Marlene K. Email & Phone Number

Phoenix, Arizona

Education and Outreach District, responsible for leading and developing district units staff, developing district/unit level action plans to support the agency's strategic plan initiatives and operational objectives; budget and its conformity.

Phoenix, Arizona

Division Administrator for Agency Call Center and Account Management support for the Collections District; oversight for the administrative support relationship with the State Court; Agency Administrator for statutory and regulatory obligations of the Bankruptcy Department; oversee and facilitate debt set off for participating cities, towns and municipalities according to Arizona Statutes. Achieved 2017 Employee Engagement Score of 97%. Delivered overall production improvement over 300%.

Tempe, Arizona

Responsible for creating a center of excellence for customer, client and vendor contact; support hub for divisional and cross site stakeholders; participate as a key player for the Voice of the Customer on enterprise technology integration and enhancement initiatives; provided analytical and operational dashboards to help senior leadership align strategic goals with performance management. Enhanced ticketing system configurations to capture key customer behavior. Developed and launched Online Chat as an additional channel to serve customers, clients and stakeholders.  Achieved 95% monthly average for Customer Satisfaction.

Tempe, Arizona

JP Morgan Chase – Tempe, AZ 6/2003 – 9/2007Assistant Vice President, Customer Service, Retail Credit ServicesResponsible for exceeding customer service expectations; achieving site availability budget; start-up operations for Retail Credit Services.  Achieved Site Availability Budget. Developed controls and audit processes to significantly reduce site Average Handle Time. JP Morgan Chase – San Antonio, TX 5/2002 – 6/2003Assistant Vice President, Collections Provided leadership, coaching and development for team in start-up site, with responsibility to mitigate charge-off delinquent accounts.  Improved collection efficiency by 36%. Developed standard work, SMART Goals and operational controls. Created and implemented recognition program for collection staff.

Atlanta, Georgia

1998 - 2001Responsible for $8 Billion portfolio, managing vendor relationships; collaborated with cross-sites to ensure maximum productivity on delinquencies and strategic priorities.