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Customer Service Manager

Location:
Texas
Posted:
March 27, 2015

Contact this candidate

Resume:

Kenneth Parker

**** ********* ****** *******, ***** 77040

440-***-**** or 713-***-****

acow6b@r.postjobfree.com

Profile Summary

Experienced professional with a successful career in the financial

industry, business development, sales management, credit, collections,

underwriting, and administration * Excel at interfacing with others at all

levels to ensure organizational goals are attained *Proactive approach has

resulted in capturing numerous accounts and expanding client base * Possess

excellent interpersonal, analytical, and organizational skills * Excel

within highly competitive environments where leadership skills are the keys

to success * An effective manager with skills necessary to direct, train,

and motivate staff to its fullest potential * Confident decision maker *

Computer skills include Excel, Windows, Microsoft Word, Microsoft Office,

Reynolds & Reynolds, SAP, GET PAID, AS400, BCPC, Autostar, and PowerPoint.

Employment

Creditco/UVSC, LLC March 2013-

Present

Executive Vice President/GM

. Directs, manages and oversees overall operations, determines performance

objectives and defines tools to measure progress and ensures consistent

achievement of business objectives and minimize company losses.

. Responsible for the management, operation and oversight of the Consumer

Lending, Collections Department.

. Responsible for all aspect of 5 BHPH dealership locations from, P&L,

volume, inventory, budget recruiting, staffing, training, service,

advertising, and underwriting.

. Developed the underwriting guidelines and criteria using market trends

and risk analysis to ensure sound buying.

. Ensures the established collections goals and objectives are met and in

accordance with establish policies, procedures, regulatory and legal

requirements.

. Developed and implemented a centralized loan environment resulting in

quicker loan decisions while reducing loan exceptions.

. Conducted an aggressive cross-functional training to enhance performances

and accountability.

. Established work measurements standards for underwriters, collections,

and sales force.

. Developed the policy and procedures for each department.

. Responsible for audits and compliance for each department.

. Responsible for pay plan structure and goals for all departments.

. Responsible for coaching, developing, and mentoring of all direct reports

in line with corporate objectives.

Highlights:

. Effectively cut finance losses 65% by improving underwriting

guidelines, staff development, and collection procedures.

. Generated $400,000 in additional backend annual revenue by

discovering/enacting new income sources.

. Increased portfolio 30% annually by enhancing indirect lending

products.

. Restructured bloated organizational structure, streamlining

administrative staff by 30%.

Nicholas Financial March

2008-August 2011

Sr. Branch Manager

. Responsible for the management of a multi-million dollar subprime and non-

prime portfolio.

. Responsible for branch operations with a strong focus on collections,

account management, and underwriting sound deals.

. Proficiency in all phases of office administration,

training/supervising/disciplining staff, communicating with staff/upper

management.

. Responsible for marketing NFI programs by making effective one-on-one

sales calls on new and existing dealers, acquire new dealer agreements,

generate application flow in an assigned area.

. Responsible for all aspects of collections, from timely distribution of

delinquent calls to skip tracing, small claims, repossessions, field

calls.

. Performed all aspects of the branch deposits, including posting mail and

counter payments, balancing the cash drawer and completing the deposit.

. Cross sell NFI products and services. Maintained compliance with

industry.

Highlights:

. Generated over $104,000 in revenue and fee income within 4-month

period.

. Maintained one of the lowest write-offs, and delinquency in the

company.

Serpentini Chevrolet

Finance Manager

July 2005 -January 2008

. Responsible for arranging financing for potential customers.

. Responsible for gathering pertinent documents in a timely matter to ship

to financial institutions.

. Build working relationships with banks.

. Consistently averaging $2300 per retail units of add-ons sold.

CNAC Finance

Branch Manager

November 2004-June 2005

. Responsible for the management of a 2 million dollar retail installment

portfolio.

. Directed daily operations for a retail finance company, including branch

sales, business development, customer service, and credit analysis.

. Analyzed financial information and pertinent documents to determine

creditworthiness of prospective customers.

. Responsible for collection, skip tracing, risk retention, market

penetration.

AllianceOne

Collection Manager

May 2003-September 2003

. Responsible for the collection of 4-10 million retail contracts monthly.

. Trained, motivated, developed, and coordinated the activities of 18-25

employees.

. Responsible for daily and monthly goals and projections of client and

staff.

. Trained employees on skip-tracing techniques.

Parker Incorporated

Owner, Tucson, Arizona April

2002-December 2002

. Consulted with U.S. Kirby distributorships and car dealerships to

provide top-flight expertise in strategic business planning, product

development, inventory control, recruiting, and budgeting.

. Main focus was to do a business analysis on potential clients.

United Consumer Financial Services

Division Finance Manager May

1999-March 2002

. Responsible for the risk management and analysis of over 30 million

consumer lending portfolio.

. Evaluated creditworthiness and oversee the collection of over 20 million

dollars in installment loans.

. Meet annual operating goals in volume, delinquency, risk retention, and

market penetration.

. Assist with the preparation of annual operating plan and budget.

. Manage and supervise the credit, marketing, skip-tracing and collection

functions of cross-functional team. Train, motivate, and coordinate the

activities of 10-15 employees.

. Develop, market, and implement company programs to current and

prospective clients.

. Research and respond accordingly to industry trends.

. Traveled 30-40% of the time, which increased market penetration 43%..

Keybank AutoGroup (Closed department)

Commercial Credit Analyst, Cleveland, Ohio May 1997-

December 1998

. Provided indepth financial analysis indentifying all risks involved in

transactions, and provided creative structures to mitigate risks.

. Conducted indepth review of borrowers' financial statements and status by

spreading moderate to complex financial statements through the use of

financial software applications.

. Prepared detailed write-ups and risk assessments to include borrowers

financial strength, weakness, and loan structure

. Coordinated and prepared documents for loan committee approval.

TranSouth/Associates Financial (Company closed)

Sales Manager/Credit Analyst, Independence, Ohio September

1996-April1997

. Directed daily operations for branch, including, business development,

skip tracing collections, and credit analysis.

. Managed a sales staff of and 5 customer service representative.

. Analyzed financial statements and pertinent information to determine

creditworthiness of prospective clients.

. Negotiated and secured terms, pricing, conditions, and legal

documentation's for bulk purchase.

. Generated 20% of business by spending 40% in the field.

. Collected 60, 90, 120 days delinquent accounts.

National Auto Credit (Company closed)

Bulk Purchase Manager, Solon, Ohio

January 1995-August 1996

. Responsible for the overall development of bulk loan program, with

emphasis on building corporate receivables and revenues.

. Directed 5 person staff, including 15 area sales representatives that

reported indirectly.

. Implemented a successful Bulk Paper program to insure the long -term

profitability of the gross receivables, which in return increased

business 35%.

. Coordinated and monitored sales efforts, insuring calls were handled

timely and aggressively, with a professional sales approach.

. Managed $75,000,000 million installment loan portfolio, including

collection management, and volume increase.

. Developed strategic and profitable programs in sales support, sales

development, market planning, and market research.

. Received National Auto Credit Chairman Award for Excellence.

Assistant Credit Manager

. Streamlined daily procedures and improved efficiency through

implementation of computerized credit system.

. Analyzed financial statements to calculate credit strategies for floor

plan credit line.

. Research chargebacks and process accordingly.

. Coordinated documentation for Letters of Credit.

. Saved company over $250,000 by strategically holding off advancements to

major dealers with inadequate credit history.

. Instrumental in the implementation of monthly credit reports of each

account being forwarded to sales force; enabled comprehension of

account's creditworthiness and future sales tactics.

. Approved 80-90 dealerships per month by using financial analysis of

statements and using tools such as D&B, TRW, and credit reports.

Beneficial Financial Corporation

Branch Assistant Manager, Akron, Ohio January 1994-January 1995

. Responsible for increasing product market in a territory strongly

entrenched in competitor line.

. Cross-sell banking service and products to clientele.

. Solicited dealers for financing source, which increased branch revenue by

18%.

. Proven collection abilities with strong background in skip tracing-

thorough knowledge of acceptable and legal collection practices-collected

accounts that were 60, 90 and 120 days past due.

. Determine creditworthiness for sales contracts, personal loans,

mortgages, and automobiles.

. Supervised 5 Customer Service Representatives.

. Recruited on campus for management training candidates.

Educational Background

Kent State University

Bachelor of Arts in Political Science (1993)

Minor in Business Management



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