Customer Service Representative

DWIGHT A. MCDANIEL

***** ***** ***** *** • Corona, California 92880 • ***********@****.*** • 951-***-****

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OBJECTIVE: Long-term employment with a company that offers a challenging and rewarding career with advancement

opportunities and compensation.

EXPERIENCE: Long Beach Acceptance Corp – Orange, CA

Senior Credit Analyst 2005 - 2008

• Prepared dealer credit reviews and made recommendations for actions to be taken.

• Analyzed information received from credit applications and credit reporting agencies to make

prudent credit decisions.

• Negotiated terms and conditions of loan decisions with dealers within established approval/

exception guidelines, leveraging risk versus reward, to ensure credit quality and profitability.

• Conducted customer interviews and investigations on non-prime credit applications to gather and

document information pertaining to making credit decisions.

• Monitored dealer productivity and called dealers for approvals and follow-up on pending contracts

to increase capture ratios.

Toyota Motor Credit Corporation - Anaheim, CA

Credit Analyst 1999-2005

• Responsible for approving, conditioning or rejecting retail and lease credit offerings.

• Established dealer relationships by building rapport through telephone and field calls.

• Teamed with the collection department to resolve first and second payment defaults.

• Actively participated in regularly scheduled staff meetings to communicate/share trends,

Policy & Procedure, goals updates, and other pertinent information with associates and managers.

Team Leader 1996-1999

• Supervised Customer Account Representatives and assisted in training of collection staff on

collection remedies and techniques.

• Monitored all pre and post repossession activities to insure compliance with all state and federal

laws and TMCC procedures.

• Prepared, maintained, and reviewed branch collection reports as required, and took appropriate

action to reverse adverse trends.

• Monitored bankrupt accounts to insure the interests of TMCC were protected.

Customer Account Representative 1993-1996

• Oversaw all Customer Account activity inside + field collections, repossessions, correspondence,

asset disposal, and personnel training.

• Made Judgments on repossessions; requested DMV Logans, ran bureaus, contacted creditors,

requested a copy of the last payment received, and filed skip sheets.

Assistant Customer Account Representative 1992-1993

• Resolved delinquency problems on assigned 11-29 day accounts by phone before accounts

became 30 days delinquent.

• Utilized available collection tools, i.e.: due date changes, extensions, in the best interest of

TMCC and the customer.

• Maintained accounts with updated address, telephone and employment information as received.

• Responded to written customer requests for information in a quick and professional manner.

• Handled customer service calls accordingly and return messages promptly.

• Assisted Customer Account Representative as needed in processing and disposing of

repossessions on a timely basis with minimum losses.

HARDWARE: DEC VAX 11/750, Apple, Microcomputers, IBM 3151, Xerox Memorywriter (620)

SOFTWARE: COBOL, VP-Planner, MS-DOS, Data Base III, Word Perfect (5.0 & 5.2),

ACS/IDRS, Lotus Notes, AS400-Rumba, Windows 95, Microsoft Word, OSCAR, APPRO

EDUCATION: Norfolk State University, Norfolk, VA

B.S. General Business - Management Computer Information Systems

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