Customer Service Manager
Resume:
Kenneth Parker
**** ********* ****** *******, ***** 77040
***************@***.***
Profile Summary
Experienced professional with a successful career in the financial
industry, business development, sales management, credit, collections,
underwriting, and administration * Excel at interfacing with others at all
levels to ensure organizational goals are attained *Proactive approach has
resulted in capturing numerous accounts and expanding client base * Possess
excellent interpersonal, analytical, and organizational skills * Excel
within highly competitive environments where leadership skills are the keys
to success * An effective manager with skills necessary to direct, train,
and motivate staff to its fullest potential * Confident decision maker *
Computer skills include Excel, Windows, Microsoft Word, Microsoft Office,
Reynolds & Reynolds, SAP, GET PAID, AS400, BCPC, Autostar, and PowerPoint.
Employment
Creditco/UVSC, LLC March 2013-
Present
Executive Vice President/GM
. Directs, manages and oversees overall operations, determines performance
objectives and defines tools to measure progress and ensures consistent
achievement of business objectives and minimize company losses.
. Responsible for the management, operation and oversight of the Consumer
Lending, Collections Department.
. Responsible for all aspect of 5 BHPH dealership locations from, P&L,
volume, inventory, budget recruiting, staffing, training, service,
advertising, and underwriting.
. Developed the underwriting guidelines and criteria using market trends
and risk analysis to ensure sound buying.
. Ensures the established collections goals and objectives are met and in
accordance with establish policies, procedures, regulatory and legal
requirements.
. Developed and implemented a centralized loan environment resulting in
quicker loan decisions while reducing loan exceptions.
. Conducted an aggressive cross-functional training to enhance performances
and accountability.
. Established work measurements standards for underwriters, collections,
and sales force.
. Developed the policy and procedures for each department.
. Responsible for audits and compliance for each department.
. Responsible for pay plan structure and goals for all departments.
. Responsible for coaching, developing, and mentoring of all direct reports
in line with corporate objectives.
Highlights:
. Effectively cut finance losses 65% by improving underwriting
guidelines, staff development, and collection procedures.
. Generated $400,000 in additional backend annual revenue by
discovering/enacting new income sources.
. Increased portfolio 30% annually by enhancing indirect lending
products.
. Restructured bloated organizational structure, streamlining
administrative staff by 30%.
Nicholas Financial March
2008-August 2011
Sr. Branch Manager
. Responsible for the management of a multi-million dollar subprime and non-
prime portfolio.
. Responsible for branch operations with a strong focus on collections,
account management, and underwriting sound deals.
. Proficiency in all phases of office administration,
training/supervising/disciplining staff, communicating with staff/upper
management.
. Responsible for marketing NFI programs by making effective one-on-one
sales calls on new and existing dealers, acquire new dealer agreements,
generate application flow in an assigned area.
. Responsible for all aspects of collections, from timely distribution of
delinquent calls to skip tracing, small claims, repossessions, field
calls.
. Performed all aspects of the branch deposits, including posting mail and
counter payments, balancing the cash drawer and completing the deposit.
. Cross sell NFI products and services. Maintained compliance with
industry.
Highlights:
. Generated over $104,000 in revenue and fee income within 4-month
period.
. Maintained one of the lowest write-offs, and delinquency in the
company.
Serpentini Chevrolet
Finance Manager
July 2005 -January 2008
. Responsible for arranging financing for potential customers.
. Responsible for gathering pertinent documents in a timely matter to ship
to financial institutions.
. Build working relationships with banks.
. Consistently averaging $2300 per retail units of add-ons sold.
CNAC Finance
Branch Manager
November 2004-June 2005
. Responsible for the management of a 2 million dollar retail installment
portfolio.
. Directed daily operations for a retail finance company, including branch
sales, business development, customer service, and credit analysis.
. Analyzed financial information and pertinent documents to determine
creditworthiness of prospective customers.
. Responsible for collection, skip tracing, risk retention, market
penetration.
AllianceOne
Collection Manager
May 2003-September 2003
. Responsible for the collection of 4-10 million retail contracts monthly.
. Trained, motivated, developed, and coordinated the activities of 18-25
employees.
. Responsible for daily and monthly goals and projections of client and
staff.
. Trained employees on skip-tracing techniques.
Parker Incorporated
Owner, Tucson, Arizona April
2002-December 2002
. Consulted with U.S. Kirby distributorships and car dealerships to
provide top-flight expertise in strategic business planning, product
development, inventory control, recruiting, and budgeting.
. Main focus was to do a business analysis on potential clients.
United Consumer Financial Services
Division Finance Manager May
1999-March 2002
. Responsible for the risk management and analysis of over 30 million
consumer lending portfolio.
. Evaluated creditworthiness and oversee the collection of over 20 million
dollars in installment loans.
. Meet annual operating goals in volume, delinquency, risk retention, and
market penetration.
. Assist with the preparation of annual operating plan and budget.
. Manage and supervise the credit, marketing, skip-tracing and collection
functions of cross-functional team. Train, motivate, and coordinate the
activities of 10-15 employees.
. Develop, market, and implement company programs to current and
prospective clients.
. Research and respond accordingly to industry trends.
. Traveled 30-40% of the time, which increased market penetration 43%..
Keybank AutoGroup (Closed department)
Commercial Credit Analyst, Cleveland, Ohio May 1997-
December 1998
. Provided indepth financial analysis indentifying all risks involved in
transactions, and provided creative structures to mitigate risks.
. Conducted indepth review of borrowers' financial statements and status by
spreading moderate to complex financial statements through the use of
financial software applications.
. Prepared detailed write-ups and risk assessments to include borrowers
financial strength, weakness, and loan structure
. Coordinated and prepared documents for loan committee approval.
TranSouth/Associates Financial (Company closed)
Sales Manager/Credit Analyst, Independence, Ohio September
1996-April1997
. Directed daily operations for branch, including, business development,
skip tracing collections, and credit analysis.
. Managed a sales staff of and 5 customer service representative.
. Analyzed financial statements and pertinent information to determine
creditworthiness of prospective clients.
. Negotiated and secured terms, pricing, conditions, and legal
documentation's for bulk purchase.
. Generated 20% of business by spending 40% in the field.
. Collected 60, 90, 120 days delinquent accounts.
National Auto Credit (Company closed)
Bulk Purchase Manager, Solon, Ohio
January 1995-August 1996
. Responsible for the overall development of bulk loan program, with
emphasis on building corporate receivables and revenues.
. Directed 5 person staff, including 15 area sales representatives that
reported indirectly.
. Implemented a successful Bulk Paper program to insure the long -term
profitability of the gross receivables, which in return increased
business 35%.
. Coordinated and monitored sales efforts, insuring calls were handled
timely and aggressively, with a professional sales approach.
. Managed $75,000,000 million installment loan portfolio, including
collection management, and volume increase.
. Developed strategic and profitable programs in sales support, sales
development, market planning, and market research.
. Received National Auto Credit Chairman Award for Excellence.
Assistant Credit Manager
. Streamlined daily procedures and improved efficiency through
implementation of computerized credit system.
. Analyzed financial statements to calculate credit strategies for floor
plan credit line.
. Research chargebacks and process accordingly.
. Coordinated documentation for Letters of Credit.
. Saved company over $250,000 by strategically holding off advancements to
major dealers with inadequate credit history.
. Instrumental in the implementation of monthly credit reports of each
account being forwarded to sales force; enabled comprehension of
account's creditworthiness and future sales tactics.
. Approved 80-90 dealerships per month by using financial analysis of
statements and using tools such as D&B, TRW, and credit reports.
Beneficial Financial Corporation
Branch Assistant Manager, Akron, Ohio January 1994-January 1995
. Responsible for increasing product market in a territory strongly
entrenched in competitor line.
. Cross-sell banking service and products to clientele.
. Solicited dealers for financing source, which increased branch revenue by
18%.
. Proven collection abilities with strong background in skip tracing-
thorough knowledge of acceptable and legal collection practices-collected
accounts that were 60, 90 and 120 days past due.
. Determine creditworthiness for sales contracts, personal loans,
mortgages, and automobiles.
. Supervised 5 Customer Service Representatives.
. Recruited on campus for management training candidates.
Educational Background
Kent State University
Bachelor of Arts in Political Science (1993)
Minor in Business Management
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