David Lawhorn

****A Middleton Ave.

St. Augustine, Fl. 32080

904-***-****

abkaiu@r.postjobfree.com

Objective

To obtain a position where my experience and skills will provide an organization with the

leadership needed to achieve their objectives.

Summary

I am an Operations Professional with over 20 years experience leading

multi-unit retail operations, call center sites, and collections operations. My

key skills include training, motivating and personnel development, problem

solving and analytical skills, communication skills, developing production

plans and strategies, budgeting, and managing profit and loss.

Experience

Wachovia/Wells Fargo Bank, Jacksonville, Fl.

2009 - Present

Home Equity Supervisor

Ensure the integrity and proper maintenance of accounts for the Home Equity Division of

Wells Fargo Bank and the diversified products of Wachovia Bank. Direct and execute the

ongoing coaching of agents assigned to manage the portfolio. Build and maintain

relationships with peers and executives across departments to ensure fluid processes.

Responsibilities and Achievements

- Coach and retain a motivated team of Home Equity professionals .

- Ensure that team members maintain daily production levels, provide exceptional customer service, and achieve

company standards for individual, team, and company goals.

- Respond to customer inquiries in a timely manner and address their concerns quickly.

- Identify and celebrate operational successes, as well as develop and implement plans to address opportunities.

- Communicate effectively with employees, peers, executive team and customers.

- Lead Jacksonville Call Center in Team Rankings for 5 of 12 months in 2009.

- Lead entire company in Team Rankings in December 2009.

- Along with peers, achieved company collections goals 9 of 12 months in 2009.

- Awarded 2009 Community Banking, Top Performer in Sales and Service

Lydia Cladek Inc., St. Augustine, Fl.

2005-2008

Department Head for Collections

Restructured and designed Collections Processes for subprime auto finance company. Led

Operations for the department for 3 years.

Responsibilities and Achievements

- Recruit, coach and retain a motivated team of Subprime Auto Collectors..

- Ensure that team members maintain daily production levels, provide exceptional customer service, and achieve

company standards for individual, team, and company goals.

- Co-authored with committee, Policy and Procedures Manual for company.

- Created Repossession Department, managed the repossession process personally.

- Communicate effectively with employees, peers, executive team and customers.

- Reported for the department, all weekly and monthly metrics, directly to the owner.

- Grew 12 collector department to 35 collector department with 3 Supervisors.

- Grew monthly revenue from 800k month in Feb. 2005, to 2.2 million in Feb. 2008

Americredit, Fleming Island, Fl.

2003-2005

Collections Lead

Provided the maintenance of a 15 million dollar portfolio by leading the efforts of a 14

person team. Executed cradle to grave vision of the company, managing day range of 1 day

past due to charge off, including Repossession.

Responsibilities and Achievements

- Coach and retain a motivated team of Auto Loan Collectors..

- Ensure that team members maintain daily production levels, provide exceptional customer service, and achieve

company standards for individual, team, and company goals.

- Manage Repossession decisions and engage Repossession companies to achieve results.

- Communicate effectively with employees, peers, executive team and customers.

- Conduct weekly and monthly reviews of production and performance with team.

- Achieved monthly company goals 11 of 12 months in 2004.

- Led Call Center in Monthly Performance Metrics 8 of 12 months in 2004.

Rent-A-Center, Rent Club, Buddy’s Home Furnishings

1982-2002

Regional Manager, Store Manager

Over 20 years managing Rent-to-Own locations as Regional Manager, for multiple

companies in multiple cities and states. Directed the overall operations of up to 15

locations. Extensive experience with in-house Sales, Collections, Inventory Control,

Auditing, P&L management, and producing results through staff, in an offset environment.

RESPONSIBILITIES

- Recruit, hire, coach and retain an engaged team of Rent-to-Own professionals by demonstrating initiative and

leading by example.

- Ensure that team members demonstrate sales-focused and over the top customer service behaviors when

interacting with our customers.

- Provide a welcoming environment to customers through effective facility maintenance and showroom display.

- Respond to customer inquiries in a timely manner and address their concerns quickly.

- Identify and celebrate operational successes, as well as develop and implement plans to address opportunities.

- Manage payroll, repair, maintenance, fleet, and expense budgets and P&L statements.

- Conduct monthly inventory and cash flow audits, ensuring locations are safe and meet all company operational

standards.

- Manage in house delinquency, including coaching teams to reduce delinquency rates and improve customer

retention.

- Communicate effectively with employees, peers, executive team, and customers.

Training and Technical Skills

Proficient with Microsoft Office programs, Several predictive dialer systems, Collections

software systems including AS/400, Cacs, LexisNexis, Davox, Cms, Centreview, and many

internal systems. Management programs and seminars over the years include Zig Ziglar,

Brian Tracy, Fred Pryor, as well as numerous industry specific leaders.

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