Darron B. Ridgeway Pmp® Email & Phone Number

Atlanta, Georgia, United States

Atlanta, Georgia, United States

• Identify and initiated controls for key federal regulated processes through collaborative Process Failure Mode & Effect Analysis to include process flowcharts, improving Deceased process success rate.
• Developed system transition project requirements for key federal regulated processes to include task requirements, system control measures and reporting by interviewing process / product owners.
• Respond to incident / issues through identification, analyzing impact, review possible actions, taking action and monitoring in conjunction to maintaining strategic partner issue logs.
• Collaborate with Customer Solution Team and Legal Team in root cause analyses and ongoing management of litigation activities associated with Collection and Recovery actions.
• Act as liaison and point of issue escalation for internal partners as well as 2nd and 3rd line auditors. Responsibilities include ensuring information related to Customer complaints or audits for Collections and.

• Oversee production activity for assigned areas within the collections department.
• Ensure completion of all collections activities for 30-59 Unit Leads.
• Assure collection goals are met and managed in a manner consistent with Hyundai Capital America Business practices.
• Execute collections Management Operating System and monthly coaching/development of the call model.
• Significant contributor to Continental United States strategy implementation to manual account treatment in Collections department by presenting to senior leadership in collections time line, authoring agent training.

• Supervise and motivate 11-13 full time associates to manage and collect on accounts that are 60 to 89 days past due, representing over $3.7M in delinquent revenue.
• CBS certified to train and develop associates to effectively work retail and lease accounts. Execute strategies to manage delinquencies and drive associate engagement. Analyze various reports to watch for trends in.
• Monitored call-center collection representatives to ensure representatives strictly adhered to all policies, processes, and procedural requirements.
• Managed repossession of vehicles for team via manual review / approval process.

• Supervise and motivate 15 -17 full time associates via automated dialer to manage and collect on accounts that are 30 to 59 days past due, representing over $5.7M in delinquent revenue.
• CBS certified to train and develop associates to effectively work retail and lease accounts. Execute strategies to manage delinquencies and drive associate engagement.
• Analyze various reports to observe for trends in team performance.

• Developed, facilitated, and acted as subject matter expert for military customer base implementation project of Service Members Civil Relief Act (SCRA) at company outreach events.
• Provided stakeholder status and risk identification by using appropriate tools & techniques.
• Coordinated and facilitated delivery of project objectives by managing project team to meet milestones, quality, and work segments; ensured no deviations from project requirements.
• Orchestrated project by influencing the factors that cause change; informed stakeholders of the results of change and updated project documents.

• Served as post-event operations segment leader, managing all aspects of post-event back office customer loan processing nationally.
• Acted as post event quality assurance / quality control team leader managing associates to perform the following functions: Accuracy of documentation process, adherence to Home Mortgage Disclosure Act and the Real.
• Ensured adherence to all company guidelines by implementing projects; evaluated operational policies and procedures; suggested enhancements if required.
• Reviewed performance metrics for various business units; determined levels of acceptability.
• Maintained knowledge on all policies and procedures of processes by analyzing procedures; recommended changes if required to improve working of processes.
• Created reports that appropriately highlighted critical to quality metrics to indicate process performance.

• Served as support leader in the development of the Emergency Homeowner Loan Assistance Program (EHLP), a HUD-sponsored home loan modification program project to production.
• Managed virtual project team dynamics to ensure effective team member synergies and to resolve issues through effective conflict resolution.
• Performed actions such as analyzing performance data, reporting, determine corrective or preventative action, documenting all appropriate information throughout project life cycle, and monitoring milestone achievement.

• Implemented value proposition strategy in assigned call centers to successfully cross sell mortgage products to customers based on potential profitability.
• Grew market by directing Card Services business regions in cross-selling efforts; realized 546k opportunities (compared to goal of 474k).
• Increased market share by directing South Florida, Community South, and Southeast regions in revenue generation; realized $460M (compared to goal of $288M).
• Successfully planned and implemented training plan to cross train approximately 4k associates in Direct to Consumer (D2C) telephone and face-to-face sales; used value propositions to introduce products; recognized body.

• Directed sales team consisting up to 25 loan officers in cross-selling efforts to meet and exceed sales plan; realized $225k in revenue (compared to goal of $150k).
• Ensured correct processes for LMS project and adherence to organizational policies, standards, and processes to produce product deliverables.

• Demonstrated effective prioritization, project management, vendor management, and negotiation skills while managing household finance and countrywide relationships.
• Maintained contractual relationship with vendors to drive success and goal achievements.
• Liaised the following company operating areas; Compliance, Reporting, Sales, Underwriting, Customer Satisfaction, and Operations / Funding.
• Monitored the vendor process; developed/secured reporting to ensure compliance; tracked progress in compliance-related disciplines.
• Leveraged cross-functional teams to drive performance; researched and implemented process improvements to drive revenue performance.
• Implemented partner strategy to improve short term objectives, driving gross revenue and average compensation per loan.

Newark, Delaware, United States

My career started as a collections account manager. I was successful in navigating the collections arena, for which after achieving collection goals month over month, through all levels of back end collections, including business card, unsecured consumer loans and U.S Credit card. During my time in collections, I created strategies to address delinquency.

Master, International Business Administration

Master of Science Thesis : Qualitative Meta Analysis : Impact of Performance Appraisal on Productivity

Bs, Marketing

Activities and Societies: Groove Phi Groove Social Fellowship Inc.