Project Manager Customer Service

Ralph Hodnett

*** ******* ***** ******

Henderson, NV 89052

702-***-**** abhb11@r.postjobfree.com

Summary

Accomplished Account Service/Project Manager, certified as a Six Sigma

Black Belt[pic] with Ford Motor Company. Managed the Account Service

division of the Center of Excellence. Able to combine extensive business

process knowledge with technical experience to accomplish company

objectives for cost reduction, defect reduction, and revenue enhancement.

Proven track record of successfully managing project scope, stakeholders,

risks and issues to exceed client expectations. I have strong analytical

and project management skills including the ability to assess complex

situations and data to produce creative and sound solutions. Recognized

leader with exceptional interpersonal and team building skills. Proficient

in Minitab, Visio, Excel, Word, Lean, DMAIC, DFSS, DMADV, VOC.

Professional experience

FORD MOTOR CREDIT COMPANY 1999 - 2009

Account Service Center of Excellence Manager, Henderson, NV 2008 -

2009

Effectively managed the Account Servicing Center of Excellence.

Responsible for people, processes and technologies for promoting

collaboration and the application of best practices.

. Completed an operational deep dive into all Account Services operational

processes.

. Utilized project identification and selection methods to create value

added prioritized project pipeline.

. Organized and encouraged collaboration, engagement, open dialogue, group

creativity (brainstorming sessions) and other opportunities for

ideas/concept sharing.

. Facilitated internal and external customer analysis, trend analysis and

other research activities

. Establishment of network of liaisons with Continuous Improvement/Six

Sigma Team, Business Development Team, Executive Management Strategy

Team, Technology Team and Marketing Team.

. Established project teams and subject matter experts to reduce redundancy

and variability in 7 like processes, providing the company with the

opportunity to consolidate 7 departments to 3 departments.

. Managed innovation, budgets and project portfolios.

. Implemented processes and actions to comply with corporate Global

Policies and achieve Sarbanes Oxley compliance.

. Mentored managers for the Center of Excellence in identifying and

implementing 15 projects between 7 Business Centers, contributing $4.1 M

in revenue and cost savings.

Certified Six Sigma Black Belt/ Project Manager, Henderson, NV 2005 -

2008

Deployed Lean Six Sigma across assigned departments. Delivered results

oriented performance improvement initiatives through the use of Six Sigma

tools and methodologies.

. Led the identification, prioritization, and selection of over 30 process

improvement opportunities.

. Facilitated quality and change management processes, identified customer

needs and key drivers to increase customer satisfaction goals by 10% with

a financial benefit of $750K in customer retention revenue.

. Delivered significant operational improvements resulting in $ 2.3M

transactional process improvements and financial savings across assigned

departments.

. Demonstrated success in leading cross-functional teams towards

quantifiable results in defect reduction, cost avoidance, loss reduction

or revenue enhancement.

. Trained, coached and developed Green Belt resources assigned to projects

utilizing Six Sigma tools and methodology and offered technical expertise

and guidance in project reviews.

. Technical competencies in Lean, DMAIC, DFSS, process management, change

management and statistical analysis.

. Proficient in Excel, Minitab, Visio, Word, PowerPoint and project

management software.

Ralph Hodnett Page Two

FORD MOTOR CREDIT COMPANY (Continued)

Learning and Development Manager, Henderson, NV 2003 - 2004

Served as Senior Instructor in the delivery of Leadership, Culture and

advanced skills training to support the needs of the entire Business

Center. Evaluated the effectiveness of training content and assisted in

the research of future training development. Facilitated and delivered 15

leadership courses to 90 managers and supervisors.

. Developed and coordinated the credit decisions, customer service,

collections and administrative training for 600 employees.

. Planned and delivered training for 500 employees transitioning to a new

computer system.

. Achieved the highest rated team instructor scores of 99% completely

satisfied.

. Delivered training to HR associates, supervisors and managers to conduct

interviews for new hires and college graduates.

. Coordinated the Team Lead Development Program, graduating 94% of all

participants.

Vehicle Liquidations Manager / Project Analyst, Henderson, NV 2001 - 2003

Launched 2nd new Business collection and administrative Center. Directed

actions and managed processes to achieve budgeted metrics. Focused on

minimizing portfolio risk and credit losses. Ensured procedural

compliance.

. Planned and executed launch of the new Business Center Vehicle

liquidations Department, with 75 employees, 7 Supervisors and 2

Operations Managers.

. Directed the Liquidation of 75K Red Carpet Lease returns, exceeding the

objective for number of days in inventory by 3.

. Executed the liquidation of 24K repossessed accounts, generating $400M

back into the company account.

. Initiated 5 projects to improve Red Carpet Lease customer service index

scores by 5%.

. Operated 5% under head count authorization and budgeted guidelines.

. Effectively managed a multitude of account services and vehicle

liquidations procedures to meet budgets, targets and mitigate losses /

risk.

Customer Service Operations Manager, Nashville, TN 1999 - 2000

Effectively managed delinquency and collection procedures. Monitored and

implemented actions to achieve budgeted metrics minimize portfolio risk and

credit losses.

. Launched the company's 1st collection and administrative Business Center.

. Directed the actions to reduced 30day delinquency by .35% and 60 day

delinquency by .10%.

. Monitored and implemented actions to ensure tasks and workloads were

completed 100% daily.

. Reviewed accounts to ensure appropriate decisions and actions were

utilized to achieve budgeted metrics and losses.

. Effectively managed call calibrations, as well as call monitoring and

daily, weekly and monthly reporting.

Education & Certification

Masters in Administration, Central Michigan University, Kalamazoo, MI

BBA, Bluefield College, Bluefield, VA

Company Sponsored Training: Certified Lean Six Sigma Black Belt[pic]

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