Which best describes you?

Trainer

What company do you work for (or own)?

Cintas

What is your current position within your organization?

Internal Service Trainging Coordinator

What is your company website?

http://cintas.com

What is your Facebook page/URL?

http://Chrycler Financial

What is your LinkedIn page/URL?

http://Phone

How did you specifically hear about DealerELITE? If referred, who?

LinkedIn

Not everyone gets approved for DealerELITE. To maintain the integrity of DealerELITE, tell us what you will have to offer once a dealerELITE member?

Results-oriented operations manager with 20 years of experience in the financial services industry. Experienced leader with expertise in metrics, scheduling, workflow, and process redesign. Extremely knowledgeable about the credit and collections environment. Hands on experience managing teams as large as 100 on a national level.

Internal Service Training Coordinator (2009 to Present)
Responsible for the management of 50 Service and Sales Representatives, 4 Service Training Coordinators and fleet operations
• Took a startup location to 3rd in the Northeast region in net billings within 60 days.
• Led a team of 50 Service and Sales Representatives with 4 direct reports. Hired, trained, coached, mentored, and, when required, disciplined staff members. Developed strategies, both operational and motivational, to meet/exceed goals.
• Reduced the number of accounts that were zeroed out by 80%
• Improved AR percentage from 17.28% to 5.21% in 8 months.

Operations Manager (2008 to 2009)
Responsible for managing the business to business accounts receivable and customer service departments in the Delaware region.
• Improved location 60 and 90-day delinquency from 16th to 9th in the Northeast region in first 60 days.
• Lead a team of 10 with 1 direct report. Hired, trained, coached, and, when required, disciplined staff members.
• Developed procedure to reduce unapplied cash from 5.8% to 2% of total outstandings.
• Reduced bad debt from $132,000 to $108,000 in 60 days. This increased profit by $24,000.
• Developed critical call behaviors that improved the quality of collection calls. This reduced delinquency 3%.

DAIMLERCHRYSLER FINANCIAL/CHRYSLER FINANCIAL, Chalfont ,PA March 1988 to January 2008

Zone Collection Manager (2007- 2008)
Responsible for managing the collection of delinquent auto loan and lease accounts in the mid-West territory from individuals and company broker-dealers.
• Took Zone from 10th to 1st by reducing the number of accounts that are more than 30 days past due.
• Developed a scheduling strategy that matched overtime resources to delinquency needs and reduced Call Center delinquency rate from 2.38% to 1.89%. This moved the Center from 3rd to 2nd place in the company in this delinquency driver.
• Led a team of 24 with 3 direct reports. Hired, trained, coached, mentored, and, when required, disciplined staff members. Developed strategies, both operational and motivational, to meet/exceed goals.
• Implemented training for employees that helped improve collection skills

Customer Service Manager, Loss Prevention Department (2005 – 2007)
Responsible for managing a national team that found and remediated situations where clients had abandoned their payment schedules. Ensured best result for company, from reinstituting payment schedule to repossession and account charge off.
• Managed a national team of 100 repossession agents and a local department of 23 staff members with 3 direct reports. Provided all management oversight for local staff.
• Negotiated contracts and oversaw quality control for repossession agents.
• Implemented automated reporting of productivity metrics that reduced losses, improved productivity and team controls. Improved cure percentage from 55% to 64%. (This is the percent of accounts that are concluded by payment or repossession)
• Reduced company losses by $2 million from the prior year.
• Developed employee training for all local collection departments to assist employees in the identification and collection of delinquent accounts to prevent them from going into non-collectible/loss status.

Zone Collection Manager (2003 – 2005)
Responsible for managing the collection of delinquent auto loan and lease accounts in the mid-West territory from individuals and company broker-dealers.
• Increased agent productivity by designing and implementing call technology with the use of an automated dialer.
• Exceeded performance goals in all major categories of company delinquency, loss, and repossessions. Exceeded loss goal by 3 million dollars.
• Developed and implemented program to reduce insurance losses company wide. Program reduced insurance losses by $10 million company wide.
• Managed a team of 50, including 6 direct reports. Responsible for hiring, training, coaching, mentoring, and discipline.

Customer Service Manager, Resolution Center (2002 – 2003)
Charged with the establishment and first year implementation of a company Resolution Center, charged with handling escalated customer service issues from our outsourced vendor.
• Increased customer satisfaction by 7% as measured by JD Powers Survey
• Designed all workflow, procedures, and processes. Established metrics to monitor customer complaints and resolution.
• Restructured department to improve call response from 47% to 81%.
• Trained outside vendor Convergys on company processes.