Customer Service Manager

Jill Elfgren

*********@*******.*** ***-*** - **22

www.linkedin.com/in/jillelfgren Flower Mound, Texas 75028

Operations Manager

Leadership professional with extensive experience managing strategic

operations, performance analysis, and consumer centric activity in a

continuously changing environment. Identifies areas of opportunity and

effectively implements process controls that improve operational

efficiency. Experience communicating with executive level individuals as

well as production floor employees. Know for developing employees through

mentoring and collaborative team building skills. Expertise in:

Project Management Sarbanes Oxley (SOX) Internal Controls /

Operation Planning / Financial Analysis Compliance

Oversight Leadership Development Customer Service /

Six Sigma Certified Green Collections

Belt Call Center Management

Accomplishments

. Improved operational efficiencies by 33% for North American locations as

Manager Training & Development Operations. Designed and implemented an

automated report that improved and tracked operational controls and

compliance.

. Increased employee satisfaction and improved morale as a Customer Service

/ Collections Manger by generating a score of 94% completely satisfied for

an index measuring employee satisfaction. This score exceeded the

department and site location scores by 9% and 11% respectively.

. Mitigated risk of a $3.4M loss to a $0 dollar loss as a Sales / Credit

Operations Manager. The loss was avoided by increasing financial and

operational controls and maintaining a non-confrontational relationship

with a Class I dealer that sold vehicles out of trust.

. Generated the company's highest available compliance rating of "Effective

Controls" 5 consecutive years for all portfolio and operational SOX

reviews conducted by outside audit personnel as a Sales / Credit

Operations Manager.

. Managed off shore training and certification process for vendor

instructors of customer service and collection activities. Prior to

certification, I ensured vendor instructors possessed appropriate level of

knowledge of training material, delivery methods, and company procedures.

Professional Experience

Ford Motor Credit Company 1990 - 2010

Financial services arm and wholly owned subsidiary of Ford Motor Company

headquartered in Dearborn, Michigan. Operating in 34 countries and

managing $147B in receivables.

Manager Training & Development Operations, Irving, Texas (2008 - 2010)

Coordinated, facilitated, and delivered all new hire and continuing

education training and development needs for business center location with

300 employees. Consulted with operation departments and identified

training opportunities that increased productivity and efficiencies.

Designed and implemented automated tracking reports measuring penetration

and completion rates. Completed and reviewed operational and compliance

reports on a monthly basis.

. Managed project team with members from multiple locations, developing a

compliance report used by North American center locations.

. Selected as the single specialist from North America to deliver 120 hours

of training material while video taped. Material used for "Train-the-

Trainer" purposes to train new instructors.

. Exceeded target objectives for instructor evaluation ratings. Achieved a

rating of 4.99 out of 5.00 for performance year 2009. This compares

favorably to performance objective of 4.85.

Jill Elfgren

Page Two

Ford Motor Credit Company (Continued)

Manager Customer Service / Collection Operations, Irving, Texas (2006 -

2008)

Managed 65 employees on multiple collection teams in a call center

servicing a receivable base of $16.2B. Completed and verified Daily Review

Guides, Control Self Assessments and other reports, ensuring operational

controls and SOX compliance. Proficient with the use of Mosaix autodialer,

eWorkforce Management (Empower), Real Time Adherence (RTA) and NICE

technology.

. Reduced gross credit losses and exceeded loss objective YOY from 2006 to

2007 by 19% while exceeding objectives for 30 Day and 60 Day delinquency.

. Organized and chaired the inaugural "Voice of the Customer" committee,

which was created to promote awareness of customer satisfaction and

improve CSI scores. Within one year of the committee formation, CSI

improved and exceeded objective by 104%.

. Reduced operating costs to $34.5M for year-end 2007, which was $5.3M or

13% below objective. Cost reduced by reducing repossessions, repo costs,

and lower staffing.

Manager Sales / Credit Operations, West Des Moines, Iowa (2001 - 2006)

Managed operations of a branch generating yearly profits of $5.9M and an

ROE of 17.5% with 15 employees and 47 automotive dealer customers.

Receivable base included retail/lease receivables of $313.6M, wholesale

receivables of $182.2M, and dealer loans of $4.2M. Completed in-depth

analysis of dealer financial statements, evaluating risk of existing

wholesale accommodations and assessing new capital loan requests.

Developed sales contests for dealer customers, which increased market share

and grew a profitable portfolio.

. Increased non-fleet market share from 40.75% to 56.6% within three years

by implementing a balanced and calibrated purchase policy while reducing

sub-prime marginal purchases.

. Generated a 100% completely / very satisfied Dealer Satisfaction Index

for branch support in 2004 by directing and teaching employees how to

provide exceptional dealer service.

. Completed monthly reviews on all branch operations, ensuring compliance

with SOX, state laws, company policies, and procedures. All audits

completed by external personnel resulted in a compliant rating.

Additional Professional Experience

Dealer Services Supervisor, Overland Park, Kansas (1999 - 2001)

Dealer Services Analyst, Overland Park, Kansas (1998 - 1999)

Dealer Account Manager, Overland Park, Kansas (1996 - 1998)

Internal Control Analyst, Dearborn, Michigan (1994 - 1996)

Wholesale Inventory Auditor, Waterloo, Iowa (1990 - 1994)

Customer Service Representative, Waterloo, Iowa (1990 - 1994)

Education

Bachelor of Arts, Management: Finance, University of Northern Iowa, Cedar

Falls, Iowa

Graduated-Cum Laude

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