Customer Service Management

PROFESSIONAL PROFILE

Business Results:

. Reengineered call center responsible for servicing $4.5 billion in

contracts; improved service levels from 59% to 87%

. Responsible for the creation and execution of a Business Continuity

Plan

. Independently negotiated contracts with several vendors including

LexisNexis and Avaya

. Experienced in multi-departmental auditing with focus on ISO/SOX

compliance

PROFESSIONAL EXPERIENCE

Navistar Financial Corporation

Schaumburg, IL

2008-Present Senior Retail Collector

. Manage customer relationships to ensure optimal performance of $68M

commercial vehicle portfolio

. Train members of operations team on various systems, processes, and

job functions

. Company-Wide Subject Matter Expert in collection, call center, and

training processes

Led Following Key Projects:

. Call Center upgrade: Implemented call center metrics and best

practices. Worked with vendor to customize telephone services to

meet specific needs of business. Created reports used to measure

data and performance. Continually monitor progress and present

findings and corrective action recommendations to management.

Trained 40 members of the operations staff. Created incentive

program for employees resulting in increased morale and improved

service levels.

. Business Continuity Planning: Lead a cross-functional team

responsible for creating a BCP and DRP for the regional finance

offices to ensure minimal disruption of business in the event of an

emergency.

. Skip Tracing: Proposed, procured, and implemented the Accurint skip

tracing system for the company. Negotiated terms of service and

financial contract with outside vendor. Trained 50 employees of

the collections, asset management, and lease operations staff on

usage of new system. Continue to function as SME and trainer.

. Transition Project: Analyzed unique processes of three separate

finance offices that were consolidated in one centralized location.

Developed uniform standards and best practices to increase

customer satisfaction and improve efficiency. Acted as

communications officer between employees and senior leadership.

Daimler Truck Financial Lisle, IL

2004-2008 Internal Auditor

. Conducted quarterly and yearly assessments of multiple internal

departments

. Minimized risk to company by ensuring ISO and SOX compliance

2008. Fleet Collections Analyst

. Analyzed financial performance of borrowers in consideration of

debt restructures

. Minimized losses and bad debt of $1.1B portfolio

. Established succession planning and new training procedures due to

relocation of operations

. Departmental leader for call quality and service level monitoring

2006-2007 Dealer Credit Administrator

. Monitored performance of dealers by conducting audits and

evaluating line of credit

. Prepared and reviewed legal documents for outside counsel

. Received a peer recognition award for Outstanding Internal

Customer Service

. Committee chair for the review of employee proposals (Bright Ideas!

Committee)

2004-2006 Account Representative

. Accountable for the collection of delinquent retail accounts within

a high risk, sub-prime portfolio

. Consistently ranked within the top 5 account representatives each

month

. Worked with outside skip sources, repossession agencies, and legal

counsel

The Peter Claver Center, a United Way agency

Joliet, IL

2002-2004 Bilingual Caseworker

. Networked and negotiated with local businesses to obtain donations

and funding

. Provided tutoring and mentoring to youth of Will County

. Redesigned external website in order to improve content, ease of

use, and availability to the public

SKILLS

. Microsoft Office Suite & SharePoint, Lotus Notes, Siebel Automotive,

PeopleSoft, Accurint, Moody's Financial Analyst

. Managed and implemented several process improvements for Operations

team and Call Center

. High Proficiency in Spanish

EDUCATION

Benedictine University

Lisle, IL

Bachelor of Business Administration in Management and Organizational

Behavior December 2009

Graduated Summa Cum Laude

GPA: 4.0/4.0

Honors & Affiliations:

Dean's List

Sigma Beta Delta: International Honor Society for Business, Management, and

Administration

Kappa Gamma Pi: National Catholic College Graduate Honor Society

EXTRACURRICULAR ACTIVITIES

Volunteer instructor for youth karate program at the Peter Claver Center, a

United Way agency

Certified Brown Belt in Sho-rei and Go-ju Karate

Member of WIMAA (Women In Martial Arts America)

References available upon request

Contact this candidate