Sales Customer Service
Resume:
TERRENCE M. JONES
Pomona, CA ****8
************@*****.***
SUMMARY
Senior executive with over twenty three years of diversified sales, customer service, and
operations management experience in positions of escalating responsibility with major
corporations. Strong leadership skills, lead-by-example management and motivational style,
effectively build and lead top producing leadership teams. Effective, innovative leader with the
ability to train, supervise and motivate staff. Excellent communication skills, able to
communicate equally well on a technical or non-technical level. Excellent analytical and
organizational skills. Possess the background, drive, and experience to make a powerful,
bottom-line impact.
PROFESSIONAL EXPERIENCE
BANK OF AMERICA, Brea, CA 2008-2009
Senior Vice President ATM Operations
• Responsible for the Remote ATMs.
• Maintain a 95% availability rate for over 9,000 machines.
• Strengthening the partnership with the consumer market banking executives across the
West Division.
• Managed cash deployment, ATM transportation and ATM inventory.
• Oversight of the customer complaints related to Failed Customer Interactions (FCI)
• Controlled the repair and replacement expenses to plan.
• Partner with the Sales and Marketing teams on remote ATM locations.
• Managed the hardware vendor dispatches for timely response and resolution.
• Managed a very diverse environment impacting multiple lines of business.
BANK OF AMERICA, Brea, CA 2001-2008
Senior Vice President of Consumer Loans, Collection Department Manager
• Recruited to provide leadership and direction to Consumer Collections department as
Vice President.
• Responsible for the end to end collections of the Bank owned consumer loan portfolio.
• Managed to a very successful 2004 22MM favorable on the full year loss plan was also
17% favorable on the expense full year plan.
• Successfully completed Six Sigma, Green Belt training and Green Belt Certified in
September 2004.
• Recognized for having the best bottom line results for the full year of 2004.
• Managed the national Early to Late Collections through use of manual dialing,
autodialing, virtual agent, primetime scheduling, and achieving optimum match of
management to staff skills sets to resolve specific delinquency and cycle needs.
• Develop, implement, manage and/or control specific plans, policies and programs to meet
planned and forecasted roll-rates using a test and control environment to determine best
methodology.
• Directly responsible for coaching, development, MIS analysis and application, portfolio
management, salary planning and administration and all aspects of working as a business
owner.
Terrence M. Jones Page 2
• Manage an operating budget of 1.8MM Ensure FTE and expenses are managed to plan
while meeting forecasted performance objectives.
• Monitor and review processes and procedures for workflow and end result improvements
develop and execute project plans for identified improvements.
• Directly responsible for profit and loss for a defined portfolio assignment with annual
delinquencies of $10-$13B and for charge-offs of over $300MM.
CHASE MANHATTAN BANK, San Diego, CA 1999-2001
Automotive Finance Corporation
Vice President, Credit and Collections Site Manager
Managed the Western Region Credit and Collections site, for all Auto Loans (loan and lease)
generated west of the Mississippi.
• Managed the early delinquency to less than 2% in a historically high delinquency quarter
by re-engineering the procedures in which accounts are worked.
• Managed multiple sites and over 530 FTE
• Created a credit and collection process improvement team that reduced frauds and loan
loss by 6% in the first quarter of 2000.
• Managed a collection and recovery staff that ensured loan plans were met or exceeded.
Accurately forecasted monthly repossessions, straight charge-offs, and recoveries to
executive staff. Developed and implemented action plans that address negative
variances.
• Forecasted the annual operation budget for the regional office with full P&L
responsibility. Managed monthly and annual expenses under plan.
• Co-managed the region with the regional executive, including decision-making on all
site-related issues (facilities, risk management, contingency planning and
implementation, diversity initiatives, and training).
• Developed an internal focus group that helped maintain a high level of productivity.
• Managed the improvement of the overall operation, and customer satisfaction by
redefining the service levels and putting emphasis on new procedures.
• Initiated the restructuring and development of formal collection procedures that increased
productivity and maintained a high level of service to customer.
CHEKPROTEKT, INC., Seattle, WA 1997-1999
Vice President of Sales and Operations
Recruited to develop and manage national business development operations and sales, marketing
and technical support strategies for a firm specializing in check verification and credit card
collection services utilizing proprietary software/hardware applications.
• Managed sales, marketing, and customer service strategies as well as operations resulting
in growth from $7.2 million to $10 million in a two-year period.
• Effectively positioned company for national expansion, successfully penetrating 3 new
markets in 37 states and growing client base from 3300 to 4534+ corporate and
independent customers.
• Integrally involved in development and enhancement of new check verification software
and hardware products, which increased revenues by 23% in major market.
Terrence M. Jones Page 3
SYSCO FOOD SERVICES, Seattle, WA 1994-1997
Regional Operations Manager
Solely responsible and accountable for providing Leadership and direction to a region and a team
of managers. Responsible for P&L, sales strategy that produced $160 million in sales revenue
encompassing government contract, multi-unit organizations and corporate accounts.
• Achieved 3 to 7% consistent sales growth in a highly competitive market
• Improved customer retention
• Managed the distribution and transportation center
• Performance and Process leader for the Seattle office in 1995 improved operational
efficiencies
• Responsible for hiring and training staff for the distribution center
• Responsible for client retention and customer service
District Sales Manager
Directed and coordinated selling strategies for a team of 18 sales associates, building sales to $11
million. Created highly effective sales and marketing strategies, which efficiently managed end-
to-end major account sales and penetrated new and existing markets/accounts.
• Increased annual revenues from $7 million to $16 million within one year by adding 8
new sales associates and creating regional promotion.
• Developed, supported and implemented sales administration programs essential to
achieving territory goals and supporting significant growth.
• Created a positive work environment by communication, empowerment and leadership
GE CAPITAL MORTGAGE SERVICES, Houston, TX 1985-1994
Mortgage Servicing Division
Regional Mortgage Collections and Foreclosure Manager
Directed the Servicing Operations with over 472 employees supporting $39.5 billion in assets
under management within the South/Central United States. Full profit/loss accountability, daily
operations management, and business development accountability.
• Reduced monthly delinquency to an all-time low (from 5.9% to 1.7%) by streamlining
procedures and introducing autodialer capabilities.
• Managed both the Collections and Foreclosure departments and had year of year
improved performances.
• Championed and managed integration of advanced imaging technology resulting in the
company going completely paperless.
EDUCATION
Business Administration Program, Washington State University
Associate of Arts Degree, Wenatchee Valley College
Green Belt Certified September 2004
Ongoing professional development through various management studies,
Seminars and workshops
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