Solutions-driven, Six Sigma Green Belt-certified professional eager to offer 27 years of leadership, team building, process improvement, and customer service experience toward maximizing an employer s bottom-line results.
Integral leader who makes decisions to reflect positively on business efficiency, corporate well-being, and staff satisfaction, along with supporting top team recruitment that encourages diversity, low turnover, and high levels of company loyalty.
Excellent communicator who seamlessly interfaces among senior-level professionals, business teams, peers, and clients.
Out-of-the-box thinker who offers up-to-date knowledge of variable industry trends and diverse customer requirements.
Call Center Operations
Strategic Analysis / Planning
Project / Program Management
Team Building / Training Processes
High-Volume Account Management
Dedication to Quality
Budget / Financial Control
Six Sigma Green Belt Certified
Collections / Delinquencies
Customer / Dealer Relations
Collections Team Lead (2004 C 2006 / 2006 C 2007 / 2010 C Present)
Apply dynamic leadership talents and broad scope of industry knowledge toward maintaining responsibility for monthly loss budgets ranging from $525,000 to $1.3 million while minimizing expenses (e.g. repossessions, costs) as applicable.
Increase employee performance via solutions-focused monthly, semi-annual, and annual reviews and feedback, along with monitoring monthly team member calls and completing monthly audits to ensure compliance with company policy.
Titles & Distribution Team Lead (2009)
Drove organizational efficiency by handling high-volume Business Center incoming and outgoing mail per companywide procedures, including reducing overnight mail costs by working with dealers, auto auctions, and internal supervisors.
Initiated daily calls to customers and dealers to reduce misdirected mail and increase customer and dealer satisfaction.
Cost-effectively monitored and ordered office supplies to ensure smooth-running operations of the Business Center.
Handled comprehensive monthly reconciliation of purchases to a corporate credit card.
Ensured lien perfection on new loans.
Investigations Team Lead (2007 C 2009)
Led a top-performing team of Credit Investigators responsible for completing diverse requests from Analysts which was instrumental in allowing professionals to promptly and accurately make the best decisions on behalf of the company.
Played a vital role in supporting a Nashville-based Business Center with application entry for customer re-writes.
Managed check auditing processes and performed as second signer for all outgoing checks.
Dealer Services Analyst (2007)
Expertly reviewed loan applications from dealers totaling up to $1.4 million daily, including actively working with Finance Mangers to appropriately restructure applications to maximize dealer sales and minimize companywide risk.
Focused Coaching Team Lead (2006 C 2007)
Directed a results-focused team of Role Models to work with select collections staff members and improve performance.
Created a Coaches Clipboard as a quick reference guide used by employees to support call handling and compliance.
Account Services Team Lead (2001 C 2002 / 2003)
Supervised a 12-member group of employees responsible for high-volume incoming dealer and customer calls, including managing misapplied customer payments; handling electronic payments, refunds, and reschedules; processing permission letters for vehicle transport to Mexico; following up on vehicle impounds; and overseeing late charge assessment disputes.
Title Team Lead (2002 C 2003)
Contributed strong multitasking abilities toward releasing titles to auto auctions for all repossessed vehicles and lease returns, including obtaining duplicate titles for lost titles to ensure vehicles were sold in a timely manner.
Created a weekly follow up system with the bankruptcy department to reduce aged inventory and meet title objectives.
Distribution Team Lead (2001)
Spearheaded the launch of a Distribution Department which consolidated 13 branch offices, including training eight team members, as well as managing supplies and equipment for 16 teams to achieve work completion prior to deadline.
Role Model Customer Services Unit (1998 C 2000)
Conducted forward-thinking training of new team members and maintained efficient process flow for varied requests.
Senior Customer Account Representative (1995 C 1997)
Effectively resolved delinquent accounts by applying key collection remedies and minimizing credit losses, including serving as a field collector tasked with visiting customer homes and collecting payments and / or recovering vehicles.
Wholesale Auditor (1984 C 2000)
Conducted detailed-oriented physical and non-physical audits of high-volume dealership vehicle inventory to ensure it was accurately and appropriately managed in strict compliance with companywide policies and procedures.
Pilot Process Project Member
Established an attendance tracking system enabling supervisors and managers to view employee attendance histories.
W$N (WIN) Committee
Solicited ideas from employees for review, analysis, and implementation of cost reductions in a rapidly growing call center.
Process Breakdown Team
Focused on servicing dealer needs within an ever-evolving environment and established key contacts for dealers.
~ Member of the Henderson Business Center Fun Committee ~
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