Brian Nickell Email & Phone Number

Alpharetta, Georgia

· Lead supervisory team and 18+ credit and funding representatives· Responsible for mitigating risk and increasing outstanding accounts for the National Motorcycle and Powersports Service Center which covers 50 states and over 1,000 motorcycle, marine and power equipment dealerships· Deliver performance management and coaching to create a consistent purchase policy while meeting risk and penetration objectives· Spearhead key strategic initiatives to improve dealership satisfaction and overall profitabilityKey Contributions:• Developed and launched Sunday business hours resulting in increased loan originations and dealership satisfaction• Boosted productivity 10% by cross-training credit buyers in loan processing• Enhanced holiday service hours leading to increased satisfaction in the annual dealership survey

Alpharetta, Georgia

· Led supervisory team and 40+ customer account representatives· Ensured federal and state compliance regulations including TCPA and FDCPA· Established several strategic initiatives resulting in reduced credit losses and delinquency· Delivered performance management, regular call coaching and counseling creating continuous improvement among associates · Coordinated vendor relationships with recovery agencies, remarketing agencies and contingent agenciesKey Contributions:• Analyzed call data to identify auto-dialer opportunities on accounts approaching 30 days past due resulting in increased customer contacts• Formalized a process to identify high potential losses early in the loan cycle resulting in a 9% reduction in full balance charge offs

Greater Los Angeles Area

· Responsible for supervising eight credit analysts covering 131 Honda and Acura Dealerships· Ensured department is in compliance with Federal, State, HNA, and purchase policy guidelines· Coached and mentored associates for progressive leadership roles · Developed positive working relationships with customers to meet profitability, risk and penetration objectives· Conducted weekly and monthly group and one-on-one sessions to review performance metrics and develop improvement plansKey Contributions:• Successfully supervised American Honda Finance Corporation’s largest automotive regional office• Achieved high NADA dealership survey results for relationship with credit staff scoring 9.3 of 10• Achieved high NADA dealership survey results for regional office support scoring 9.4 of 10

Greater San Diego Area

· Developed, managed, and fostered key relationships with 20 Honda and Acura dealerships to promote Honda products and services· Trained dealership personnel on Honda branded Consumer Assurance Products and Lease programs· Generated new business by promoting Honda’s value versus the competition· Conducted in depth analysis of dealership’s financial portfolio performance, identifying key areas of improvement and providing recommendations to maximize profitabilityKey Contributions:• Consistently performed above the company in Overall Satisfaction (9.5) and Helpfulness of Field Representative (10.0) on the NADA survey• Awarded Dealer Relations Manager of the Year in 2014• Gained dealership commitment and implemented new insurance product line in Honda’s largest volume store in San Diego, California

Greater Los Angeles Area

· Supervised 20+ customer service phone representatives· Improved customer satisfaction by selecting, training, and coaching associates· Conducted call coaching sessions using call monitoring, side by side, and on the spot sessions· Reviewed productivity metrics for hold time, completion rate, and availability and coached associates to create continuous improvementKey Contributions:• Achieved regional customer satisfaction survey results scoring higher than the company average• Created a new staffing schedule increasing completion rate and decreasing hold time• Developed associate recognition program highlighting survey and call pattern success

Greater Los Angeles Area

Irving, Texas

Irving, Texas