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Customer Service Manager

Location:
Cheltenham, Pennsylvania, 19012, United States
Posted:
October 28, 2016

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Resume:

Braheam L. Brown

**** ****** ** ********** ** ***12

Phone: 267-***-**** E -mail: B acw953@r.postjobfree.com Finance

Energetic, people oriented individual with experience working effectively with customers of diverse backgrounds and cultures seeking a position with a well established company. Successful track record in fast-paced, high volume and constantly changing environment. Flexible, able to change directions quickly. Quick learner with outstanding written and oral communication skills. PROFESSIONAL EXPERIENCE

Ally Financial Service, WFH 2 013-Current

Credit Analyst/Underwriter

Responsibilities are to analyze, underwrite and service lease and loan relationships in a timely manner and according to business and Bank Standards. Responsible for evaluating and decisioning consumer offerings within Ally underwriting policies. Expected to develop and maintain a high level of customer service for their assigned territory. The territory assigned will require the management of a portfolio of dealers and also leverage the potential to further grow the business.

● Maximize portfolio revenue by practicing sound underwriting judgment and risk management principles

● Ensure compliance with underwriting policies; elevate risk issues, and stay abreast of constant changes in policy and procedures

● Increased portfolio by 30% year over year all with maintaining current loss goal percentages.

● Re-established dealer relationships with dealer groups such as carfagno chevrolet increasing portfolio from 3-4 deals per month to 7-10 average deals per month.

● Managed prime and non-prime portfolios.

GM Financial/AmeriCredit, H orsham PA

Sr.Credit Analyst/team leader 2011-2013

Responsible for team scheduling, Analyze credit data to determine the degree of risk involved in extending credit. Make decisions to approve or deny the extension of credit within set credit authority established by senior management and state/federal laws.

● Develop sufficient dealer relationships that ensure volume objectives and credit quality.

● Capture automotive finance contracts that meet GM Financial profitability criteria for pricing and performance.

● Ensure compliance with applicable policies and procedures.

● Ensure branch office cooperation with other departments, to maximize efficiency within the company.

● Ensure all queues are worked to acceptable service levels.

● Conduct joint dealer calls with Dealer Relationship Manager (DRM) on an as needed basis.

● Establish and track monthly goals for assigned dealers.

● Ensure proper documentation is received on all deals.

● Provide training or assistance to lower level Credit Analysts Credit analyst ( 2011-2012)

Responsible for researching and analyzing credit risks, assessing credit history and approving or denying extension of credit to potential customers.

● Analyze credit data to determine the degree of risk involved in extending credit. Make decisions to approve or deny the extension of credit within set credit authority established by senior management and state/federal laws.

● Develop sufficient dealer relationships that ensure volume objectives and credit quality.

● Capture automotive finance contracts that meet GM Financial profitability criteria for pricing and performance.

● Ensure compliance with applicable policies and procedures.

● Ensure all queues are worked to acceptable service levels.

● Conduct joint dealer calls with Dealer Relationship Manager (DRM) on an as needed basis.

● Perform outbound telemarketing calls to the dealer customer.

● Establish and track monthly goals for assigned dealers.

● Ensure proper documentation is received on all deals Wells Fargo/Wachovia Bank, C hester PA 2009-2011

Collections Manager (Overdraft Collections and Recovery) Responsible for interviewing and hiring new employees. Side by side coaching of team members for performance and quality improvements. Perform team members audits of accounts weekly. Implementation of new processes and procedures to support the recent merger. Committee chair for the department green living initiative and diversity committee

● Responsible for writing and delivering monthly reviews and bi yearly reviews.

● Responsible for daily departmental statistics.

● Mentored team members to move into supervisory positions and other areas of the company.

● Assisted creation of a new collections site for the overdraft collections and recovery department. Chrysler Financial, Chalfont PA 2000-2009

Team Leader/Supervisor (Resolutions) (2009-2009)

Responsible for planning and devises work schedules according to workloads. Observe and evaluates agents performance for coaching purposes. Audits agents work for accuracy. Make recommendations to management concerning staffing and improvement of procedures.

● Optimized agent's’ performance by coaching and weekly goal setting.

● Responsible for writing and delivering monthly, quarterly and yearly reviews.

● Responsible for forecasting of workload, creation of weekly productivity reports and analyzing of previous day statistics.

● Appropriately staffing teams to meet workload demands.

● Responsible to oversee the Customer Complaint process and Website support teams. Team Leader/Supervisor (Collections) (2008-2009)

Responsible for personal development for newly hired collections agents. Identify opportunities for business development. Conduct interviews for potential new employees. Hold daily meetings; discussing daily goals and review issues. Perform auditing and quality checks.

● Recognized for team exceeding all production and quality goals.

● Innovating processes to better prepare agents for high risk collections.

● Developed reports for tracking agent’s development and identify coaching opportunities.

● Created new hire training modules.

● Analyzed all department, center and national delinquency reports. Executive Referral Manager (2006-2008)

Responsible for resolving executive level complaints. Liaisons between departments to ensure problems are resolved. Monthly trending reports issued directly to executives.

● Responsible for generating trending reports along with cost analysis in relation to high level clientele.

● Responsible for balancing the customer satisfaction budget.

● Recognized for effective relationship building between internal and external customers.

● Monthly reports generated to be issued to upper level management and executives. Correspondence Specialist (2005-2006)

Responsible for handling and resolving escalated and complaints from clients and dealerships. Resolving and responding to Attorney General’s complaints and subpoenas. Handling of all complaints for the company and are with in compliance. Developed relationships between Chrysler Financial and various vendors.

● Recognized for optimizing the customer complaint process and handling the process for the country.

● Recognized by management for exceptional production and innovative process improvement.

● Trained agents on resolution department processes and procedures.

● Producing legal documents in tandem with the office of general council.

● Handled complaints issued through the Attorney general's offices.

● Centralized Attorney general's process handling into one office. Resolution Specialist (2004-2005)

Responsible for handling and resolving escalated and complaint calls from clients and dealerships. Handles transport approvals for clients who travel overseas. Generated legal documents for lease and retail accounts.

● Exceeds productivity standards for number of calls handled and for customer satisfaction.

● Recognized by management for exceptional handling of customer calls.

● Research and respond website issues submitted via email. Customer Service Representative, High Risk (2001-2004) Customer Service Representative, Low Risk (2000-2001) Responsible for assisting customers, with overdue car leasing and purchase payment, in developing alternatives for becoming current with payment schedules.

● Selected by management to mentor and coach new hires to meet company standards.

● Responsible for month end meetings to inform of the departments delinquency.

● Consistently meets or exceeds all production and quality goals.

● Handles 100+ accounts, (retail, lease, Gold Key Plus accounts) on a regular basis, assisting clients to bring them to current status.

● Coordinate repossessions and voluntary surrenders.

● Processed and completed redemption of vehicles.

● Organized collection center food drive.

EDUCATION

Bachelor's Degree, Business Administration, 2004

Gwynedd Mercy University, Gwynedd Valley PA



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