Josh Ward, CSM

Experience

• 

  ING Direct

  Jan 2011 - Mar 2013

  Sales Associate

  - Certified in all account types (Mortgages, Business, Personal, and Loan)- Received recognition for consistent, top performance within the department- Peer Mentor for new hires and Sales Associates going through Evolution Training- Earned the opportunity to Job Shadow multiple departments, including Operations, Sales Development, Customer Experience, Customer Satisfaction, CheckMate, Customer Service Operations, and Project Management- Participated on multiple pilot teams, including MyBiz, the Sales Center’s new phones, and CSW Dashboard- Zero Customer Impact Issues during tenure- Worked to improve existing processes, such as partnering with Customer Service Ops on call drivers and Marketing on mortgage promotions- Assisted Customer Satisfaction with responding to Customers via email- Part of the “Orange Army” that helped ShareBuilder during Facebook’s IPO- Winner of the 2012 Knowledge Bowl for Sales which covered product knowledge Show less

• 

  Capital One

  Mar 2013 - now

  - Lead two tech teams working on Account Migration for our Retail and Direct Bank- Migrating 4 million accounts, which is the bank’s number one initiative- Coming from a DA role, I pull my own data for analysis and business cases- Won a collaboration award for leading a Risk Event, partnering with our Pricing and Risk teams- Create and send NPS Survey to our migrated Customers after each wave to gather feedback- Led Associate Testing for Account Migration- Create test accounts in QA environment in order to mitigate potential issues in Production- Created an Account Migration Call Monitoring Dashboard with Converse- Created an automated tool that shows which account exclusions free up the most accounts for migration, when solved for, which helps us make business decisions Show less - Created a dashboard for Operation Leads that tracked the efficiency of all the teams in Operations- Owner of multiple reports to leadership, including the Weekly and Monthly Reports, Fraud KPI Report, Card Fraud Report, and PRM, CVP, and eBureau Efficiency Reports- Increased the efficiency of the PRM Report so it was able to be sent out daily, instead of monthly- Created a Subpoena Calculator for the Brand Integrity Team- Helped produce our department’s Org Chart and Business Continuity Plan- Assisted the Customer Operations Workforce Team with their reports and updating schedules- Received an “Excellence in Action – Teamwork Award” for helping the Taxes & Escheatment Team- Received Spot Awards for going above and beyond from each of the following teams: Investigations Support, Settlement Reconciliation Management, Account Maintenance, Fraud PCD, Enterprise Payments, and Bank Card- Created an Associate Scorecard for all of Fraud Prevention to track Associate performance Show less - Owned and redesigned Team’s weekly report that rolled up to Sales Leadership- Improved PTO approval rate by more than 15% through effectively forecasting end of day Service Level to meet the company’s daily goal- Reported on Advocate Schedule Adherence to their direct managers with the objective to increase their SL- Served as analyst and presentation designer for Team lead on PTO/Investment Time to present to Sales leads- Analyzed cause and effect of marketing, policy, monthly statement emails, etc. on call volume- Created a dashboard for the Director of Sales Development that would update every 30 mins so he could track daily Service Level and other relevant data to assure that we met our yearly service level goal- Created dashboard for Sales Coaches that would allow them to quickly go through PTO balances to make sure eSP and TimeOne matched Show less

  • Senior Product Manager

    May 2018 - now

  • Data Analyst

    Dec 2013 - May 2018

  • Customer Service Workforce Analyst

    Mar 2013 - Dec 2013