Customer Service Sales Representative

ODELL LUCAS

abl42w@r.postjobfree.com

PO Box ***** Home: 734-***-****

Canton, Michigan 48187 Cell: 615-***-****

CAREER SUMMARY

A Financial Business Professional with extensive experience in Retail and

Commercial financial services. A proven history of contributing to

customer satisfaction and leading teams to exceed company expectations.

Demonstrated high performance in analytical comprehension and leadership

skills in diverse group settings. Areas of expertise:

Risk Management Bankruptcy Servicing Credit Risk and

Underwriting

Compliance Collection Policy Revenue Generation

Brand Management Strategic Planning Process Improvements

Project Management Change Management Six Sigma Green Belt

MS Office Suite Certified

PROFESSIONAL EXPERIENCE

FORD MOTOR CREDIT COMPANY, Dearborn, MI 1988-2009

Business Analyst 2008-2009

Responsible for Workflow, Electronic Vehicle Condition Report, Owner

Loyalty, Fax-to-Image, New Image, Pinnacle applications support and

development for Information Technology Department.

. Successfully executed the Workflow regression test scripts and

releases within the required timeframes, thus timely updates were

distributed to the Call Centers.

. Completed testing and launch of the New Wholesale Fax-to-Image

application in the United States and Canadian Call Centers with no

failures.

. Effectively worked with cross functional business teams and various

levels of management on several initiatives. Including communicating

call center business needs to the Information Technology Department.

Dealer Status Supervisor 2006-2008

Managed the dealer defaults on wholesale lines, mortgage loans, and

revolving credit lines. Facilitated the liquidation and accounting of

dealership assets in the US and Canada.

. Successfully managed over 150 liquidations during the year 2007.

. Negotiated with dealers, attorneys, and senior management the recovery

of over $6.0M by reaching settlements and selling of dealership real

estate. This is compared to over $3.0M collected the previous year by

the prior supervisor.

. Subject Matter Expert on Black Belt Project in 2007, hard savings of

$2.2M ongoing.

Transformation / Reporting Analyst 2004-2006

Re-engineered the company's sales and origination processes / structure.

Designed a reporting process for the post financial results of the North

American Transformation's success.

. Integrated over 200 office locations and four business / call center

units which allowed the company to reduce cost. Developed and

implemented project plan for staff support integration at the four

business / call center units. Experience leading project teams and

using MS Project for tracking / reporting progress.

. Reduced organization operating expenses by 25-45%.

. Submitted financial results to the Ford Credit Executive Team

accurately and on a monthly basis which confirmed strategic

objectives.

. Effectively communicated call center business needs to IT development

team.

FORD MOTOR CREDIT COMPANY ( continued )

Team Leader, National Bankruptcy Service Center, Livonia, MI 2003-

2004

Supervised inbound / outbound call center operations for bankruptcy

portfolio ( Primus Finance, Volvo Finance, and Fairlane Credit ). Oversaw

up to 14 employees and attorney / client relationships with 20 US law

offices.

. Accomplished the reduction of credit losses by $7 million per year,

decreased operating expenses by 10% and increased overall efficiency

in a twelve month period by delivering significant process

improvements.

. Decreased operating costs 30% and improved process efficiency by using

a third party vendor for select bankruptcy servicing processes.

. Increased employee satisfaction level to 92% compared to the center

score of 65% in a twelve month period by fostering an environment of

open dialogue / employee involvement.

. Ensured organization compliance on internal control audits by

conducting daily, weekly, and monthly reviews of select processes and

by automating key processes.

Team Leader, Ford Collections, Nashville, TN 2002-2003

Supervised a team of 12 dedicated customer service representatives in the

call center.

. Coached and counseled a team of sub-performing employees to exceed the

department standards. Several employees were promoted or offered more

challenging tasks.

Team Leader, Fairlane Credit, Nashville, TN 2001-2002

Managed a team of 18 employees hired to investigate and purchase subprime

retail customer contracts for Ford Credit subsidiary.

. Managed a team that was rewarded several times during 2001 and 2002

for exceeding objectives in purchases and quality of investigations.

Company was closed in 2002.

Dealer Account Mgr / Dealer Services Supervisor, Little Rock, AR 1988-

2001

Branch Sales Representative responsible for selling Ford Credit financial

products to statewide dealership body. Supervised the purchase of retail

customer contracts and dealer credit wholesale lines, revolving credit

lines, and mortgage loans.

. Conducted annual reviews of dealership and owner financials, which

provided an accurate credit risk for the branch portfolio.

. Promoted through a series of positions in local branch: Dealer

Services Analyst, Dealer Credit Analyst, Collection Supervisor,

Customer Service Representative, and Auditor.

EDUCATION

MBA, Management, Webster University, Little Rock, AR 1994

BBA, Finance, University of Arkansas at Little Rock, Little Rock, AR

1989

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