Bryce Freeman Email & Phone Number

Dallas-Fort Worth Metroplex

Dallas-Fort Worth Metroplex

Acted as Subject Matter Expert for major dealer service/originations projects, including Digital Sales Platform and Acura Digital RetailingDesigned and executed user acceptance test casesDeveloped direct report’s ability to create test cases and lead test cycleDocumented and monitored defects and requirementsCollaborated with peers and managers to identify, prioritize, and resolve issues reported by dealer service field teamsAssisted in evaluating and selecting potential… Show more Acted as Subject Matter Expert for major dealer service/originations projects, including Digital Sales Platform and Acura Digital RetailingDesigned and executed user acceptance test casesDeveloped direct report’s ability to create test cases and lead test cycleDocumented and monitored defects and requirementsCollaborated with peers and managers to identify, prioritize, and resolve issues reported by dealer service field teamsAssisted in evaluating and selecting potential vendors Show less

Managed a team of 7 credit buyers who handled over 100,000 credit applications from 170 Honda and Acura dealerships every yearExceeded penetration, risks, and service level targets, contributing to industry leading NADA survey scores - team ranked #1 in percent of increase in new and certified contract penetration and volumeDeveloped and implemented plan to assign individual credit buyers to sales districts, increasing service levels and contract penetration resultsFacilitated the… Show more Managed a team of 7 credit buyers who handled over 100,000 credit applications from 170 Honda and Acura dealerships every yearExceeded penetration, risks, and service level targets, contributing to industry leading NADA survey scores - team ranked #1 in percent of increase in new and certified contract penetration and volumeDeveloped and implemented plan to assign individual credit buyers to sales districts, increasing service levels and contract penetration resultsFacilitated the Reports Committee, demonstrating excellent leadership, communication, and teamwork skills while working with a broad audience and multiple levels of associates and managementLed at least 20 different initiatives designed to improve processes or enhance service levelsDeveloped 2 associates who were promoted to supervisor Show less

Charlotte, North Carolina, United States

Achieved the highest YOY increase in Vehicle Service Contract penetrationSurpassed district iContracting goalsImproved district results in Consumer Finance, HondaCare, and Driving Excellence, despite historical challengesPersuaded dealer audience by tailoring approach to VSC and iContracting and overcoming objectionsUtilized knowledge of the Dealer Scorecard and Dealer Action Plans to improve team communication, share best practices, and suggest system improvements to corporate… Show more Achieved the highest YOY increase in Vehicle Service Contract penetrationSurpassed district iContracting goalsImproved district results in Consumer Finance, HondaCare, and Driving Excellence, despite historical challengesPersuaded dealer audience by tailoring approach to VSC and iContracting and overcoming objectionsUtilized knowledge of the Dealer Scorecard and Dealer Action Plans to improve team communication, share best practices, and suggest system improvements to corporate training teamExcelled at problem-solving, researching, and finding solutions for dealers Show less

Charlotte, North Carolina, United States

Charlotte, North Carolina, United States

Managed team and process for funding over 100,000 contracts per yearExceeded funding productivity standard, maintaining a 24-hour Service Level AgreementCoached and mentored discounters, including one who became a team lead and credit buyerEstablished best practices and improved communication with funders and dealersServed as facilitator for NH Circle TeamAdapted leadership style to connect with funding staff and foster trust, accountability, and improvementExcelled at… Show more Managed team and process for funding over 100,000 contracts per yearExceeded funding productivity standard, maintaining a 24-hour Service Level AgreementCoached and mentored discounters, including one who became a team lead and credit buyerEstablished best practices and improved communication with funders and dealersServed as facilitator for NH Circle TeamAdapted leadership style to connect with funding staff and foster trust, accountability, and improvementExcelled at setting up communication channels, collecteing feedback, and creating performance assessments Show less

Charlotte, North Carolina, United States

Delivered industry leading NADA survey scoresIncreased district leasing penetration through targeted lease training sessionsDemonstrated excellent presenting skills to internal and external customers, including dealer GM/DP’s, dealer sales teams, and regional managementReceived positive feedback from dealer customers for establishing and maintaineing positive relationshipsBalanced driving business and minimizing potential losses in a high-risk districtCreated high levels of… Show more Delivered industry leading NADA survey scoresIncreased district leasing penetration through targeted lease training sessionsDemonstrated excellent presenting skills to internal and external customers, including dealer GM/DP’s, dealer sales teams, and regional managementReceived positive feedback from dealer customers for establishing and maintaineing positive relationshipsBalanced driving business and minimizing potential losses in a high-risk districtCreated high levels of trust and credibility by focusing on the needs and goals of the dealer customer Gained dealer operation knowledge, and became a consultative partner Show less

Charlotte, North Carolina, United States

Received praise from dealer partners regarding ability to understand different points of view Demonstrated excellent listening skills by using new information to quickly grasp complexities and leveraging the experience and opinions of others to develop new ideasTransformed associate feedback into team-building and morale-boosting initiativesInitiated quality and efficiency improvementsHighly active with regional activities outside of normal job role and motivated others to… Show more Received praise from dealer partners regarding ability to understand different points of view Demonstrated excellent listening skills by using new information to quickly grasp complexities and leveraging the experience and opinions of others to develop new ideasTransformed associate feedback into team-building and morale-boosting initiativesInitiated quality and efficiency improvementsHighly active with regional activities outside of normal job role and motivated others to participate Show less

Charlotte, North Carolina, United States

Created a dealer segmentation tool, utilizing input from managers and sales team.Developed and maintained a YTD associate KPI report Received praise from leadership team for creativity as a member of the Spirit Committee Exhibited a strong work ethic and a thorough approach, as well as a commitment to continuous improvement and best practices Demonstrated strong Excel and PowerPoint skills

Charlotte, North Carolina, United States

Achieved 3rd place in customer service performance metrics in 2012, up from last placeLed the CSI committee and implemented strategies to boost customer satisfaction, such as "Positively Outrageous Service" and recognition contestsFostered a culture of customer service excellence Bridged the gap between departmental strategy and daily operations through participation and leadership on: CSAT Committee, Customer Service Week, and numerous contests Maintained compliance for all… Show more Achieved 3rd place in customer service performance metrics in 2012, up from last placeLed the CSI committee and implemented strategies to boost customer satisfaction, such as "Positively Outrageous Service" and recognition contestsFostered a culture of customer service excellence Bridged the gap between departmental strategy and daily operations through participation and leadership on: CSAT Committee, Customer Service Week, and numerous contests Maintained compliance for all tasks despite high turnover and increased SLA compliance compared to previous yearReceived numerous peer recognitions for team's willingness to go above and beyond for customers Show less

Charlotte, North Carolina, United States

Supervised early, mid, late and recovery collection teamsAchieved top performance ratings and awards for early collection teamEstablished specialized repossession team Demonstrated excellent project management and delegation skillsResolved customer issues with professionalism and empathy

Dallas-Fort Worth Metroplex

Exceeded recovery target by $2M and boosted associate productivity by 15% in 2008Broke company record for charge-off recoveries in January 2008Recovered $76.5M in charged off debt in 2009, 3.8% increase YoYOvercame staffing and budget challenges and collected 109% of objective in 2010Established Vendor Relations Department to outsource location services, recovering over $20M annuallyDeveloped several associates who were promoted to team lead and supervisorProvided… Show more Exceeded recovery target by $2M and boosted associate productivity by 15% in 2008Broke company record for charge-off recoveries in January 2008Recovered $76.5M in charged off debt in 2009, 3.8% increase YoYOvercame staffing and budget challenges and collected 109% of objective in 2010Established Vendor Relations Department to outsource location services, recovering over $20M annuallyDeveloped several associates who were promoted to team lead and supervisorProvided consistent feedback and recognition to associates Led and completed process improvement projects Received positive feedback from associates and managers Show less

Dallas-Fort Worth Metroplex

Department exceeded collection targets by recovered 98% of all EOT billings.Assisted in re-writing EOT Policy and Procedures and submitted to corporate compliance office for full implementation. Completed of best practices/methods for NRC Support team – centralized several functions and created new processes and tracking tools.Led Cross Training committee that formed into NH Circle Team, involving. 6 different cost centers involved.“Thanks for your participation in the NH… Show more Department exceeded collection targets by recovered 98% of all EOT billings.Assisted in re-writing EOT Policy and Procedures and submitted to corporate compliance office for full implementation. Completed of best practices/methods for NRC Support team – centralized several functions and created new processes and tracking tools.Led Cross Training committee that formed into NH Circle Team, involving. 6 different cost centers involved.“Thanks for your participation in the NH Circle process. I got some very positive feedback from my friends who were judges.” AHFC Senior Manager NRC 2004“Congratulations on a great NH Circle presentation. I know you did a lot of work to make it happen. I was very impressed with both the content and the presentation skills.” AHFC Senior Manager NRC 2005“Thank you for your participation on the NH Circle. You guys were really good, and I was proud to be associated with your team. You took a tough topic, but we have already seen positive results from the cross-training program. It is nice to have a team that goes across the different departments and regions. You made it work. I know you put a lot into it, and I appreciate it.” AHFC Senior Manager NRC 2006“Bryce developed associate tracking processes for EOT/NRC support departments. This has led to increased production and was a major factor in the NRC File Maintenance Project being completed ahead of schedule.” - – AHFC NRC Assistant Manager (2006)“Bryce was instrumental in revising internal department audits to reflect new P&P and customer service standards. This was a very time-consuming project and fulfilled a dire need for sound, clear policies for the EOT Department.” – AHFC NRC Assistant Manager (2006)“Bryce fosters a positive work environment that has increased the determination of his staff to meet and/or exceed set plans.” – AHFC NRC Assistant Manager (2006) Show less

Dallas-Fort Worth Metroplex

Managed EOT balloon/LPP accounts, receiving praise for excellence in service and proactiveness in providing suggestions for improvements.Exceeded department goals. Selected as member of the NRC Mission Statement teamTracked associate phone call and credit card collection metrics and provided direction and support to low performing associatesProvided "outside-the-box" solutions, resulting in increased efficiency within the departmentParticipated on NH Circle TeamLed the… Show more Managed EOT balloon/LPP accounts, receiving praise for excellence in service and proactiveness in providing suggestions for improvements.Exceeded department goals. Selected as member of the NRC Mission Statement teamTracked associate phone call and credit card collection metrics and provided direction and support to low performing associatesProvided "outside-the-box" solutions, resulting in increased efficiency within the departmentParticipated on NH Circle TeamLed the EOT Efficiency Project, setting procedures and increasing efficiencies for the department Revised new hire training manual, schedule and checklist for EOT Recovery Received numerous compliment letters from customers for excellence service levels Show less

Bachelor Of Arts (B.A.), Sociology

Education record