Customer Service Manager

SUMMARY

Extensive experience and outstanding skills in financial management and

business analysis, with emphasis on reporting, forecasting, and team

management.

PROFESSIONAL EXPERIENCE

Senior Business Analyst GMAC Financial Services, Auburn Hills, MI 2009 -

2010

. Developed and maintained department KnowledgeBase database, mapping

source-to-target data transfers. Created specific reporting

indicating number of projects, lines of business, data payloads and

data stores.

. Collected and documented detailed business requirements for data

projects related to Bank Holding Company (BHC), Auto Finance, and

Residential Mortgage projects. Followed System Development Life Cycle

methods and documentation.

. Applied extensive business knowledge to numerous project teams,

focusing on data sources, usage and transfer methods. Specialized in

Chrysler On-Boarding projects.

Asset-Backed Securities Loss Reporting Manager Chrysler Financial,

Farmington Hills, MI 2008 - 2009

. Generated tracking and forecasting of credit losses related to asset-

backed securities pools (both static and revolving) within the

consumer retail loan and lease portfolios.

. Worked closely with Credit Risk and Remarketing departments, ensuring

that my short-term forecasts were linked with long-term analysis and

pending auction volume workloads.

. Identified issues related to ABS Pool delinquency and credit loss

triggers, recommended and implemented actions to avoid hitting

triggers. Through forecasting, set future credit loss goals that

ensured loss ratio triggers were not exceeded.

. Successfully avoided further capital requirements

(overcollateralization) by mitigating high credit losses.

. Monitored and adjusted the flow of repossessed vehicle inventories

through auctions and enhanced deficiency recoveries through the use of

debt sales and post-charge-off repossessions.

. Supported the Business Intelligence team (below) as a manager and

consultant.

Business Intelligence Department Manager Chrysler Financial, Farmington

Hills, MI 2006 - 2008

. Administered reporting processes and personnel for all North American

collections, customer service and operational activities related to

loan and lease servicing for consumer and commercial vehicle

portfolios. Allocated and prioritized workload among headquarters and

field office reporting department personnel. Responsible for all

data and report integrity.

. Data Steward representing consumer and commercial portfolios, retail

collections and customer service activities, and bankruptcy and

deficiency collections. As part of Data Warehouse oversight

committee, approved and prioritized incoming database enhancement

requests. Worked with ITM to coordinate validation, testing and

communication of any data changes, including the impact of system

changes on reporting data. Converted all reports from MS Office

software to Cognos tools.

. Provided retail account delinquency and credit loss data to

executives, auditing, legal departments and outside agencies. Through

analysis, recommended strategy changes based on portfolio and workload

changes.

. Prepared due diligence presentations for rating agencies, investment

banking prospectuses and quarterly investment reviews.

. Participated in benchmarking studies with industry peers. Identified

and implemented best practices discovered.

. Prepared company Balanced Scorecard goals and tracked results at

global and individual levels.

. Developed and implemented training plans for 19 reporting developers

and numerous end-users.

. Created a centralized BI department by combining teams from 5 field

locations and headquarters, resulting in the elimination of 6 full-

time positions, while improving report quality and consistency.

Reporting Specialist, DaimlerChrysler Financial Services, Farmington Hills,

MI 2004 - 2006

. Prepared detailed data on retail delinquency and credit losses.

Ensured that all reports were timely and published on intranet

website.

. Liaison for field office report analysts. Facilitated and encouraged

communication of reporting numerous practices among various field

locations.

. Provided delinquency and loss data to executives and other departments

as required.

. Developed ad-hoc reports including historical trending and potential

impact studies.

. Involved in several strategic projects including international

collection studies. Developed data to track performance and enable

management to make informed decisions on collections, customer

service, and recoveries of deficiency balances.

. Delivered database query tool training to new employees.

. Created several system enhancement projects, ensuring that future

reporting needs were accurate and timely.

Business Analyst/Systems Administrator, DaimlerChrysler Financial Services,

Farmington Hills, MI 2000 - 2004

. Responsible for second-level user support and administration duties

for customer service and collections mainframe system (CASS) and its

interfaces with retail and lease accounting systems, behavioral

scoring, delinquency and loss reporting systems.

. Supported users at Chrysler Financial, Mercedes-Benz Credit and Truck

Finance in the U.S., Canada and Mexico.

. Analyzed, researched, tested, and implemented numerous system

enhancements, maintained system administration tables, ensured data

integrity and system functionality. Served as liaison between zone

collections and ITM personnel.

. Prioritized project list and directed ITM through system changes.

. Created reports allowing administrators to ensure daily system

integrity by auditing data.

. Developed and maintained system help text, manuals, procedures and

training materials.

. Contributed to several major automation and process improvement

initiatives.

Investment Analyst, Chrysler Benefit Funds Investments, Chrysler Tech

Center 1997 - 2000

. Investment Reporting Analyst for Chrysler U.S. benefit funds.

Prepared quarterly investment performance reports for executive

management fiduciary committee.

. Developed an automated and standardized reporting process which

improved appearance and readability while decreasing closing time.

. Reported on 401(k) employee saving plan performance. Recommended

several alternatives for availability of plan options. Reviewed HR

communications to employees regarding investment option changes.

. Calculated IRRs for private investments in pension funds, based on

cash flow projections. Negotiated terms for limited partnerships.

ADDITIONAL PROFESSIONAL EXPERIENCE

. Internal Help Desk Support Analyst, Chrysler Financial, Southfield, MI

1996 - 1997

. Management Trainee, Chrysler Financial, Louisville, KY 1995 - 1996

. Telephone Adjuster, Chrysler Credit, Auburn Hills, MI 1994 - 1995

. Field Representative, Chrysler Credit, Des Moines, Iowa 1993 - 1994

EDUCATION - MILITARY

. Oakland University, Auburn Hills, MI: MBA Management Information

Systems 2004

. Drake University, Des Moines, Iowa: B.S.B.A. Corporate

Finance/Insurance 1993

. United States Marine Corps 1986 - 1989

TECHNICAL TOOLS AND TRAINING

. Report development: Cognos development and publishing tools: version 7

and 8, including Impromptu, PowerPlay Transformer, Upfront; SQL, MS

Query

. Database platforms: DB2, Oracle, TeraData

. Financial analysis: Hyperion products, including Essbase

. Productivity: MS Access, MS Excel including pivot tables, MS Word,

. Web development: HTML, JavaScript, MS Front Page

. Programming languages: Java, Java Server Pages (JSP), Visual Basic,

VBA

. Office Collaboration: WebEx, MS SharePoint

. Skills training: Systems Development Lifecycle (SDLC), "Callan

College" for Fiduciary Investment Managers, Communispond Executive

Presentation Skills

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