LAKEITHIA BRADLEY

Lancaster, TX *****

Cell: 214-***-****

ad4u13@r.postjobfree.com

SUMMARY

Results-driven management professional with over 15 years of experience in operations, project and vendor management, organizational development, and team building within diverse industries. Highly adept in planning, coordinating, and executing successful production strategies. Track record of improving operational stability, efficiency, and profitability.

SKILLS

Recruiting and hiring

Training, coaching, and development

Change management

Operations management

Call Center management

Collections / Accounts Receivable

Vendor management

Project management

MS Word, Office, Power Point, Excel

SAP / ERP / CRM

Variance and risk analysis

Payroll administration

EXPERIENCE

TOYOTA INDUSTRIES COMMERCIAL FINANCE

Coppell, TX

Operations Supervisor – Accounts Receivable / Commercial Collections May 2022 to Current

Responsible for leading 36 department staff, including partners at remote locations. Includes establishing job duties and position requirements, hiring, training/coaching, and monthly performance reviews.

Developed and implemented collection strategies to recoup outstanding debt; employing negotiation tactics to meet both customer and business needs.

Observed and analyzed Accounts Receivable and Accounts Payable processes to ensure maximum workflow and productivity for all Trucks, Hino, and equipment portfolios.

Overseeing the billing process for clients/customers, resolving billing errors, and maintaining accurate records of customer accounts.

Participates in financial and compliance meetings and provides suggestions to improve company’s financial processes.

Implemented a Customer Experience Champion Program, decreasing occurrences of customer complaints, increasing billing efficiencies and the Dealer/Customer Experience Satisfaction by 26% within 10 months.

Created and implemented a mail merger and call-blast strategy that immediately improved the weekly number of accounts touched and resolution of outstanding invoices. Ultimately increasing month-end success rates by 46%.

Maintains monthly aging analytical reporting, identifying trends with billing issues, customer disputes, and reconciliation of accounts for Sr. Management. Increasing success rates and decreasing delinquency month over month by over 30%.

Collaborate with internal teams, such as sales, customer service, and funding to gather relevant information, address customer inquiries, assess credit risks, and resolve payment discrepancies.

Supervisor – Titles / Transfer of Equity / Repossession Vendor August 2020 to May 2022

Responsible for recruiting, hiring, terminations, coaching, performance reviews, and role delegation of department staff.

Coordinated with dealerships, vendors and DMVs to aid with registration renewals and lien placement of Hino Trucks and OTR equipment.

Oversaw the end-of-lease purchase process, UCC Closing, and title release process.

Performed tactical requirements for on-boarding/off-boarding of associates and third parties.

Conducted monthly quality and compliance audits of third-party vendors and provided coaching/feedback in deficient areas.

Maintained the billing process for clients/vendors, including the creation of invoices and associated support.

Developed process initiatives, the subsequent implementation and execution, and monitored results to ensure KPIs were maintained.

Assessed contractual and legal compliance related to vendors and auctioneers, minimizing findings during audit.

Developed a strategy that improved the end–of-loan experience for both customers and dealers in which the title release process SLA was improved from a 60-day turn-time to a 24-hour turn-time. Ensured state mandates and regulatory obligations met.

Created reporting and tracking capabilities for the Transfer of Equity process, making it more efficient and improving the turn-time from 18 weeks down to a 17-day SLA.

Maintained business relationships with DMVs and Dealer Business Partners across all states.

Maintained awareness of existing legislation, court decisions and emerging trends to monitor the company's compliance with state and federal legislation.

Created and implemented a Dealer Contact Progression strategy, increasing dealer satisfaction by 28% and improving title perfection rates by clearing over 353 missing titles.

FEDEX GROUND

Hutchins, TX

Operations Manager September 2019 to November 2020

Managed 6 supervisors and 90+ hourly staff and planned daily operational strategies and team workflows.

Identify and resolve operational problems utilizing identified resources, judgement, and expertise.

Coordinate and supervise daily operational strategies, delivery routing, team workflow, and customer fulfillment initiatives.

Responsible for building and delivering productivity plans in correlation to work forecasts.

Planned and organized the day-to-day operations cross departmentally within the distribution center.

Identified opportunities for improvement in KPIs and executed action plans to achieve results, resulting in record production numbers for the midnight shift across all southern regions.

Lead daily employee strategy meetings to reinforce workforce communications and regulations, minimizing safety incidents.

Ensured compliance with FXG policies, procedures and other training requirements related to quality assurance, SWAK, hazardous materials, and dock safety.

Assisted in refining procedures, defining best practices, and correcting reporting issues ahead of audit.

Owned the process for evaluating performance objectives and metrics to determine inbound or outbound productivity requirements to achieve customer satisfaction, accuracy, and quality expectations, increasing the sort’s productivity by 33% during peak season.

ESENE FINANCIAL

Dallas, TX

Executive Assistant May 2018 to Current (Seasonal)

Prioritize inquiries and requests while troubleshooting conflicts for internal and external commitments, boards, and meetings.

Develop process initiatives, the subsequent execution, and monitored results to ensure KPIs were exceeded.

Coordinate and arrange on- and off-site meetings, including but not limited to selecting the venue, contract negotiation, planning for food and beverage needs, and preparing slides and materials, including the agenda.

Coordinates all travel arrangements and maintained expense records to generate expense reports.

Oversee financial management of the office including AP / AR and payroll administration.

Manage financial documentations, expense reports, and invoices.

Assist with the creation of CEO employee and community-wide presentations.

Generated detailed and accurate billing statements for clients.

CAPITAL ONE AUTO FINANCE

Plano, TX

Operations Manager – Titles, Maintenance, and Correspondence March 2014 to May 2018

Responsible for guiding and coordinating the daily duties of 2 supervisors and 26 staff associates.

Achieved 86% success in automation of daily data reports, saving cost of 1.6 FTE.

Developed process initiatives, the subsequent execution, and monitored results to ensure KPIs were exceeded.

Title and Documentation Management: Manage the daily processing of vehicle titles, ensuring accuracy and compliance with company guidelines.

Coordinated with customers, dealerships, vendors, and DMVs to aid with vehicle registration renewals and lien placement.

Reinforced regulatory compliance, cutting litigation costs and improved corporate complaints from 36 to 4 findings annually.

Maintains awareness of existing legislation, court decisions and emerging trends in claims litigation to monitor the company's compliance with state and federal legislation.

Identified optimal streamline strategies through Six Sigma Lean, reducing operating cost by 32%.

Identified reporting automation opportunities, improving efficiency, accuracy, and decreased costs by 2.8 FTE.

Worked closely with IT and Legal in the successful integration of payments from manual checks to ACH with a vendor adoption rate of 92%.

Conducted monthly quality and compliance audits and provided coaching/feedback in deficient areas.

Planned daily operational strategies, delivery routing, team workflow, and customer fulfillment initiatives.

Assisted with forecasting and staff planning to ensure adequate service levels achieved.

Reviewed bills and compiled data into spreadsheets for analysis.

Created and delivered month-end presentations of performance results for Sr. Management.

Vendor Management – Customer Service August 2011 to March 2014

Managed the vendor’s day-to-day operations, call center, and DDS distribution center.

Primarily responsible for driving turnaround performance metrics that improved call center's KPI success margins by 30% for 26 consecutive months.

Oversaw third-party process changes that enabled a decrease in supplier FTE, a monthly cost saves of $29k.

Developed and executed a project plan that cut production time from 11 days to 4 days.

Assisted in negotiating a $3.6 MM contract that resulted in more than $480K annual savings.

Conducted investigations that included legal risk including regulatory compliance investigations.

Supported ongoing business operations and coordinated all activities between the vendor-supplier and internal departments.

Oversaw heavy vendor invoices, billing reconciliation, and communications regarding billing discrepancies.

Developed and maintained project outlines, schedules, duties, and responsibilities, and ensured project progression within budget.

Oversaw training and development of the vendor's distribution center and management staff.

Responsible for the upkeep and documented tracking of changes within the auto finance industry, collection laws, and regulations.

Performed daily compliance related functions and audits to monitor the supplier's quality and conformance to contractual obligations.

Represented and served as primary point of contact with the Vendor for performance issues, escalations, and resolution.

EDUCATION AND TRAINING

BACHELOR OF ARTS: PSYCHOLOGY / EDUCATION

Baylor University, Waco, TX

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