Customer Service Sales

SUMMARY

Strategically focused credit professional with diverse and versatile

experience in credit exposure control, consumer and commercial financial

analysis and enhancing portfolio quality and growth. Leverage with the

proven ability to implement quality in credit management and brand

marketing through 6 Sigma methods to positively impact corporate profits.

An effective leader and solution driven with an emphasis on working well

with others and team oriented. Credibility in establishing strong business

partnerships across multi-functional client groups, service and sales

oriented with a focus on strengthening all aspects of credit operations and

with the proven ability to resolve problems both internal and external

relationships.

AREAS OF EXPERTISE

? Financial Analysis ? Marketing Development ?

Credit Underwriting

? Risk Management ? Equipment & Consumer Finance

? Portfolio Management

? Collections & Customer Service ? Training and Development

? Customer Retention

PROFESSIONAL EXPERIENCE

HYUNDIA & KIA MOTOR FINANCE (HCA)

Hyundai Kai Motors is the world's fourth largest consumer auto finance

company.

COLLECTION SUPERVISOR, Atlanta, GA

Manage (all) collection process and staff of 11 associates in order to

maximize credit collections. Develop, implement, and maintain policies and

procedures. Collect high volume/sensitive accounts issues presented by

consumer customers. Oversee and determine aging accounts to determine

efficiency of collection procedures. Report and analyze collection results

against historical and project goals to senior management. Organize a staff

of 11 associates team to provide effective and efficient collection

support.

TEXTRON FINANCIAL CORPRATION (TFC)

2008 - 2009

A commercial finance company for Aviation and Golf Equipment, also include

Asset Based Lending, Distribution Finance, Golf Mortgage Finance, Resort

Finance and Structured Capital.

RELATIONSHIP MANAGER, Alpharetta, GA

Work with CEO, Account Managers, Customers, Internal and External Sales,

Sales Administration, and Credit to validate financing transaction

structure, terms and pricing. Create and distribute financial documents

for approved transactions; Interface with Tax Department personnel to

facilitate sales tax/ exemptions and Legal Department for perfection

documents (UCCs) and liens/judgments research.

. A clear understand of Accounting, Credit and Legal impact provide

alternative solutions through negotiation process. Participate in

training and Six Sigma projects as needed to continuously improve

processes resulting in a more efficient and effective process. Provide

support; researching and coordinating with Collections, Sales and

Credit.

. Manage and develop vendor relationships. Negotiate and decision

applications for approval. Develop and solicit business from vendor

financing via indirect lending program. Responsibilities: Negotiating

applications with vendors to capture financing.

. Developing relationships and rapport with vendors and distributors

Administering day to day business needs of aviation and golf equipment

asset based lending as related to distribution finance, golf mortgages

and structured capital financing.

PACCAR FINANCIAL CORPORATION (PFC)

2006 - 2008

A fortune 200 company: preferred financing source for Peterbilt and

Kenworth commercial equipment lending.

ASSISTANT AREA CREDIT MANAGER, Duluth, GA

Managed and led a staff of eight credit analysts, within the Southeast area

which included seven regions (GA, MS, TN, AL, NC, SC & LA). Assisted with

the direction of credit operations through financial analysis, reviewed and

approved credit underwriting and financed activities, recommended

appropriate consumer credit lines and dealer floor-plan inventory

wholesales lines, coordinated with sales and collections to ensured risk

exposure. Examined and reviewed basic accounting statements, balance

sheets, income statements, cash flow statements for portfolio risk

controls. Demonstrated and approved a credit authority level up to $1.0

million for short term and long term financing. Motivated and developed

skills of credit analysts by goal setting, delegation, training, coaching

and performance reviews.

. Led a staff of credit analysts that grew the area credit

exposure/portfolio to more than $200 million over two years by

developing and establishing lending relationships with leading fortune

500 companies and dealerships.

. Collaborated with high net worth CEO's and Dealer principals

expediting and mitigating financial alternatives to optimize profits.

Prepared complex retail, lease, and floor-plan loans with a 2 day

timeframe on credit packages and floor plan finance approvals up to

$45 million.

. Successfully improved market share by 25% by generating incremental

business. Established up to 70 new customer credit lines over 2 years.

Implemented credit procedure and policies resulting in maximizing

company's goals. Reduced the turn around time for consumer credit

decisions to 20 minutes

. Established and analyzed monthly/yearly sales forecast reports that

indentified all valuable profit opportunities for senior management.

Provided break even analysis and market risk strategies contributing

to a total risk matrix goal of 60% (A/B credit) and 40% (C/D credit).

FORD MOTOR CREDIT (FMC)

1996 - 2006

Ford Motor concentrated primarily in consumer, commercial, business loans

and lines of credit for Ford dealerships.

DEALER CREDIT SUPERVISOR (COMMERCIAL LENDING DIVISION), Atlanta, GA.

2004 - 2006

Supervised a staff of seven dealer credit commercial lending analysts,

assessed and managed commercial credit risk/exposure of a complex portfolio

up to 100 Ford Motor dealerships in the southeast. Indentified financial

risk and made appropriate recommendations to limit credit exposure within

the scope up to a $5 million credit authority. Assessed and managed dealer

credit risk and completed 300 credit reviews. Developed, monitored and

maintain dealer relationships. Established and managed wholesale and loan

receivables. Directed and coached dealer credit staff to achieve company

objectives and improved performance and skills.

. Acquired and established credit limits from $250,000 up to $50 million

with high net worth companies.

. Collected on past due receivables and prioritize credit procedures to

minimize past due portfolio delinquency exposure to under 2%,

recognized by senior management with the Performance Award.

. Maintained dealer relationship of 98% satisfaction levels. Recognized

with the highest honor the 2006 President Award for commitment to

consistently deliver exceptional service to the dealers.

. Managed large client relationships such as- UPS, Home Depot, Delta,

Avis Car Rentals, Hertz, and Bluebird. Interacted and worked with

senior management on area credit performance, developed risk

management standards, systems and strategies. Completed thorough

financial analysis to insure appropriate credit limits are set.

Collaborated and investigated portfolios with sales team.

MARKETING SUPERVISOR (JAGUAR/LANDROVER DIVISION) Nashville, TN

2002 - 2003

Supervised a staff fifteen marketing customer retention representatives,

coordinated and developed customer retention campaigns with Jaguar and Land

Rover manufacture, resolved various projects with Senior Management, Legal,

IT Groups and FMC incentive business unit. Ensured best in class owner

loyalty processes policies by improving competitive advantages.

. Selected by the senior leadership team to establish and manage a new

division of FMC operations.

. Served as subject matter expert to senior management regarding

customer loyalty, product initiatives, competitive advantages, and

promotional incentives programs. Facilitated lease termination process

with dealer personnel and customer. Implemented and developed

manufacture incentive rates, rebates and cash back programs,

successfully retained 80% of Jaguar and Land Rover customers within a

highly competitive market.

. Conducted market analysis reports and increased owner loyalty by 40%

or $12 million over one year.

. Designed and implement ad-hoc reports, and developed tracking programs

which increased production of Jaguar and LandRover sales by 20% market-

share within US.

CUSTOMER SERVICE SUPERVISOR Nashville, TN

2000 - 2002

Call Center Customer Service Supervisor, led a staff of ten customer

service specialists (CSR's), provided leadership to ensure customer

satisfaction. Maintained and implemented service level goals and

performance objectives, recommended changes to improve efficiency levels

within organizational cost/budget. Monitored calls and provided feedback

to increase quality. Evaluated and reported performance review. Developed

and maintained positive morale by effective motivation and communication

methods to meet objectives.

. Recognized by senior management for developing and implementing daily

customer service tools, which increased customer service quality more

than 95% and one call resolution by 10%.

. Prepared reports and documented data on average call time and hold

time of 5 minutes.

. Conducted collaboration session. Maintained a customer satisfaction

rating of 95% by coaching CSR's on effective call management. Achieved

Top Team Performance Award (Team Up).

SENIOR CREDIT ANALYST, St. Louis MO

1998 - 2000

Senior Credit Analyst, conducted credit decision approval of consumer

automotive loans with all major brands of Ford. Evaluated and made credit

recommendations up to $250,000 approval authority. Performed and analyzed

preliminary financial statements analysis, minimized liability risk to

company through sound primary credit decisions.

. Managed and evaluated credit application for 60 Ford dealers in the MO

and IL area.

. Contributed to reduction of delinquency ratio of 1%. Partnered with

sales to increase market share of 45% with sales penetration of 65% or

greater.

. Completed all credit decision within in a timely manner, within 60

minutes. Monitored and collected outstanding debts on past due

accounts.

CONTRACT ADMINSTRATION SUPERVISOR, Austin, TX

1997 - 1998

Led a staff of eight contract administration representative: Developed,

implemented and administrated programs relating to vehicle purchases,

coordinated contract funding activities in compliance with State laws.

Developed and administrated policies and procedures minimizing financial

exposure.

. Maintained proper documentation and administered management reports

and communicated with dealer personnel with support of contract

funding activities. Working of knowledge of bank transmission and UCC

filings.

. Developed and directed staff of employees. Provided formal and

informal coaching sessions and proactively addressed and resolve

personnel issues. Reviewed and validated loan processes. Monitored and

audited all areas of departmental operations to maintain a 10% error

rate. Received a satisfactory audit result for the department.

DEALER WHOLESALE AUDITOR, Austin, TX

1997 - 1997

Maintained and conducted inventory compliance checks for automotive units

through floor plan audits for 150 Ford and Subsidiary of wholesale dealers.

. Supported internal and external sales requirements. Practiced business

financing plans, programs and audit procedures. Prepared floor-plan

audit reports providing violations findings and recommendations.

Consulted and negotiated with dealer management of audit results.

Monitored non-performing dealer groups. Analyzed and evaluated floor-

plan curtailment payments.

. Completed workouts, interacted with FMC senior management team to

resolve serious wholesale repayment issues. (Experienced in Notes

Receivables, Letters of Credit, Security Agreement)

COLLECTOR, Nashville, TN

1996 - 1997

Contacted "bad debt" customers related auto accounts that were delinquent

or assigned for repo to obtain payment of accounts. Initiated account

settlements, explained resolution process to customers and assisted other

departments in the resolution of specific problems and concerns.

OTHER RELEVANT EXPERIENCE

. Wholesale Clerk and Dealer Financial Credit Analyst.

EDUCATION

. B. S. in History Tennessee State University, Nashville, TN.

. M.B.A in Business Administration University of Phoenix Atlanta, GA.

Completion Date 2009

CERTIFICATIONS/AFFILIATIONS/SKILLS

. 6-Sigma Green Belt Certified, Ford Motor 2006 Bill Ford Award-

presented for customer and dealer satisfaction, Phi Beta Sigma

Fraternity, Inc, United Way (Powder Springs, GA), National Association

of Credit Management, Make a Wish Foundation, Big Brother's of

Atlanta, GA and Nashville, TN and Ford Motor 2002-2003 Team Up Award-

presented to manager with highest employee satisfaction. MS office,

Excel, PowerPoint, MOODY"s and Ad-Hoc Reports Dun & Bradstreet and

PAYNET.

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