore Area. Kenya Palmer-Chalmers was also Vice President Operations at Capital One from 2022 to 2025, and the profile describes expertise in leading frontline customer service and operations.
Paco Feliu
LinkedInExperience: Director, Card Servicing Operations · Capital One
Paco Feliu has been Director, Card Servicing Operations at Capital One since January 2026 and Director, Global Partner Services, Card Contact Center Supplier Support there since September 2026, based in Lakeland, Florida. At Capital One, Paco Feliu was also Senior Manager, Small Business Operations from 2020 to 2022, and the profile describes experience transforming high-performance service operations.
Pamela Cohn-Roy
LinkedInExperience: Vice President, Head of the Customer Office · Capital One
Pamela Cohn-Roy has been Vice President, Head of the Customer Office at Capital One since June 2025, with the listing's location given as the United States. At Capital One, Pamela Cohn-Roy was also Vice President, Head of Customer Experience & Advocacy from 2023 to 2025, a role the listing places in the Customer Service department, and Vice President, Customer Services & Strategy from 2022 to 2023.
Raegan Morris
LinkedInExperience: Senior Vice President, Head of Customer Channels, Card and Retail Bank · Capital One
Raegan Morris has been Senior Vice President, Head of Customer Channels, Card and Retail Bank at Capital One since February 2024, based in Henrico, Virginia. At Capital One, Raegan Morris was also Head of Customer Channels, Card and Retail Bank from 2023 to 2024, Managing Vice President and Head of Contact Center Operations, US Card from 2022 to 2023 and Vice President, Card Customer Experience from 2017 to 2022.
Sarah Reese (Hagenian)
LinkedInExperience: Director, Horizontal Operations · Capital One
Sarah Reese (Hagenian) has been Director, Horizontal Operations at Capital One since September 2018, based in Richmond, Virginia, and the role description says the role leads various areas of customer servicing while elevating both the agent and customer experience. Sarah Reese (Hagenian) was Director, Horizontal Marketing Operations at Capital One from 2014 to 2018.
Zachary Beattie
LinkedInExperience: Director of Bank Voice Operations (Retail Contact Center) · Capital One
Zachary Beattie has been Director of Bank Voice Operations (Retail Contact Center) at Capital One since December 2025, based in Greater Philadelphia, with a profile summary that opens Head of Retail Bank Contact Center. The listing also shows a Director - Project Management and Innovation with Branches and Cafes row at Capital One starting in 2018, and Zachary Beattie was Customer Experience Lead (Manager) - East Coast there from 2012 to 2014.
Choose the right perspective
Match the person's area, such as card servicing, retail bank contact centers or customer experience operations, to the decision you face. Check each person's dates and current title, since the timing of a role shapes what the person can speak to.
Questions to take into the conversation
- 01What did you focus on first when you took on your customer service role at Capital One?
- 02How do you decide where a customer's request is best handled?
- 03What has your own work taught you about coaching frontline service teams?
Reaching Capital One customer service leaders
How can I contact one of these Capital One customer service leaders?
Pick one of the 10 people on this page and choose "Book a paid call", or describe your project to find others. You offer a fee for a 15-minute call or a written answer, Instant Expert finds the person's work email and sends the invitation, and they decide whether to accept. The list covers 1 company: Capital One, based on profile data retrieved on October 25, 2026. Being listed here doesn't mean someone has agreed to take calls.
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Yes. An agent with a USDC wallet on Base can ask one question without an Instant Expert account. It names the person, for example by the LinkedIn URL on this page, and pays per ask over x402 (HTTP 402). The person answers in writing or by voice note, and if nobody answers within 7 days, the payment goes back to the wallet automatically. Claude and ChatGPT can do the same through the Instant Expert connector: setup is at /docs/mcp for Claude and /docs/chatgpt for ChatGPT. x402 docs
About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot; roles marked former had ended by then. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.