Matthew Couch
Mechanicsville,Virginia
Summary
Experienced Financial Services Consultant and proven leader at building vibrant businesses by developing new prospects and accounts and managing customer relationships to achieve sales goals. Dedicated to generating customer goodwill and loyalty by developing key relationships with decision-makers. Demonstrated to leverage network of customer contacts to increase understanding of customer needs and employ business-growth strategies.
Overview
27
27
years of professional experience
Work History
06.2023 - Current
- Break
- Layoff/position eliminated Process/Business Analysis, Position eliminated as company shifted project focus Leveraged time to renew certifications, review emerging trends, and study motivation and leadership.
Financial Service Industry Consultant
Hobbs and Madison
04.2020 - 05.2023
- Financial technology strategy consultant specializing in business and process strategy, architecture, design, and implementation for banking, investment management, and insurance clients
- Over 15 years of experience in strategic planning and architecture development for global institutions based throughout North America and Asia
- Specialties: business and technology strategy, digital transformation, architecture design, software selection, implementation planning, mobilization, business analysis, and process improvement.
District Sales Coordinator
04.2019 - 04.2020
- Recruit and train new sales associates, as well as manage veteran associates and day-to-day operations through the sales of Aflac programs.
Senior Process Engineer
Federal Reserve Bank of Richmond
10.2018 - 04.2019
- Work with the product owner to identify, prioritize, and articulate epics
- Wrote User Stories
- Development of user stories and acceptance criteria for a feature and sustaining work
- Development and modification of mock-ups/wireframes
- Worked with both quality analyst and product owner in testing functionality when needed
- Lead story grooming and backlog prioritization efforts
- Participate in sprint planning and conduct retrospectives for the agile development team
- Process Improvement Engineer that leads high-impact process development and improvement projects to better enable the achievement of business model and strategic plan commitments in an agile environment
- Utilizing process improvement methodologies such as Six Sigma or any industry standard continuous improvement methodology and stimulating management thinking by challenging conventional thinking.
Senior Process Manager/Senior Business Analyst
Capital One
01.1999 - 01.2018
- Led the department through an OCC audit validating that all regulatory infractions have been documented and coached, which led to a satisfactory audit rating
- Created a process that would track all regulatory violations that were captured through call recordings and non-call reporting reports in an Agile environment
- Subject matter expert, attend weekly operations meetings to identify business impacts based on new initiatives within Card Operations with technical teams
- Managed system rollouts within Loss Mitigations for Chrome, Windows Upgrades, and Upgrading to Cloud
- Launched early proactive charge-off tool for customers that would potentially charge off, saving them $100’s of fees and finance charges by opting to charge off to stop interest and fees
- Worked on a team of IT professionals to support the full lifecycle delivery/implementation of multiple high-profile software projects aimed at revolutionizing business processes within Electric Transmission business unit
- Developed and wrote user stories from requirements
- Developed and executed acceptance test plans
- Assisted business partners with process and procedure development
- Developed business process mapping in Visio and workflow documentation
- Provided client contact for production support and end-user help
- Provided customers with defining enhancements to existing platform systems
- Managed change request process.
Sr. Extended Operations Associate
Capital One
05.2008 - 04.2010
- Managed an internal team of 20 agents and an extended operation team at Wipro (Mumbai, India)
- Focused on daily Gemba walk-throughs to ensure that incoming work was being completed within turnaround time
- Facilitated weekly check-in with suppliers
- Traveled to supplier site to build relationships, trained offshore agents on additional work that would be transitioning to their location in Mumbai, India, and ensured that the quality of work was within Capital One guidelines
Unit Manager
Capital One
04.2007 - 05.2008
Workflow Coordinator
Capital One
01.2002 - 01.2007
Sergeant, Heavy Equipment Mechanic
United States Marine Corps
11.1996 - 11.2004
Call Center Agent
09.1999 - 06.2000
Education
High School Diploma -
06.1997
Skills
- I am passionate about developing people, bringing strategies to life, and making a meaningful impact on the community I have a brand for being a skillful change leader and can drive results quickly and implement complex strategies by building and leveraging relationships and quickly creating an organization and structure
- Skills
- Lean/BPM
- Demonstrated analytical skills
- Effective oral, written, and interpersonal communication skills
- Strong organizational skills with the ability to prioritize and multi-task
- Strong customer service skills
- Demonstrated leadership ability
- Process Reengineering, process mapping
- Business Case Development
- Management & Project Reporting
- Workflow Documentation
- System Requirements & Integration
- Experience with enterprise PeopleSoft systems
- Evaluating vendors
- Strong Microsoft skills, Word, Excel, Access, Outlook, Visio, ServiceNow
- Working around constraints posed by legacy systems
- Cost-benefit analysis
- Creating alignment between stakeholders from multiple levels of the organization
- Engaging appropriate stakeholders throughout the project
- Diverse professional experience across multiple organizations from a variety of industries
- Motivational Techniques
- Accounts Payable and Accounts Receivable
- Account Retention
- Financial Markets
- Customer Satisfaction
- Customer Inquiries
- Technical LifeCycle Management
- Financial Services
- Risk Management
- Financial Reporting
- Project Development
- Insurance Industry Knowledge
- Issue Resolution
- Industry Best Practices
- Microsoft Office
- Customer Interaction
- Creative Solutions
- Financial services support
Additional Information
- Awards: , Capital One Circle of Excellence 2001 – Awarded to only 1% of employees Capital One Circle of Excellence 2003 - Awarded to only 1% of employees
Timeline
-
06.2023 - Current
Financial Service Industry Consultant - Hobbs and Madison
04.2020 - 05.2023
District Sales Coordinator -
04.2019 - 04.2020
Senior Process Engineer - Federal Reserve Bank of Richmond
10.2018 - 04.2019
Sr. Extended Operations Associate - Capital One
05.2008 - 04.2010
Unit Manager - Capital One
04.2007 - 05.2008
Workflow Coordinator - Capital One
01.2002 - 01.2007
Call Center Agent -
09.1999 - 06.2000
Senior Process Manager/Senior Business Analyst - Capital One
01.1999 - 01.2018
Sergeant, Heavy Equipment Mechanic - United States Marine Corps
11.1996 - 11.2004
Hermitage High SChool - High School Diploma,