Kathryn Fones
Kathryn (Katie) Fones is an accomplished Small Business Team Lead at Capital One, bringing over a decade of progressive experience in customer support, digital resolutions, and team leadership. Known for her strong communication skills and collaborative approach, she has built a reputation for guiding teams with clarity, empathy, and a commitment to operational excellence. Katie’s leadership style is rooted in empowering others, fostering a positive work environment, and ensuring that both customers and team members feel supported and valued.
Katie began her journey with Capital One in 2014, steadily advancing through roles including Sr. Coordinator, Sr. Chat Advocacy Coordinator, and Assistant Team Lead before stepping into her current leadership position. Across these roles, she has demonstrated a consistent ability to drive performance, implement process improvements, and contribute to a culture of innovation within the organization. Her dedication to delivering high-quality service and her ability to adapt in a fast-paced environment have made her a trusted leader among her peers.
Originally from the Greater Richmond region, Katie earned her Advanced Studies Diploma from Randolph-Henry High School, where she was an active member of the Beta Club. She later expanded her professional skill set by completing a Human Resource Certification from the University of Phoenix, strengthening her expertise in personnel administration and organizational development. Katie continues to bring passion, professionalism, and a people-centered perspective to her work, making a meaningful impact within Capital One and the clients she serves.
• University of Phoenix - Human Resource Certification
• University of Phoenix - BS
What do you attribute your success to?
I attribute my success to the exceptional leadership teams that have supported and guided me throughout my journey. Their mentorship, vision, and commitment to excellence have shaped my professional growth, challenged me to keep advancing, and inspired me to lead with integrity, purpose, and compassion.
What’s the best career advice you’ve ever received?
The best career advice I’ve ever received is to remember that not everything is an emergency and to prioritize my mental health with the same intention I give to my work. Taking a measured, thoughtful approach allows me to stay focused, make better decisions, and show up as my best self for both my team and the people I serve.
What advice would you give to young women entering your industry?
My advice to young women entering this industry is to be confident in your abilities and to speak up for yourself. Your voice, perspective, and contributions matter so trust your expertise, advocate for your needs, and never hesitate to take up the space you’ve earned.
What are the biggest challenges or opportunities in your field right now?
One of the biggest challenges in the field right now is determining the right next steps for career growth while building a strong professional network, which can feel complex in a constantly evolving landscape. At the same time, there are meaningful opportunities especially in developing the confidence to speak up and engage more actively in professional spaces. Although she finds this challenging at times, embracing her voice creates avenues for visibility, influence, and long-term success.
What values are most important to you in your work and personal life?
Communication is the value that matters most to me in both my work and personal life. Clear, respectful, and timely communication fosters trust, strengthens relationships, and ensures that expectations are met. It allows me to collaborate effectively, support others with intention, and maintain a balanced, grounded approach in every environment I’m part of.