MARLEE FOULGER
Mesa,AZ
Summary
Operations and Team Development Professional and United States Army Veteran with 25+ years of leadership experience in banking, collections, customer service, and business operations. Proven success managing teams, training employees, improving performance, and driving operational results. Extensive background in account resolution, investigations, regulatory compliance, and customer relationship management. Recognized for strong leadership, communication, and employee development.
Overview
28
28
years of professional experience
Work History
Habilitation & Respite Provider
Absolute HCBS
Tempe, AZ
01.2021 - Current
- Provide direct support for children with developmental and behavioral disabilities.
- Assist with behavioral goals, life skills development, and community integration.
- Maintain documentation and coordinate with families and care teams.
Senior Account Specialist / Trainer
JPMorgan Chase Bank
Phoenix, AZ
01.2009 - 10.2024
- Manage high-volume inbound and outbound customer interactions involving delinquent consumer loan accounts.
- Negotiate payment arrangements, hardship programs, and account resolutions while maintaining compliance with company policies and regulations.
- Consistently exceed monthly performance, quality, and productivity goals.
- Investigate complex account issues and identify solutions that balance customer needs with business objectives.
- Train and mentor new team members, improving onboarding success and performance.
- Recognized for strong customer service, communication, and problem-solving skills.
Senior Account Specialist / Trainer
Wells Fargo Bank
Tempe, AZ
11.2004 - 01.2009
- Managed inbound and outbound customer communications regarding delinquent loan accounts ranging from 3 to 120 days past due.
- Negotiated payment arrangements, hardship programs, and account resolutions while maintaining compliance with company policies and regulatory requirements.
- Consistently exceeded monthly performance, quality, and productivity goals.
- Served as a trainer and mentor for new employees, providing coaching, instruction, and ongoing performance support.
- Assisted in developing employee knowledge of collection strategies, customer service techniques, and account resolution processes.
- Investigated and resolved complex customer account issues while maintaining a high level of customer satisfaction.
- Recognized for strong communication skills, professionalism, and ability to build rapport with customers in difficult situations.
Manager
MAS Distribution
Mesa, AZ
11.1998 - 11.2004
- Managed daily operations, staffing, scheduling, and employee performance.
- Supervised and developed team members through coaching and training.
- Managed budgets, incentives, and operational performance metrics.
- Oversaw customer service, underwriting, collections, and loan origination functions.
- Implemented process improvements to increase efficiency and service quality.
Education
High School Diploma -
Gilbert High School
Gilbert, AZ, United States05-1996
Skills
Team Leadership & Staff Development
Employee Training & Onboarding
Performance Management
Coaching & Mentoring
Customer Service Leadership
Collections & Recovery
Account Resolution
Conflict Resolution
Behavioral Support
Caregiver Support
Documentation & Recordkeeping
Regulatory Compliance
Investigations
Crisis De-escalation
Performance Management
Workforce Development
Employee Retention
Operational Leadership
Corporate Training
Military Service
United States Army
Air Traffic Control Specialist
- Maintained operational accuracy and attention to detail in a highly regulated environment.
- Utilized critical decision-making and communication skills in high-pressure situations.
- Demonstrated discipline, leadership, and accountability while supporting mission-critical operations.
Community Involvement
JPMorgan Chase Good Works Volunteer Program
- Participated in community service initiatives and volunteer projects supporting local organizations and community needs.
- Represented JPMorgan Chase through employee volunteer and outreach programs.
Timeline
Habilitation & Respite Provider
Absolute HCBS
01.2021 - Current
Senior Account Specialist / Trainer
JPMorgan Chase Bank
01.2009 - 10.2024
Senior Account Specialist / Trainer
Wells Fargo Bank
11.2004 - 01.2009
Manager
MAS Distribution
11.1998 - 11.2004
High School Diploma -
Gilbert High School