Ashley Cooper Email & Phone Number

Richmond, Virginia, United States

• Led process improvement initiatives across various external suppliers/third party vendors, resulting in a 27% reduction in cycle time and a 33% increase in efficiency.
• Reviewed written and electronic correspondence from third-party vendors, developed SLAs and ensured applicable laws and regulations were considered
• Conducted comprehensive process audits and presented findings to senior leadership, facilitating data-driven decision-making.
• Implemented Lean Six Sigma methodologies to identify and eliminate waste.
• Performed agile methodologies with daily stand-up meetings to keep teams aligned on tasks, identify bottlenecks, and ensure progress toward process goals.
• Analyzed existing processes within sprint cycles and identified key areas for improvement.

United States

• Planned and implemented credit policy control assessments.
• Executed transaction testing for credit policy requirements in alignment with team methodology and procedures.
• Managed testing schedules to ensure all tasks and reporting were completed within established timeframes.
• Gathered and analyzed test data from multiple sources, followed testing protocols, and leveraged job aids as needed.
• Set up vendor performance monitoring system, regularly reviewing performance against service levels and key risk indicators.
• Communicated results to business areas and Credit Risk Management leadership.

Richmond, Virginia Area

• Collaborated with the automation test team on the development of all testing-related documentation, including test plans, test cases/scripts, and defect reports.
• Established strong relationships with external suppliers, emphasizing mutual benefits and continuous improvement through consistent communication and collaboration.
• Reported key testing statistics and trends, highlighting system quality and team status against committed project milestones.
• Analyzed audit data to derive projection of regulatory and policy defects.
• Created action plans to reduce risk events and supplier defect rate to reduce risk exposure.
• Provided quality assurance expertise to various workgroups and committees.

Richmond, Virginia Area

• Audited and performed primary source verifications in accordance with various regulatory agencies for credentialing, recredentialing, and delegated accounts.
• Resolved practitioner concerns in a timely manner.
• Analyzed reports to ensure processing compliance and maintained various databases.

Richmond, Virginia Area

• Spearheaded collaborations with internal and external stakeholders to write, edit and distribute local and national product and improve client engagement.
• Designed and implemented strategic initiatives to promote the brand and products.
• Generated communications content such as internal articles on SharePoint, organizational announcements, quarterly accomplishments, memos, presentations and leasing communications that supported the strategy of the.
• Developed speaking engagement briefings, corporate communications, proposals, and related content.
• Acted as a liaison between project managers and third-party vendors.

Richmond, Virginia Area

• Advised management on setting and communicating goals, objectives, and standards for employees.
• Designed and facilitated successful new hire orientation programs that improved job performance and satisfaction.
• Conducted needs assessments to determine training requirements and skill gaps.
• Developed tools for evaluating and measuring training programs and instructors.
• Trained business consultants on new and updated protocols and procedures.

Richmond, Virginia Area

• Supervised and led a team of QA staff, providing guidance, coaching and development opportunities.
• Performed talent acquisition activities including recruitment, screening, interviewing, hiring, and onboarding new team members.
• Collaborated with recruiters on job advertisements and interview questions.
• Designed research and development content for a new quality assurance program.
• Identified training and coaching opportunities.
• Analyzed data to make process improvement recommendations to management.

Richmond, Virginia Area

• Conducted variance management by analyzing and verifying test results, providing status and progress reports.
• Coached business consultants on recorded calls and trained them to adhere to compliance guidelines and protocol.
• Reviewed/analyzed monthly reports to ensure goals were 90% on target.

Richmond, Virginia Area

• Assisted sales representatives and merchants with pending applications.
• Ensured high quality and accuracy for merchant applications.
• Maintained bank and merchant relationship through follow up customer service.
• Completed merchant portfolio by obtaining required documents.
• Cross-trained experience with Sales Support and Quality Assurance.

Richmond, VA

• Collaborated with hiring managers to understand departmental needs and support recruitment efforts.
• Wrote job advertisements, helped develop interview questions, sourced candidates, and conducted phone screens and in-person interviews.
• Facilitated candidate selection by preparing job offers and employment paperwork, conducting background checks, and completing new hire processing.
• Updated and maintained confidential personnel records and files, adhering to legal requirements and company policies.
• Compiled monthly and yearly reports for a variety of HR transactions including new hires, transfers, and separations.
• Managed the evaluation, development and implementation of human resource policies and practices.

Richmond, Virginia Area

• Trained new associates during call vision.
• Assisted associates with escalated/supervisor calls.
• Provided customer’s temporary funds in emergencies.
• Managed premier and advantage accounts to ensure customer satisfaction.