Leah Kretschmer Email & Phone Number

Portland, OR, US

Portland, Oregon Metropolitan Area

- Partner with business leadership, technical teams and vendors to develop and deliver new debit and credit card features for the member-facing online banking system, increasing process efficiency and improving member satisfaction.- Represent Consumer Lending in managing online banking release activity through testing, validation, implementation.

Portland, Oregon Metropolitan Area

- Created use cases, established testing criteria and performed end to end UAT testing for both regression purposes and for new online banking features.- Created and managed testing activity and feedback from groups of employee-pilot testers prior to launching new features.- Partnered with business leadership, technical teams and vendors to develop and.

Portland, Oregon Metropolitan Area

Epiq administers class action lawsuits and remediation projects for law firms, financial institutions, and government clients. - Managed and enhanced the enterprise-wide quality program through increased communication while bringing closure to aged Issues and achieving 90 day SLAs. Acted as a neutral point-person among groups: researching, reporting out.

Portland, Oregon Metropolitan Area

• Directly oversaw casework throughout all stages of the project lifecycle.
• Partnered with client-facing, operational and technical groups to achieve case-specific deliverables such as notice mailings, financial disbursements, email blasts, case websites, and client reports.
• Consistently met billable targets, supported through implementation of training initiatives, setting and communicating business goals, defining plans for professional development, and promoting a collaborative work.
• Managed team resources and budget, including department expenses and FTE/Contract salaries.
• Collaborated across all lines of business i.e. Data Services, Client Services, Claims, Print & Mail, Call Center and Disbursements to successfully meet client deadlines and court-ordered deliverables.
• Nearly doubled both team sizes and increased geographical footprints (from one state to three) to meet growing business needs, adding additional communication channels and employee support tools.

Portland, Oregon Metropolitan Area

• VW Credit, Inc. - A subsidiary of Volkswagen of America, providing automotive finance products and services to retail customers and brand dealerships.
• Managed cross-functional team of 100 managers/supervisors, back-office administrators, and front-line telephone staff with direct oversight of company portfolio of 1M accounts and support for Dealer Services.
• Directed customer engagements through telephone, website, email, and written correspondence.
• Managed a $1M budget, including department expenses, vendor payments, and staffing partner salaries.
• Met defined KPIs and corporate objectives by working closely with leadership to devise strategic plans and change initiatives and communicating courses of action to all staff members.
• Collaborated across all lines of business (Compliance, Legal, HR, Controlling, Collections, Originations, and Training) in meeting defined corporate objectives and deadlines.

Portland, Oregon Metropolitan Area

• Led team of ~35 consultants, 2nd level phone agents, and administrative staff with ownership for all training, quality assurance initiatives, back-office work, and specialized processes within the department.
• Improved quality scores 15% and new hire proficiency by 1 month by streamlining internal quality processes and updating the new hire training program.
• Ensured content on the online knowledge tool (Salesforce) was accurate and user-friendly by gathering and analyzing employee feedback.
• Reduced escalations for customers and dealers by leading cross-functional teams in balancing company policies and customer satisfaction methodologies.
• Chosen for 3-month assignment, producing reports and providing project assistance in the dealer-facing Funding department.

Portland, Oregon Metropolitan Area

• Performed in-depth needs analysis, material designs, scheduling, course facilitation, course promotion, post-training assessments and consulted on all training project activities. Executed change initiatives and.
• Delivered 20+ different training events annually to a center of 300 employees on multiple topics: soft skills, professional development, company knowledge, job skills, and brand training.
• Aligned training initiatives with department/company KPIs by partnering closely with leaders and SMEs from Collections, Originations, Finance, and Customer Service.
• Improved business results and earned credibility by achieving top scores from participants on post-event surveys measuring the business impact of training and instructor effectiveness.

Master Of Business Administration (Mba), Marketing

Bachelor Of Arts - Ba, Marketing