Customer Service Manager

Souvanny Sipangna

**** ****** **** • San Diego, California 92123 • 585-***-**** • **********@*****.***

Business-focused and resourceful professional who provides exceptional support with all necessary funct ions

throughout an organization. Accurate and ethical in all work assignments and able to immediately contribute

to the company’s goals and objectives. Ability to establish priorities, work under pressure, maintain

momentum, and meet strict deadlines . Offers a high level of enthusiasm, has an exceptional personality, and

has an ability to establish productive relationships. Confident and focused with a commitment to success.

Leadership/Motivation/Teamwork Office Administration/Management Customer and Employee Support

Marketing/Business Development Communication/Interpersonal Skills Process & Productivity Improvement

Expert Sales Pitching and Closing Account Management/Development Underwriting/Credit Procedures

Collections & Conflict Mitigation Strong Negotiation Skills & Abilities Skilled in the use of PC Programs

PROFESSIONAL EXPERIENCE

Santander Consumer USA (Acquired HSBC 3/15/10)–San Diego, CA March 2010 – March 2011

Back End Account Manager

Managed 100+ delinquent accounts to minimiz delinquency by collecting payments through persuasive communication

and negotiation skills.

Used analytical and negotiation skills to determine best account treatment approach

Handled over 150 inbound/outbound phone calls per day on delinquent accounts

Responsible for skip trace and repossession activity on pre -charge off accounts

Consistently meet monthly loan delinquency, charge-off, and clearing ratio targets utilizing full suite

of collection tools (rank in the top 25% of department)

HSBC Auto Finance–San Diego, CA September 2003 – March 2010

Credit Repair Specialist (2009 - 2010)

Managed 100+ severely delinquent accounts referred by collections department for workout solutions .

Analyzed customers' financial situation to determine most suita ble collections treatment, including

loan modification, payment extension, due-date change, and account settlement

Guided customers through financial hardship solutions, creating win-win situations for the

customers and the company

Minimized delinquency a nd charge-off through superior customer service, effective communication

and follow-up

Completed an average of 70 loan modifications and 35 loan deferments per month ( rank in the top

50% of department)

Promoted to Credit Officer (2008 - 2009)

Evaluated and reviewed refinance applications for credit approval per HSBC Auto Finance credit policy and

procedure.

Reviewed consumer credit profiles and application structures to determine credit decision

Collaborated with HSBC branch staff on loan closing and converting approved applicants to

customers (rank in the top 25% in loan conversion rate and decision turn -around time)

Utilized credit exception authority to maximize new loan volume while prudently managing risk

exposure

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Promoted to Seasoned Funder/Coordinator (2006 - 2008)

Supported management teams in the coordination of funding pipelines and supervised funders’ activities. Facilitated

and conducted effective training and orientation programs for internal teams.

Served as a liaison between funding teams and affected parties to maximize funding productivity

Winner of HSBC Auto Finance 2007 Annual Incentive Trip Award for ranking 1 st in the department

for 12 consecutive months; funded an average of 195 new loans per month and exceeded all goals

Analyzed funding team output and identified any best practices and improvement opportunities

Made effective recommendations regarding efficiency improvements and streamlining funding and

implemented and enforced policies and procedures; monitored teams to ensure comp liance

Two times recipient of HSBC Triple Crown award in the department for contributing to the increase in

funding productivity

Mentored and trained funders, while successfully managed funding pipelines of 2 assigned regions

Prefunding Audit Analyst (2003 - 2006)

Analyzed completed loan packages to ensure completeness and compliance with HSBC policy and State s Regulation.

Trained and supervised new employees on department policies and procedures

Audited loan packages to ensure compliance with federal and state requirements

Resolved discrepancies in AS400 loan system against loan packages and state regulation

Achieved continuous recognition as #1 Pre-Funding specialist, auditing and average 297 loans/day

Created and maintained reporting for department prod uctivity and quality utilized by management

for performance reviews

Alliant International University–San Diego, CA January 2001 – June 2003

Global Logistic Specialist/Graduate Advisor Assistant

Provided administrative support for Global Logistics Specialist (GLS) Program/Graduate Advisor

Assisted with maintaining program marketing plans and preparing teaching materials for instructors

Advised students on courses selection and schedule planning during registration p eriod

EDUCATION AND TRAINING

Master of Business Administration degree – Business Management and Marketing Coursework

Alliant International University, San Diego, California – Degree in progress

Bachelor of Science degree with a major in Intern ational Business Administration, concentrating on

Information System Technology– Management and Information Technology Coursework

Alliant International University, San Diego, California – Degree completed in 2002

Associate of Science degree with a major in Business Administration – Business Management

Coursework

Monroe Community College, Rochester, New York – Degree completed in 1999

SKILLS

Computer Skills: Microsoft Office Suite, AS400, Debt Manager, Microsoft Project

Language Skills: Laotian, Thai

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