Erik T. Harden Inclusive

About Erik T. Harden Inclusive

Experienced Game Changer who Possesses 20+ years of progressively responsible leadership experience in multiple operation environments including, process management, claims, mortgage servicing, sales, marketing, training, customer service, collections, fraud claims, and customer value change management at Fortune 50 Company. Exhibits outstanding leadership, decision making, analytical, organizational, subject matter expertise, communication, and collaborative skills. Detail-Oriented and adept at creating, executing, monitoring, and controlling strategic plans to grow revenue, lower expenses, improve process efficiency, and mitigate risk. Diversified in all aspects of services, encompassing product/program/employee development, and customer care. Additional areas of expertise include: Strategic Planning and Goal Deployment~ Principle Based Servicing~ Six Sigma Training ~Budgeting and Forecasting~ Supplier Diversity~ Materials and Inventory Management~ Change and Project Management~ Start Ups and Turn Arounds ~ Customer and Supplier Relationships ~ Social Responsibility ~ Organization and Development Assessment ~ Top Quality Management ~ Total Quality Management~ Training and Development ~ Strong Computer Skills; Microsoft Windows (Microsoft Power Point, Access;Excel; Microsoft Visio; Google Suites (Google Slides, Google Docs, Google Sheets, Visio) Key Contributions Have managed up to 100+ Direct reports across various geographies National team member with building out the Attorney General servicing team and defining model with executive leadership Award Of Excellence Recipient( Recognizes Top 2% of employees in the company ) Core Value Award “Leadership” Reduced Inventory across Attorney General space by 70%, ahead of forecast Leader of Employee Engagement Team and Global National Initiative Created, Implemented, and Led Advocate Letter Writing Project Team 15 Time Top Performing MVP Manager 2 Time Top Performing Team Manager of the Year Coordinated New Hire Experience Program Member of Green Belt Project for Improving ACW time in Card Services

Experience

1. Principal Process Manager

   Capital One

   Dec 2022 — Present

   I currently lead, own and support oversight of process improvement work while collaborating with teammates on larger initiatives as assigned. I build line of business controls, monitoring, testing and reporting in which I work with partners throughout the organization including risk, compliance and legal to mitigate risk. My role requires me to collect data, source information and use analytics/ reporting to provide transparency to control owners, sales operation managers and senior leadership/executives. In this role I have the opportunity to lead change control efforts at the process level to ensure impacts are appropriately assessed, documented and implemented. I work with a team of talented individuals to drive forward our well managed agenda to promote adherence to LOB standards, policies and procedures. I act as a liaison between Business Banking and external departments such as Legal, Risk & AML. In the role I also support communications and change management for related work assignmentsand work to develop people leaders to enable them to include, empower and inspire associates to deliver on core expectations and career aspirations. This role requires me to demonstrate good judgment, problem solving, strong communication and leadership skills which have proven to be transferable throughout my career.

Education

• Virginia State University

  Bachelor of Science (B.S.), Information Systems and Decision Sciences

  1998 — 2003

• Virginia State University

  Bachelor of Science, Bachelor of Science, Information Systems and Decision Sciences, May 2003

  1998 — 2003