Customer Service Sales

Professional Summary

Experienced, dynamic leader with 14 years of cross-functional captive

automotive financial services and a strong knowledge base in project

management, process optimization and development, call center management,

customer relationship management, collections management, fraud prevention,

customer retention, relationship based sales, credit analysis, financial

analysis, strategic risk management, leadership development, performance

coaching, instructional design, and financial analysis.

Professional Experience - Chrysler Financial (Nov 1996 - March 2010)

Business Center collections leader (May 2009-March 2010; June 1998 -

April 2003)

RESPONSIBLE FOR LEADING A STAFF OF 90 CUSTOMER SERVICE REPRESENTATIVES AND

6 TEAM LEADERS IN THE SERVICING AND LOSS MITIGATION OF AN 8 BILLION DOLLAR

CONSUMER RECEIVABLES PORTFOLIO.

Developed and implemented dialer and call routing strategies that led to

increases in key performance indicators such as right party contact goals,

call goals, and closure rate goals that translated to overall collection

and delinquency level goal achievement.

Analyzed and applied workforce management and inbound call strategies to

meet inbound customer service level agreements, minimize abandoned call

rates, and exceed customer satisfaction (TARP and JD Power) goals.

Optimized the servicing of dealer customer service inquiries by developing

a call routing strategy and workflow process utilizing limited resources.

Managed Executive Referral customer resolution process that deals with

escalated customer complaints and issues including attorney general and

media inquiries.

Collaborated with the Great Lakes Business Center to develop and manage

retail credit acquisition strategies based on dealer portfolio performance,

remarketing values of units financed, regional trends, etc.

Developed and managed relationships with vendors and partners including

attorneys, dealers, recovery companies, software solution companies, and

bankruptcy trustees.

Negotiated labor relations with union representatives.

Revised and improved the lease and repo remarketing process by closely

working with the Chrysler dealer body and the auctions used by Chrysler

Financial.

Implemented a Loan Workout process to investigate and apply workable

solutions for customers that averaged $200,000 monthly in loss prevention.

Managed the collection process of dealer endorsed accounts.

Enforced and upheld the retail agreement between Chrysler Financial and the

dealerbody.

Negotiated monetary settlements on behalf of Chrysler Financial and its

borrowers and dealers.

Determined the proper course of dealing for high risk accounts.

RISK STRATEGY SPECIALIST-FRAUD FORENSICS (MARCH 2008-MAY 2009)

Implemented forensic portfolio analysis strategies that led to the

identification of $11 million fraudulent loans and the recovery of $6

million dollars.

Project lead and author of the Fraud Account Identification process that

required the cross-functional collaboration of Customer Service, IT,

Compliance, Business Intelligence, and Treasury departments.

Project lead in the system enhancements to support the Fraud Account

Identification process.

Key role in authoring and implementing "Red Flag" identity theft process to

adhere to FTC regulations.

Assisted Chrysler Financial Treasury Department to provide accurate

reporting to adhere to Asset Backed Security agreements with purchasers of

the bundled receivables of the customer portfolio.

Formulated policies and procedures with senior managers and Office of

General Counsel to deal with consumer fraud related issues.

Drafted demand letters for the collection of accounts with elements of

fraud and/or misrepresentation to negligent dealers.

Developed training modules for the retail credit acquisition teams for the

prevention and identification of potential fraud risks.

Facilitated monthly meetings with Senior Management to discuss consumer

fraud trends/issues and strategies to implement for the prevention and the

handling of consumer fraud within the Chrysler Financial Consumer

Portfolio.

Worked with the Office of General Counsel to hold negligent dealers

accountable on consumer fraud issues.

Developed relationships with outside legal entities such as the DEA, FBI,

NICB, etc that aided in the identification and recovery of over 2 million

dollars of assets linked to various fraud rings.

Professional Experience, continued

Retail Credit Sales Supervisor (APRIL 2003-MARCH 2008)

DEVELOPED AND MANAGED THE RETAIL CREDIT ACQUISITION STRATEGY FOR SENIOR

ACCOUNT AND BUSINESS DEVELOPMENT DEALERS WITHIN A 4 STATE TERRITORY

(MICHIGAN, OHIO, KENTUCKY, AND INDIANA).

Responsible for the development and the performance of 8 retail credit

analysts.

Empowered to manage performance and the relationship of Chrysler Financial

Great Lakes Business Center's most impactful dealer.

Selling and marketing the retail financing services of Chrysler Financial

to the dealer body of the Great Lakes Business Center.

Driving the sales penetration levels for the Great Lakes Business Center.

Direct negotiations with senior dealers specifically regarding sales

volume, quality of credit, portfolio performance, and usage of CRM

solutions provided by Chrysler Financial and its partners.

Consulted dealers in developing sales and financing strategies to optimize

sales, manage inventories, and maximize profits.

Implemented call handling strategies to optimize customer service levels

for the dealer body.

Involved in developing portfolio servicing strategies with senior

management.

Reviewed and analyzed high risk financing applications.

Analyzing high dollar consumer credit requests for credit committee review.

CUSTOMER SERVICE REPRESENTATIVE (NOV 1996-JUNE 1998)

Responsible for the timely collection and loss mitigation of assigned

accounts.

Negotiating payment arrangements with delinquent customers.

Developing relationships with recovery companies.

Analyzing risk and loss potential of delinquent accounts.

Recommending resolution strategies to managers.

Empowered to coach and mentor new team members.

Education

WALSH COLLEGE OF ACCOUNTANCY AND BUSINESS ADMINISTRATION

MASTERS OF SCIENCE, MANAGEMENT 2001

Bachelor of Arts, Business Administration - Finance 1996

Additional Skills and Credentials

Access Aspect and Avaya Dialers Aspect ACD

Powerpoint Salesforce.com ICMI Certified

Excel ESQL Houston Project Management Methodology

Word Audit Control Language COGNOS

ISO 9001

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