Marvin Colburt
Phoenix,AZ
Summary
Results-driven experienced leader accustomed to overseeing operations with strong attention to detail. History of meeting demanding group objectives through data analysis, motivation and performance management. Empowering leader with superior communication and collaboration abilities demonstrated over 18 years of management performance. Working knowledge of optimal practices and process improvement for Financial Services .
Overview
19
19
years of professional experience
Work History
Area Manager
Credit Card Fraud | Discover Financial Services
2022.10 - 2023.09
- Responsible for ~80 FTE
- Managed daily operations including onboarding, coaching structure, leadership effectiveness, employee engagement, reporting, scorecards, disciplinary protocol, standardization and process improvements.
- Conducted regular performance evaluations, provided coaching and training, and fostered culture of continuous improvement within department
- Successfully managed and resolved complex customer escalations, maintaining high level of customer satisfaction
- Consistently exceeds key metrics including Turnover, Average Handling Time, Conversion and Customer Satisfaction Scores
- Transformed underperforming teams into productive, profitable teams
Product Owner
Discover Financial Services
2021.12 - 2022.09
- Collaborated with cross-functional teams, including software development, UX/UI design, and strategy, to define product vision and roadmaps
- Translated business objectives and customer needs into detailed user stories, epics, and acceptance criteria, ensuring clear and actionable development tasks
- Prioritized product backlog based on business value, customer feedback, and market trends, optimizing development efforts and resource allocation
- Conducted regular sprint planning, review, and retrospective meetings, ensuring efficient development cycles and timely product releases.
- Acted as liaison between stakeholders and development team, providing continuous communication, clarification of requirements, and issue resolution.
- Led User Acceptance Testing (UAT) efforts, gathering feedback from stakeholders and end-users to refine product features and functionality.
Senior Project Manager
Loans Student Loans, Discover Financial Services
2016.02 - 2021.11
- Successfully managed Operational Readiness for deployment of new system technology in field operations
- Collaborated with developers and stakeholders to define project scope, objectives, and deliverables, ensuring clear communication and alignment throughout project lifecycle
- Developed and maintained project plans and schedules, and ensuring key project milestones are achieved and projects are successfully delivered
- Prepared and delivered regular project status reports and presentations to senior leadership ensuring transparency and accountability.
Account Manager, Team Coach, Team Leader
Discover Financial Services
2005.01 - 2016.01
- Top performer in results and best practices within organization, promoting culture of continuous improvement and customer-centricity
- Successfully coached employees across multiple separate business units
- Trained, coached and on boarded new talent bringing them quickly up to speed
- Managed 20-25 employees supporting multiple departments
- Educated clients on new products or services to increase customer engagement with brand
Education
Bachelor of Arts - Organizational leadership
Arizona State University
Phoenix, Arizona05.2019
Skills
- Operations Management
- Process Optimization
- Agile Methodology
- Cross-Functional Collaboration
- Problem-solving
- Leadership
- Customer Service Excellence
- Compliance and Regulatory Knowledge
- Project Management
- Change Management
- Excellent interpersonal and communication skills
- Attention to detail
Timeline
Area Manager
Credit Card Fraud | Discover Financial Services
2022.10 - 2023.09
Product Owner
Discover Financial Services
2021.12 - 2022.09
Senior Project Manager
Loans Student Loans, Discover Financial Services
2016.02 - 2021.11
Account Manager, Team Coach, Team Leader
Discover Financial Services
2005.01 - 2016.01
Bachelor of Arts - Organizational leadership
Arizona State University
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