Genaro DeLaTorre
Summary of Qualifications
Experienced and innovative professional executive with a reputation for
maximizing operational profits through innovative strategies, leadership
and team work. with a particular focus on establishing stretch goals and
exceeding them. Strong leader and change agent, who builds motivated cross-
functional teams that deliver positive, sustainable bottom-line results. A
management philosophy that builds effective teams through coaching,
mentoring and attention to individual talents and providing opportunities
for taking performance the next levels. Focused on building and
maintaining long- term customer relationships and employee enthusiasm for
service and quality. Proven ability to manage challenging, mission-critical
projects to successful completion, with exceptional problem solving skills.
Strong loan service, collection and customer service analysis skills with
extensive delinquency control experience and a loss mitigation mentality.
An entrepreneurial spirit to be creative and quickly recognize the need to
implement and adapt to the challenges in changing the direction of
substandard performing portfolios.
Personal Qualities
. Integrity
. Leadership
. Creative problem solving
. Collaborative team building approach
. Bilingual and Bicultural English-Spanish
Professional Experience
DH Consultores.com.mx
Dec 2007 - Dec 2009
Independent Consultant
As a consultant analyzed overall operations in Mexico for USA companies in
the personal consumer lending industry.
My primary task is to analyze the existing internal infrastructure of
operations, collections and credit risk. The objective is to create and
implement a USA infrastructure version that is compliant in Mexico with the
intent to bring uniform operations and study the potential to expand into
other regions of the country with foreign investment. The consulting areas
that I covered were:
. Centralized Call Centers for Collections and Customer Service
. Translate Policy and Procedures from USA to Mexico operations.
. Review conflictive regulatory issues USA / Mexico
. Cultural adjustments by region
. Employee quality assurance
. Cost effectiveness studies by region.
. Marketing strategies.
. Recruitment strategies and requirements for growth
. Training support recruitment and support requirements
. Analyze revenue against operational cost to develop Management
seminars in operational efficiency.
. Provide continual support in operational efficiency by analyzing data
and reports with an emphasis on forecasting.
Westlake Financial - Los Angeles CA
Aug 2005 - Aug 2007
Loss Recovery Director
. Responsible for the daily operations and recovery of losses
nationwide.
. Oversee a staff of 56 employees with a charged off portfolio of 180
million dollars.
. Implemented daily strategies to achieve monthly goals.
. Responsible for training and motivating staff.
. Analyze data and reports to offset any negative trends that would
impact monthly goals.
. Interacted with Attorneys for civil lawsuits and vendors on small
claims.
. Provide daily support and mentoring to direct reports in areas of
management, human resources and operational issues.
Achievements
. Increased recoveries by 120% in first 12 months while reducing
operational costs by 43%.
. Implemented Spanish literature for collections and recoveries
impacting a 30% response to collection efforts
. Mitigated losses by 15% through interdepartmental communication.
. Wrote and implemented procedural manuals for all aspects of the
department.
. Created internal employee recognition programs conducive to increasing
productivity and moral.
Onyx Acceptance Corp. - Foothill Ranch, CA
Mar 2001 - May 2005
General Manager / Asset Recovery Department
. Oversee the daily operations of four departments in the Asset Recovery
Division with 3 Managers as direct reports (Bankruptcy, Repossessions,
Deficiency and Civil Litigation/ Small Claims).
. Responsible for all aspects of servicing a 300 million plus charged
off portfolio..
. Review collections procedures, techniques and effectiveness.
. Authorize large dollar settlements.
. Analyze and recommend approval of portfolio sales of charged off
assets to third party debt buyers.
. Oversee the daily operations of over 1500 repossession assignments per
month and compliance of proper notification.
. Strategize remarketing sales and promotions as well as daily
operations with the department Manager.
. Responsible for all collections and repossession efforts in Mexico
. Coordinated all employee development assessments as well as
implemented training recommendations.
Achievements
. Responsible for the implementation of a step by step skip -tracing
training manual with updated multi-state regulations.
. Assisted in increasing Credit Sales over projected goals.
. Re-allocated, restructured and reduced staffing, resulting in a
savings of over 1M in staff expenses for the Company.
. Renegotiated national vendor agreements resulting in 1.75 million
dollar savings in repossession and skip tracing fees.
. Reduced over all full balance charge offs from 3.5 million per month
to 725k over the last 10 months.
. Implemented performance driven incentives resulting in 30k monthly
savings in bonuses while increasing productivity by 100 percent.
. Assisted the Remarketing area in achieving retention averages over 76
percent of book through strategic planning.
. Assisted the Remarketing in achieving a 3 million dollar savings plan
over one year by eliminating vendor outsourcing.
WFS Financial
Regional Collection Center Manager / Vice President - Phoenix AZ,
July 1997 - Mar 2001
. Manage and oversee a collection center with 43 employees with a non-
prime portfolio in excess of 400 million dollars.
. Responsible for maintaining delinquency and charge offs according to
company goals.
. Oversee daily operations including planning and structuring based on
forecast and seasonal trends.
. Implement 60 day+ loss mitigation planning
. Review, develop and analyze current and historical management
information covering delinquency, loss and recovery so resources can
be applied to improve results or reverse unfavorable trends.
. Hiring, Terminations, employee evaluation and employee successive
planning.
. Responsible for the remarketing of over 100 units per month
. Responsible for Company collections and repossession efforts in
Mexico.
Achievements
. Achieved the lowest charge off in the company in May 2000 (0.95).
. Reduced delinquency from 4.40% to 2.5% in 90 days.
. Implemented Spanish procedures for recoveries in Mexico
. Only branch in Company to achieve charge off goal for 23 consecutive
months. .
. Only Manager to achieve Credit Sales goal during tenure.
. Reduced charge off losses from 4.8 to 1.8 averages over a 25 month
period.
. Received recognition for lowest attrition branch in the company.
Previous Experience and Skills
. Implementing Training procedures in Collections and Customer Service
. Quality Assurance monitoring for compliance in company policy as well
as regulatory (FDCPA, FTC)
. Monitoring staff performance according to established standards
. Experienced in handling escalated and critical issues within
operations at a Senior Management level.
. Expert in translating documents and creating procedural manuals from
English to Spanish and vice'versa
Education
National University, San Diego
Southwestern College Chula Vista, CA
UABC, Tijuana, Mexico
416 W San Ysidro Blvd # L829
San Ysidro CA 92173
abmqtp@r.postjobfree.com