Manager Customer Service

SCOTT A. SMITH

*** ********** **** *****, *****, Ga. 31220

478-***-**** (Res.) • 678-***-**** (Cell) • ********@***.***

MANAGEMENT PROFILE

Business Development • Operational/Regional Management • Sales Leadership

Entrepreneurial manager with a notable record of career success in the automotive and commercial vehicle lending

industry. Visionary change agent adept at implementing strategic programs and solutions to drive revenue and growth

goals. Persuasive consensus builder with strong negotiation skills and a history of forging sustainable internal, dealer and

customer relationships. Motivational leader with a talent for developing high-performing teams. Core Competencies:

P&L Administration Commercial/Wholesale Lease Sales & Loan Origination

• • •

Credit Loss/Cost Control Corporate/Field Operations Dealer/Customer Service

• • •

Strategic Risk Analysis Collections & Liquidations Status Control/Liquidation

• • •

Audit/Compliance Portfolio Management Dealer Loan/Wholesale

• • •

PROFESSIONAL EXPERIENCE

FORD MOTOR CREDIT COMPANY (Subsidiary of Ford Motor Company) GA / MI / LA / PA / NY / TX

Leading global automotive finance company operating in 36 countries with 11,000 employees providing financial

services to 11 million individual and corporate customers.

Territory Sales Manager: Macon Territory – Macon, GA. (March 2006 – March 2009)

Direct operations, sales management and P&L for field location with $1.4 billion in receivables servicing Ford, Lincoln-

Mercury, and Trustmark brands (Volvo, Mazda, Jaguar, Land Rover). Administer retail/lease and wholesale products for

100 plus dealers with approximately $325 million in wholesale floorplanning. Analysis and approval authority for Dealer

loan (Capital, Revolving, Mortgage/Construction) and wholesale facilities. Receivable base maintenance and liquidation.

Key Achievements:

Chairman's Award Winner - 2006. (Top Profit, ROE, Satisfaction Indices)

Dealer Satisfaction Index (DSI) for 2006: 97

Ranked 1st - Mid-Southern Region (YTD '06) in ROE: 19.1% / LTR: .16% / Op cost ratio: 1.03%

Region leading Non-Fleet Market share for 2007 - 52.7%

Acquired largest Dealer wholesale floorplan in the Southeast for 2008: $14 million

Manager - Commercial Lending: Southeastern U.S. Atlanta, GA. (April 2000 - March 2006)

Direct operations, sales and P&L for six-state region with $1 billion in receivables servicing Ford franchise and

Trustmark dealers with a focus on 300+ Business-Preferred network dealers. Provide leadership for 87-member

management, sales and service team. Analyze credit data, assess risk and negotiate transactions up to $35+ million for

retail, Medium/Heavy duty Truck, Red Carpet/commercial/wholesale lease, wholesale floorplanning, daily rental, fleet

maintenance, and chassis/bailment pool finance products. Implement business development and cost control solutions for

dealer programs and propose multi-million-dollar packages to senior management.

Key Achievements:

Grew receivables from $812 million to $995 million while concurrently slashing credit losses from $8.25

million to $1.97 million and reducing portfolio delinquency 50% (from 3.68% to 1.75%) from 2003 to 2005.

Ranked #1 volume producer among eight regional commercial lending offices for five consecutive years.

Assumed responsibility for $100 million dealer lease portfolio; instituted pre-closure curtailment policy to cut losses

$1+ million, implemented processes to service end users and facilitated sale to affiliate with no increase in headcount.

Increased Dealer Satisfaction Index (DSI) from 67 to 99 and Employee Satisfaction Index from 68 to 85.

Earned three President’s/Chairman's Awards for top Profit, ROE, and Satisfaction Indices, and 2002

Breakthrough Sales award.

Business Development Manager / Regional Operations Manager / Business Team Leader – World Headquarters:

Dearborn, MI (1997-2000)

Key Achievements:

Launched Primus Commercial Services, Bering Financial Services and FMCC/Trane-American Standard vehicle

acquisition program as Business Development Manager based at FMCC World headquarters. Interfaced with

key stakeholders including Marketing, Legal, IT, and OEM’s.

Led support operations in Central Office for eight regional field offices and liaised among corporate senior

management as Regional Operations Manager.

Managed receivable system replacement from legacy system to Infolease. Project management/coordination

responsibilities with outside vendor – Decision Systems, Inc. and retained consultant – Price Waterhouse

Operations Manager - New Orleans, LA: Credit / Philadelphia, PA: Collections/Customer Service (1994-1997)

Key Achievements:

Increased monthly contract volume from 300 to 1,000+ within two years.

Achieved 100% Dealer Satisfaction Index rating in 1996 as Dealer Services Operations Manager – New Orleans

Additional developmental assignments with Ford Credit as Dealer Account Manager, Department Supervisor – Credit

and Collections, Credit Analyst, Auditor and Customer Service Representative.

EDUCATIONAL BACKGROUND

MS in Organizational Effectiveness/Dynamics UNIVERSITY OF PENNSYLVANIA – PHILADELPHIA, PA.

BA in Political Science BATES COLLEGE – LEWISTON, ME.

Six Sigma Green Belt • Advanced Selling Skills • Advanced Financial Statement Analysis: Ford Motor Credit Company

Contact this candidate