Manager Management

SANDRA W. OUTZEN

*** ******* **** ? Smyrna, Tennessee 37167 ? 615-***-**** ?

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

SUMMARY

Results-oriented leader with 13 years of management, leadership, and career

development skills for multi-million dollar organizations. Background also

includes design of business goals, strategies and objectives based on

changing industry trends and projections. Strong project management and

consulting skills. Specialties include employee performance, education,

and retention as well as restructuring of business plans and strategies.

Recognized for being an excellent project leader and communicator; gaining

measured results.

PROFESSIONAL EXPERIENCE

MANHEIM, Nashville, TN 1997 - 2010

(World's leading provider of used vehicle services.)

Manager, Analytical Support and Communication (2009 - 2010)

Responsible for all communication in and out of the Business Analytics

department and the management of internal audit team.

. Directed development of quality scorecard and metrics for improving

inspection quality.

. Constructed and delivered internal manual physical audit scoring system

for third party network.

. Designed internal and field operations newsletters and bulletins.

. Ensured correct operational flow of the business by analyzing data and

reports.

Manager, Internal Operations (2007 -2009)

Responsible for Client Services, Vendor Relations, Arbitrations and

internal and field operations.

. Developed and implemented employee transition from field inspections to

fixed location returns.

. Defined and executed departmental reduction in force.

. Established new business strategies based on industry changes.

. Restructured third party strategies and business plan. Maximized return

on Arbitration costs.

Manager, Support Operations (2004 -2007)

Responsible for Client Services, Client Administration, Tech Support,

Logistics and Rental Operations.

. Created procedures for cross training inter-departmental operations.

. Collaborated with system programmers to develop new operating software.

. Established business case and managed successful launch for new logistics

procedures and software.

. Improved lease return business strategies to maximize financial return.

Manager, Lease End Operations (2002 -2004)

Managed account services and acted as a liaison between operational

departments.

. Originated, negotiated, and executed all client contracts to mutually

benefit all parties.

. Evaluated department Sales and General Expenses to achieve a balanced

budget.

. Spearheaded and staffed new department, to assist clients with their

redesigned business model.

. Composed delivery method of measured results and reporting to clients.

Manager, Client Services (2001 -2002)

Responsible for managing the duties of the account services team,

development of client business strategies and metrics for service level

agreements.

SANDRA W. OUTZEN Page 2

End of Term Administrator (1998 -2001)

Responsible for three lease end portfolios. Directed all communication

between lessee, lessor and auction.

Skip Tracer (1997 -1998)

Responsible for locating vehicles, boats, equipment and the debtor using

various databases and file information.

EXCALIBUR FINANCIAL SERVICES, Brentwood, TN 1996 - 1997

(Sub-Prime automotive loans and debt resolution for portfolios in

litigation)

Collection Manager and Skip Tracer

Managed several responsibilities in relation to repossession and skip

tracing for a start-up sub-prime lending company.

. Managed a 14 million dollar sub-prime portfolio to 3% delinquency.

. Directed all communication with legal team for replevins, lawsuits and

legal matters.

. Earned 'Top Performer & Collector' four times.

PRIMUS AUTOMOTIVE FINANCIAL SERVICES, Franklin, TN 1996

(Sub-Prime automotive loans for Ford Motor Credit)

Collector II

INDEPENDENT RECOVERY SERVICE, Murfreesboro, TN 1995 - 1997

(Skip tracing, bail bonds and fugitive recovery service)

Bail Enforcement Agent and Skip Tracer

Responsible for research, skip tracing, surveillance, fugitive location and

fugitive recovery of all bail jumpers.

. Personally apprehended 40+ percent of all fugitives.

EDUCATION

Middle Tennessee State University, Murfreesboro, Tennessee

PROFESSIONAL DEVELOPMENT/TRAINING

Participated in over 2000 hours of courses, workshops and seminars on

various topics, including management, leadership, motivation, and

technology. Course examples include:

Managing Inclusion A Path to Leadership

Leadership Fundamentals Leveraging Diversity for Results

Managing Diversity in the Workplace Change Management

Mastering Organizational Politics, Influence

and Alliances

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