Customer Service Manager
Resume:
Rich Thompson
Franklin, Tennessee 37064 Cell
Qualifications Summary
Supervision and training professional with multiple skill sets and a proven
track record. Skilled in: Communications with customers to resolve
conflicts in a high volume call center environment. Training and
development of employees to reach their potential to achieve maximum
effectiveness for the organization. Managing credit risk and metric based
staffing allocation to meet production requirements resulting in increased
customer satisfaction and enhanced profitability. Experienced in
advocating solutions and identifying and resolving problems. Excellent
written, verbal, presentation, leadership and team building skills.
Experience with Microsoft Powerpoint, Word and Excel.
Professional Experience
FORD CREDIT, Franklin, Tennessee 1994 - 2010
Account Services Dept. Team Leader (15 direct reports): Credit Analysis,
Customer Service Unit, Titles (2004-2010)
. Cleared backlog of 500 credit applications by adjusting daily
staffing allocation and individually assigning targeted production
metrics within 90 days of assignment to the Credit Analysis function.
Efforts resulted in increased customer satisfaction and improved process
completion time.
Co-directed in house title audit reconciling 1.2 million vehicle titles
ensuring filing accuracy and increased productivity in the lien release
process.
Selected and trained as representative in employee Peer Resolution
process.
Created and Developed PowerPoint presentations for quarterly department
meetings.
Recruited to temporarily return to Learning and Development to deliver
collections and accounting system training at commercial lending offices
after required transition from the department.
Learning and Development Trainer: professional and career development, new
employee orientation, customer service, on the job training, phone skills,
training effectiveness testing, progress evaluation and refresher skills.
(1997-2004)
Served on launch team responsible for opening 6 PRIMUS regional offices
expanding finance penetration and contributing to profitability and growth
of the brand for Ford Credit.
Developed consumer credit curriculum and delivered training for 20 PRIMUS
regional offices.
Collaborated and Interacted with all departments to assess and evaluate
ongoing training needs.
Achieved 100% compliance with corporate guidelines by scheduling and
coordinating delivery of corporate Diversity training initiative for 2100
employees of the Nashville Business Center. Personally delivered 25% of
the training.
Ensured accuracy of Ford Credit North America organization chart from
Executive to Line Supervisor level as Ford Credit North America
representative for the annual global employee attitude survey. Established
correct organizational reporting of responses to the survey resulting in
enhanced management awareness of employee viewpoints and issues at
individual and organizational levels.
PRIMUS Regional Credit Supervisor (10 direct reports): (AZ, NM, Las Vegas,
El Paso) (1994-1997)
As initial person hired; recruited, conducted interviews with applicants
and recommended hiring for new regional office. Established brand
presence and generated relationships with dealerships in area of
operations. Managed loan decision and funding process.
Rich Thompson
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BANK OF AMERICA, Phoenix, Arizona 1987 - 1994
AVP, Operations Manager - Arizona
Dealer Center (8 direct reports)
Retail Credit - Managed consumer loan decision and funding process
Collections - Managed collections process keeping delinquency within
company guidelines
Wholesale Financing - Managed floor plan process, loan package preparation
and review.
. Created consumer credit analysis summary form organizing key areas of
analysis adopted for use in the dealer center.
. Selected as project member to consult in building system architecture
and parameters during conversion to computerized credit analysis system.
CHASE MANHATTAN FINANCIAL SERVICES 1986 - 1987
Beverly Hills, California
Second VP, Zone Manager, Automotive
Indirect Lending
Los Angeles Zone - Relationship management, dealer finance program
penetration and retail contract acquisition from luxury dealer franchises
including but not limited to Mercedes Benz, BMW, Porsche and Jaguar.
. Increased dealer program sales penetration from 9 to 37 dealerships
within 12 months
Education
Bachelor of Arts, Majors - Speech and Drama, Sociology
University of Iowa, Iowa City, Iowa
Professional Associations, Certifications and Community Service
. American Society for Training and Development
. Auto Finance Network
. Auto Finance Professionals
. Six Sigma Green Belt Certified
. Franklin Citizens Police Academy, Class of 2008
. Volunteer, OurKids Golf Classic
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