Manager Quality Assurance

ARMIDA GONZALEZ

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

RANCHO CUCAMONGA, CA 91730

*.*.*************@*******.***

Cellular: 909-***-****

Innovative and decisive leader with an excellent track record of maximizing

efficiencies and effectiveness through strategic planning, resource

allocation and process improvement producing exceptional results.

Extensive management experience in credit approval, collections, bad debt

recovery, bankruptcy, sales, multi-site call center operation, workforce

management, payment processing, quality monitoring/compliance, employee

development and vendor management. Proven success in achieving operational

objectives within quality standards, established deadlines, and budgetary

requirements.

CORE COMPETENCIES

Operations Management

Inspirational Leadership

Mentoring / Coaching

Risk Taking / Innovative

Team Building

Problem Solving

Bilingual - Spanish Certified

Sales and Negotiations

Change Agent

KEY ACHIEVEMENTS

> Rolled out risk based lending strategies for subprime customers doubling

loan funding results during the first month of initiation - 2011.

> Designed collection strategies that improved results from 6% delinquency

to 0% in 4 months - 2010.

> Implemented paperless environment through IAW workflow resulting in an

annual cost savings of 1.7M - 2009-2010.

> Completed a redesign of process flows that resulted in risk mitigation,

compliance alignment and an annual cost savings of over $.5M - 2008.

> Implemented process improvements and strategy changes which resulted in a

40% reduction/realignment in resources while improving performance by 50

basis points - 2007.

> Contributed to the success of the site's highest employee rated

engagement survey score - 2007, 2009, 2010.

> Lead manager in contributing to Consumer Lending's lowest delinquency

average entry rate - 1999-2002.

> Spearheaded the successful migration of four new portfolio assignments

while exceeding expectations in all areas (Household Direct, PHL, Auto

Finance and Countrywide Acquisition) - 2000, 2001, 2003, 2006.

> Sponsored/mentored thirteen aspiring candidates and one college

internship resulting in twelve Unit Manager promotions - 2000, 2001,

2003, 2006, 2007, 2008, 2009, 2010.

> Honored with the Manager Walk of Fame award presented by the Vice

President in Chicago, IL. Award granted to less than 1% of the

management staff - 2001.

> Recipient of six incentive trips for exceptional performance - 1997,

1998, 2001, 2002, 2005, 2008.

> Recipient of four Shareholder Stock awards for exceptional leadership -

1998, 2000, 2007, 2008.

> Recipient of the prestigious Chairman's Club award for outstanding

collection performance - 1997.

> Designed and facilitated the dialer department's Certified Training

Program, which became the primary vehicle for training collectors in a

call center environment - 1998.

> Recognized for the implementation of a 24hour loan application turnaround

program - 1995.

PROFESSIONAL BACKGROUND

Crossroads Equipment Lease and Finance, LLC

2010 - 2011

Rancho Cucamonga, CA 91730

Senior Portfolio Manager (Jul 2010 - Jan 2011)

Responsible for credit approvals, funding, collection activity and payment

processing functions for commercial vehicle loans and leases. Manage,

motivate and oversee development of assigned employees. Conduct monthly

presentation to senior executives on results, initiatives, and employee

development progress.

HSBC

Virginia Beach, VA 23321 2006 -

2010

Vice President Operations - Service Administration (Aug 2007 - July 2010)

Responsible for onshore and offshore operation support functions for $3.5B

portfolio. Versed in call center technology and actively involved in

process design and innovation to improve process flow management.

Responsible for payment application, accounts payable, bank reconciliation,

mailroom, legal preparation teams, vendor management, warehousing of

recalled accounts and negotiating/managing asset sell and forward flow

agreements. Duties include budgeting, forecasting, expense control,

capacity planning, goal setting, quality/compliance assurance, strategic

planning, and development/coaching/engagement of staff.

Call Center Department Manager - Bad Debt Recovery (Oct 2006 - Aug 2007)

Responsible for the overall performance of 14 collections teams in multiple

site locations including offshore. Duties include employee

hiring/development/engagement, call model training, budgeting, capacity

planning, goal setting, compliance/quality management and process

improvements. Utilized operation analytics to design and execute score

driven collection strategies, outsource placements, call penetration goals

and workforce management.

HSBC

Pomona, CA 91768 1997 - 2006

Call Center Manager (Feb 1998 - Sept 2006)

Responsible for the production results of assigned collector/customer

service team. Minimize loss and exposure through adherence to corporate

policy/compliance and state/federal regulations.

> Dialer/Manual/Skip Trace Collections (all levels of delinquency) - Set

expectations, provide training and development, motivate staff, and

monitor performance to ensure continuous improvement. Successfully

managed in several portfolios including: Consumer Lending - Direct Mail,

Household Direct, Sales Finance, Retail Services, Personal Home Loans,

Auto Finance, and Countrywide.

> Davox Dialer System Administrator - Responsible for SMC coordinators.

Developed and implemented daily dialer strategies to ensure maximum

efficiency and effectiveness. Penetration strategies resulted in the

lowest delinquency average entry rate for four years straight.

Sr. Collection Representative (Mar 1997 - Feb 1998)

> Lead Certified Trainer - Completed system and process training and

development of all new hires through group presentations, side-by side

training sessions and follow-up.

> Quality Assurance Specialist - Under the general direction of multiple

Unit Managers, effectively ensured the training and quality assurance

requirements of multiple teams were achieved.

> Collection Representative - Contacted customers with delinquent accounts

and negotiated appropriate arrangements. Completed rotational

assignments throughout all levels of delinquency.

Sears - Call Center

Rancho Cucamonga, CA 91730 1996

Sr. Bankruptcy Specialist - Managed assigned bankruptcy cases in a call

center environment by initiating appropriate action on secured and

unsecured accounts through extensive interaction with attorneys, trustees

and customers. Handled reaffirmations, settlement proposals, proof of

claim filings, and court appearances.

Po-Tel Federal Credit Union

Pomona, CA 91768 1988- 1996

Loan and Collections Branch Manager - Responsible for the overall operation

of a sub-branch office and credit, funding and recovery results of three

offices. Responsibilities included daily balancing of cashiers, soliciting,

qualifying, approving, funding and collection of vehicle loans, second

mortgage loans and unsecured loans. Also responsible for bankruptcy

operations, funding accuracy, process flows with 24-hour loan turnaround,

setting credit risk strategies, budget forecasting and expense control.

Consistently exceeded goals and objectives by creatively utilizing employee

recognition/appreciation and inspirational leadership to drive results.

Handled all personnel issues including recruiting, hiring, training,

promotions, and terminations.

ONGOING PROFESSIONAL DEVELOPMENT

Project Management/Six Sigma Certification, Coaching and Teambuilding

Skills for Managers, Developing Highly Effective Managers and Teams,

Leadership Conference 2007, 2009 and 2010, CBS Call Model Certified

Trainer, Peak University (HSBC internal college) Bachelors and Masters

Degree

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