Solutions-focused leader eager to offer broad scope of 20+ years of leadership, strategic analysis, process improvement, and customer service experience toward maximizing an employer s bottom-line results.

 

 

         Top performer who demonstrates a proven record of progression to positions of greater responsibility and authority.

         Integral leader who contributes experience in large-scale operational optimization, including designing, developing, and implementing solutions-driven programs, policies, and procedures to achieve continued key growth and profitability.

         Ambitious self-starter who supports quality staff recruitment and employee development that encourages diversity, low turnover, loyalty, and teamwork, along with prioritizing group tasks within high-pressure situations to attain objectives.

         Out-of-the-box thinker who offers up-to-date knowledge of industry trends and diverse customer requirements.

         Member of the Professional Women s Network and Diversity Counsel with Ford Motor Credit Company.

 

 

Call Center Operations    Strategic Analysis / Planning    Project / Program Management    Team Building / Training Processes

Risk Assessments    New Business Growth    Trends Tracking / Analysis    Organizational Improvement

Regulatory Compliance    Budget / Financial Control    Collections / Delinquencies    Client / Customer Relations

 

 

 

Collections Team Lead / Supervisor (2005 C 2006 / 2009 C Present)

         Utilize broad scope of industry knowledge toward managing a Multiple Accounts Team a specialized team responsible for resolving delinquency for customers with 3+ accounts, including resolving key issues from 20 other call center teams.

         Direct collection teams for portfolios with monthly credit loss budgets up to $1.2 million, along with contributing strong communication skills toward working with teams to implement actions to meet credit loss and delinquency objectives.

         Complete performance reviews and metric-based coaching and counseling to improve performance with specific action plans, conduct meetings to foster cooperative teamwork, and develop group action plans based on satisfaction indexes.

         Maximize use of resources and meet goals per companywide procedures by planning and prioritizing team workflow.

         Handle Daily Review guides on a monthly basis to ensure staff task completion in compliance with company policy.

 

Key Accomplishments

  Served as a Six Sigma Black Belt project member focused on reducing company expenses from outside contractors associated with customer voluntary repossessions, and participated in a Multiple Accounts transformation group tasked with creating Tampa-based teams to manage customers with 3+ accounts.

  Improved Customer Service area processes for managing credit risk associated with 3+ account customers.

  Participated in a Six Sigma Green Belt project that implemented a new router inside of Ford Motor Credit s receivables software system for more efficient decisions regarding customer repossession requests.

  Served as a committee member on the Henderson Service Center Diversity Council.

 

Dealer Services Analyst (2008 C 2009)

         Expertly approved consumer and commercial vehicle loan applications averaging $1 million in potential new business daily, including evaluating customer credit history and capacity for loan repayment to assess company risk exposure.

 

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Dealer Services Analyst (2008 C 2009) (continued)

         Directed dealer relations by communicating credit decisions to finance managers and structuring credit offerings that resourcefully balanced company, customer, and dealership perspectives.

 

Key Accomplishments

  Achieved appointment to approve credit offerings for Galpin Ford of Pasadena one of the 10 largest contract volume Ford dealerships worldwide, and co-created a process to increase purchases from Western Region dealerships by reducing number of contract offerings on approved but not purchased report.

 

Originations Team Lead / Supervisor (2007 C 2008)

         Spearheaded the founding of a Service Center Team responsible for setting up / discounting approved vehicle contracts within internal receivable systems, including managing contract funding processes to reduce variability, increase productivity, and train new discounters, as well as assist in developing a large-scale database to track discrepant contracts.

         Efficiently audited purchasing practices to ensure compliance with companywide procedures and policies.

 

Key Accomplishments

  Re-engineered a Dealer Services Contract Funding department after the company transferred the Western Region s branches to the Henderson Service Center, and trained new work groups on company software.

  Completed a section-level Controlled Self-Assessment Report to verify purchasing procedural compliance.

 

Account Services Team Lead / Supervisor (2001 C 2005)

         Led targeted decision-making among multiple department teams, including launching a Title Team, managing a Customer Service unit, and supporting a solutions-focused work environment via consistent individual-specific coaching.

 

Key Accomplishments

  Played a vital role in consolidating 15 branch Title Teams to the Henderson Business Center in 2001.

  Participated as a member of a diverse Awareness Committee tasked with improving working relationships.

  Achieved Green Belt certification for a project that improved credit loss exposure for vehicle lease accounts.

 

Wholesale Auditor (1998 C 2001)

         Conducted detailed-oriented physical audits of high-volume dealership vehicle inventory financed through Ford Credit to ensure it was accurately and appropriately managed in strict compliance with companywide policies and procedures.

 

Key Accomplishments

  Informed management of trends or irregularities indicating potential dealership financial deterioration.

 

Process Coordinator / Trainer (1996 C 1998)

         Effectively worked with Branch Manager to utilize customer and dealership service index surveys and develop comprehensive training plans for administrative and customer service representatives which boosted operations success.

 

Key Accomplishments

  Identified ways to improve customer experiences with Ford Credit and dealership via review of surveys.

 

Customer Service Representative (1991 C 1996)

         Demonstrated solid interpersonal relations talents toward providing superior customer service with sensitive client matters, including resolving delinquent accounts by applying appropriate collection remedies and minimizing credit losses.

 

Key Accomplishments

  Successfully developed and used innovative skip tracing techniques to locate customers.

 

Additional experience prior to 1991 encompassed investigating credit applications submitted by dealerships for approval, accepting walk-in payments and balancing cash drawers, and collecting automobile payments in

 the field via personal contact at customers homes and businesses in Las Vegas, AZ and Utah areas.