Reginald Ford Email & Phone Number

Richmond, Virginia, United States

Motivated and forward-thinking agile product owner. Eager to collaborate with agile developers to deliver a top-notch conversion experience across a variety of conversion projects in an agile environment.Product Owner• Represented as the liaison between my department and our internal/external/third party customers• Translated conversion intent features into agile epics/user stories for the agile teams’ backlog• Managed, ranked, and prioritized agile teams’ backlog to reflect our stakeholder’s requirementsKey Achievements:• Effectively negotiated program increment (PI) goals, which resulted in reducing remediation efforts by 74%

Richmond, Virginia, United States

Collaborative and accomplished intent lead for partnership conversions for all things related to payments/ credit balance refunds in Spec Ops. Conversion Lead• Balance the need of multiple stakeholders including operations intent owners, payment/refund intent owners, and risk managers who may have competing priorities to develop a highly successful conversion/deconversion for our teams and partner• Create operational solutions with processes that may have ambiguous intent• Analyzed processes to identify risk and execute mitigation plansKey Achievements:• Facilitated the successful conversion of 3 different top 10 retail partners in one calendar year

Richmond Va

My role as a Sr Process Manager centers around three main buckets of work, driving results in partnership conversions, overseeing partnership SLA’s and advocating for partners with contractual unique needs.ConversionSony/Helzberg Deconversion * Developed burndown reporting of both portfolios to reduce the amount of cases required for downstream processes * Built a case team of three agents who successfully closed ~2000 case before cutoffNeiman Marcus * Identified gaps in the process to reduce conversion risk * Leading efforts to convert Neiman Marcus FDO work from the partner to TSYSPartnership SLA * Union Plus Manual Application SLA * Identified a system limitation that put UP’s contract at risk * Developed a control report process that assures manual application reviews happen with SLA * UX owner of SLA reporting tableau Contractual/Unique NeedsGM Linkers * Researched a rise in GM fraud linkers cases that created extra friction for high value customers in the dealer channel * Lead efforts to reduce casing with fraud strategy by 10%GM Instant Credit * Worked alongside risk managers to identify and remediate a risk event for GM customers who were unable during the instant credit process * Analyzed on avg. ~50 accounts monthly and reported findings that may require remediation

Glen Allen, Virginia

As a Process Engineer my focus is to design processes using six sigma methodologies, create Business Process Management Documentation and ensure the operations of ER is well managed. • Drive continuous improvement efforts from senior leaders which reduce waste and risk to the department• Lead efforts to facilitate risk identification in various processes and develop repeatable controls• Maintain department wide well managed documents• Work with multiple intent owners, legal, compliance, and other partners to deliver on large scale projects

Richmond Va

As a Process Engineer my focus is to design processes using six sigma methodologies, create Business Process Management Documentation and ensure the operations of ESCRA is well managed. Additionally, I am well versed in all phases of SLQ2CQ.• Created a continuous improvement process that allows us to evaluate and update processes and procedures within the department by taking a deliberate and well managed approach• Lead the effort to facilitate ESCRA through the review and certification required of a Critical Business Process, using SLQ2CQ methodologies standing up visual management and facilitation of weekly Gemba walks• A key contributor to ensuring that Enterprise SCRA, a highly regulated business area within Capital One, received an “adequate” audit rating as a result of the internal audit and the OCC Exam by ensuring consistent and accurate documentation of processes• Created a repeatable and sustainable Quality Circle standard to drive and execute continuous improvement initiatives based on analytical data and waste identification

Glen Allen Va

Retail sales management, and back office production with a proven track record of successfully delivering prompt and knowledgeable solutions to clients in need of financial and back office support. • Subject matter expert for post Patriot Act bank account opening identification guidelines. • Coordinate the remediation of CIP exceptions for all retail branches. • Reduced critical exceptions over 60 days by 73%, documenting request and effectively analyzing data from student run branch profile authentications • Achieved an 88% reduction in exceptions over 45 days by assisting the branch training pilot program initiative to address an extremely high volume of CIP Exceptions• Realigned resources to more effectively support the company by training and coaching of team mates, ensuring consistent application of CIP Exception guidelines • Influenced ways to improve the current business processes to promote continuous improvement for team • Influenced the improvement process of account closure for Suspicious Activity, Customer initiated, and Office of Foreign Asset Control accounts. Achieving a 40% reduction of turnaround time though lean principals. The current process successfully closes on average 1200 accounts a week which includes closure of check cards, ACH, grace days, overdraft protection, and online banking access.