Arleese Owens, Cpc, A-Csm, Csm, Sp Email & Phone Number

Tysons Corner, Va

-Lead the daily Scrum stand-ups and Agile development sprint planning meetings for multiple, concurrent projects; showcase flexibility, entrepreneurial spirit, and project management abilities to aptly lead project activities.-Improve operational efficiency and customer request process by demonstrating business acumen to innovate new processes and workflows, including intake process management.-Practice attention to detail and programming abilities to automate several business processes via Jira updates to assist in reducing manual work.-Function in partnership and collaboration with team members, stakeholders, or customers to develop workable solutions on various issues, reporting a positive impact on company operations.-Reduced efforts spent on ensuring compliance by at least 35% by programming a tactical compliance process/ strategy.-Acted as a mentor, coach, leader, trainer to the team, product owners, and senior leadership in all areas where needed.

Chesapeake, Virginia, United States

-Pioneered and successfully sustained the Transfer & Innovation Pod of the organization; identified key growth opportunities by collaborating with different business lines, which brought continuous improvements.- Identified innovative ways to improve processes that benefit the company, the agents, and customers. - Offered feedback to executive-level management on the effectiveness of strategies.- Established knowledge-sharing processes for associates throughout the organization.- Collected and reported information on competitive activity during presentations.- Identified and drove creative solutions for problems.- Coordinated and lead efforts across a large cross-functional team.- Planned, directed and monitored agile ceremonies.- Trained and supported users during new system implementations andupgrades.- Computed, recorded, and proofread data, records, and reports fordifferent lines of businesses.- Worked closely with company executives to identify new businessopportunities.-Utilized leadership abilities to effectively train and support users during implementations and upgrades of new systems.-Exercised keen attention to detail to identify areas for improvements and creative problem-solving abilities while programming resolutions; collected and reported information on competitive activity during meetings/presentations.

Chesapeake, Virginia, United States

-Adhered to company guidelines and procedures while managing inbound as well as outbound calls to efficiently redirect calls to proper recipients.-Attended focus groups to assist with the continuous improvement for the department C.E. and maintain superior quality assurance and compliance results.-Served as a panel member of P.A.C.E (Process and Customer Experience) accountable for updating account information and guaranteeing complete as well as appropriate documentation was executed.

Hampton, Virginia, United States

-Record progress of coaching-Analyze representative statistics to identify their area of opportunities-Coach individuals and teams-Reviewing data on spreadsheets to compare stats to identify areas ofopportunity-Document the observations and report them daily to senior leadership-Assist representatives with reaching their quota by coaching them thrucalls or taking over the call for them to observe and to apply it to theirdaily routine-Monitor calls to make sure reps are applying feedback & also to ensurethey follow the FDCPA guidelines-Manage time off request, providing up to date training sessions, providereps with their daily reports, hold team meetings and motivate theteam.-Work with the Vice President & Assistant Vice President as a subjectmatter expert to identify problems, then execute a plan to help resolve them.-Demonstrated relationship-building expertise to develop rapport with representatives, making providing them performance feedback and identifying their area of opportunities efficient.-Acted as a Subject Matter Expert on problem identification and solving with the Vice President and Assistant Vice President; remained proactive and energetic while engineering creative solutions.-Guaranteed that representatives achieved their quantitative metrics/ quotas by developing a training strategy done thru calls; took over some calls for them to observe and monitored their calls to ensure they were following the FDCPA guidelines.