Operations Management Professional eager to contribute expertise in Financial Analysis and Planning toward supporting a dynamic organization in optimizing bottom-line performance.

 

 

Considerable background in call center management within the financial services industry and proven success in risk management, regulatory compliance, audits, and project coordination. Stellar leader highly regarded for strengths in team-building and leadership.  Proactive change agent with outstanding talents in sales, marketing, staff management, process improvements, cost control, and budget administration. Excellent technical acumen including proficiency in Microsoft Office (Word, Excel, PowerPoint), Avaya and Aspect.

 

Selected Achievements:

 

• Proficiently empower assigned business center teams at Henderson location to consistently exceed annual operational profit & loss (P&L) targets.  

         Proactively instituted Six Sigma and process management methodologies across strategic business units to streamline operations and reduce costs.

         Selected by top management at Ford Motor Company as one of only 10 employees worldwide to participate in 2009 Menttium Program (corporate mentoring system).

         Trained, coached, motivated and led team to surpass territory objectives and generate more than 35% of automotive loan originations for Henderson Business Center.

         Led Anaheim team in effectively managing $3B in average net receivables while mitigating risk.

         Project-managed seamless integration of two Commercial Lending operations and Volvo operations into Orange County field branch.

         Championed efforts to collect $1M in past due charges for Primus Automotive brand dealer label.

         Successfully managed $1M San Bernardino dealership wholesale default to a zero loss result. 

 

 

Ford Motor Credit Company, various locations, 1986 to Present

Center Operations Manager C Loss Prevention    Henderson, NV      (2009 to Present)

         Spearhead call center operations comprised of 60 direct reports and six supervisors, and drive team to minimize credit losses while delivering best-in-class customer service.

         Steer strict Sarbanes-Oxley (SOX) compliance by ensuring alignment with industry-specific policies and procedures to prevent fraud.

         Establish, nurture and maintain strong relationships with internal and external customers including vendors in five countries spanning three continents.

 

Center Operations Manager C Loan Originations     Henderson, NV       (2007 to 2009)

• Directed high-performing team members in administering automotive loan originations for $5B portfolio.
• Adeptly managed and maintained complex dealer relationships while diligently monitoring liquidation trends and adjusting dealer level purchase policy as necessary.

 

Continued

 

 

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Professional Experience continued

 

Branch Operations Manager     Anaheim, CA     (2006 to 2007)

• Applied dynamic leadership talents toward training and managing 73 personnel within large credit field branch.  
• Achieved automotive financing targets for 125 Ford, Lincoln Mercury, Mazda, Volvo, Land Rover, and Austin Martin dealers.
• Ensured and enforced SOX compliance for automotive loan originations, contract discounting, dealer wholesale flooring, wholesale auditing, cashiering and commercial vehicle departments.

 

Branch Asset Manager       San Bernardino, CA       (2004 to 2006)

• Analyzed and approved annual automotive dealer credit file reviews for territory generating $2B in average net receivables.
• Expertly negotiated and closed automotive dealer mortgage loans, new construction loans, revolving lines of credit and generated automotive floor plan acquisition loans totaling $40M.

 

Branch Operations Manager     Honolulu, HI      (2002 to 2004)

• Strategically modified purchase policy to mitigate risk for automotive consumer loan originations, automotive dealer wholesale lines, contract discounting, cashiering, and loss prevention for 24 dealers.
• Planned, orchestrated and managed high-impact sales and marketing efforts to elevate brand awareness and increase market share.
• Mentored, coached, supervised and evaluated 30 direct reports, four supervisors and one field sales representative.

 

Dealer Service Supervisor        Ft. Myers, FL    (1993 to 2002)

• Promoted from roles as Customer Service Supervisor and Dealer Account Manager to steer daily business operations for automotive consumer loan origination department of 12.
• Demonstrated exemplary attention to compliance, productivity and cost control in monitoring consumer loan contract funding, automotive dealer wholesale process, dealer floor plan audits, and annual dealer credit file reviews.
• Navigated marketing efforts for Ford Credit plans and programs and maintained 25 cooperative dealer relationships worth $1B in net receivables.
• Consistently delivered share and volume objectives while enforcing SOX risk management controls.
• Created and implemented influential sales incentive programs and annual dealer marketing events to optimize overall performance.
• Initially hired as Customer Service Representative in Orlando, Florida from 1986 to 1993 and steadily progressed through multiple promotions based on performance, loyalty and accomplishments.

 

 

Bachelor of Science,  Business Administration C Barry University, Miami, FL, 2000

 

Associate Arts Degree, Business C Edison Community College, Ft. Myers, Florida, 1998

 

Six Sigma Green Belt Certified