Duane Stice Email & Phone Number

Lewisville, Texas, United States

Grapevine, Texas

Meet and exceed F&I income expectations of $1600 - $2300 per copy. Warranty Sales Production consistently between 70% - 85% penetration per copy. Work directly with employees and customers to develop relationships and help bridge disconnects in the sales process. Train new F&I Managers on BHA Presentation, warranties and insurance products, as well as systems and procedures for submtting and funding deals. Train sales associates and assist them with customer interactions on the sales floor. Build rapport with customers to create a base of referrals to establish a strong customer network. Sell finance and insurance products to customers. Produce and submit accurate paperwork for title and secure funding from finance sources in a timely manner. Maintain F&I income at and above acceptable levels. Adhere to the MPP Package Sell presentation. Adhere to all local and national regulations and work with sales management and finance director to ensure maximum profit. Educate customers on the importance of viewpoint surveys. Maintain the highest ethical standards serving as a manager who is committed to a high customer satisfaction index (CSI). Maintain Contracts In Transit (CIT’s) to a minimum. Set and track personal sales goals daily, weekly, monthly, and yearly. Work with local and national bankers, as well as manufacturer representatives. Bring my “A” game daily with a positive attitude!

Grapevine, Texas, United States

New and Used Auto Sales of 20 to 30 units per month on average. Consistently Top 5 sales associate. Greet customers in a friendly manner and listen to their requirements to match their vehicle needs with one currently in inventory. Accompany customers on test drives and demonstrate vehicle features and technology. Build rapport with customers to build a base of referrals to establish a customer network. Continuously develop product and sales knowledge. Monitor changes in inventory, vehicle option packages, and the latest technologies. Stay knowledgeable about our vehicles and services, the industry, and our market conditions. Learn to overcome objections and thrive within sales situations. Report directly to the Sales Manager regarding activities, objectives, and creative ideas. Complete all paperwork correctly. Close the deal and deliver the vehicle to the customer. Utilize dealership software and follow-up systems and procedures. Promoted to Finance and Insurance Manager in October 2018.

Plano, Texas

Manage, coach and develop a team of six Quality Specialists supporting the Mortgage Fulfillment Department, including Sales, Loan Operations and Underwriting. Oversee the administration, quality and reporting of 46 Quality tests and ensure adherence to company, agency and regulatory guidelines. Track daily activity and manage to the production and quality of the QA team. Track daily activity on specific behaviors and activity to identify and communicate opportunities for improvement and training updates. Assist with identifying root cause of defects and collaborate with business control analyst team to ensure manual or automated controls are implemented. Develop and update Standard Operating Procedures for each of the quality tests the QA team performs. Manage the frequency and duration of each QA and QC test. Validate and report monthly QA and QC results to the First Vice President of Business Controls for executive management presentation. Promote professional development by delegating challenging tasks to the QC staff. Manage the relationship and facilitate weekly and monthly conference calls with the offshore QA team of 16 quality agents.

Fort Worth, Texas

Manage, coach, and develop Quality Control staff and provide periodic reporting and updates on various daily processes within the QC department for a mortgage loan servicer. Assist management with special projects. Review and report on collection conversations, and adherence to various departmental processes and procedure. Determine training issues and concerns and submit those findings to management. Schedule quality control reviews and manage the productivity of the QC staff. Recording software administration and monthly QC reporting to supported lines of business. Observation of servicing and collection phone calls, correspondence and servicing system to ensure quality conversations, correspondence content and system requirements that comply with servicing regulations and company policies and procedures. Track quality control review activities, identifying potential problems and communicating to training and management timely. Promote professional development by delegating tasks to the QC staff. Oversee the company’s Monthly Reward and Recognition Program. Assist with managing the outsourced (Wipro) QC team reviewing the call quality of our overseas call center. Administer monthly calibration sessions with internal businesses and external vendor support groups.

Farmers Branch, Tx

Team Lead –Bank of America and PNC Bank. Managed teams of as many as 16 QC Analysts to review and deliver post-close compliance testing results on the Short Sale process on mortgage loans, including HAFA Non-GSE and GSE, FHA, VA and HELOC loans. Consistently achieved and exceeded the Testing Quality Score goal of 90% for the duration of the project, with multiple achievements of 100%. Promoted open lines of communication with my team of analysts, the client and their Subject Matter Experts to satisfy our client's regulatory needs. Collaborated with my team and the client to ensure accurate and quality testing results, and delivered the testing results ahead of client deadline expectations. Coached quality control analysts based on the feedback from the client and their changing needs to improve testing quality and efficiency. Reviewed systems, processes and procedures to identify process improvement and procedural gaps for their Loan Modification Remediation Program. Reported review results to management regarding the quality and accuracy of their agents’ case reviews on residential mortgage loans that needed correction.

Plano, Tx

Guaranty Bank was acquired by BBVA Compass in August 2009. I continued to manage the personnel, day-to-day operations and sales production in the banking center to maintain and increase profitability. Achieved the #1 Overall Banking Center ranking for my branch’s Peer Group in 2009. Coached, motivated and assisted my team in providing exceptional service and deepen the deposit, lending, and investment relationships with customers.

Plano, Tx

Managed the personnel, day-to-day operations and sales production in the banking center to maintain and increase profitability. Coached, motivated and assisted my team in providing exceptional service and deepen the deposit, lending, and investment relationships with customers. Guaranty Bank was acquired by BBVA Compass in August 2009.

Flower Mound, Tx

Prospected and created new client relationships, serviced existing customers and provided needs analysis to deepen their banking, lending and investment relationships. Gold Club Award Winner for 2003-2005 (Top 20% Combined Sales in North Texas & New Mexico Region) and Home Equity Lending Champion for 2005 in North Texas & New Mexico Region. Licensed to sell brokerage and insurance investment products: Mutual funds in IRAs, 529 plans, SEP-IRAs, and fixed / variable income insurance products.

Dallas/Fort Worth Area

Proactively contacted clients to perform portfolio reviews and make investment recommendations based on their objectives. Voted by Senior Management to be recognized with the President's Circle Award in 2001, Top 1% Service Trading Performer in the company. Made an average of 55 outbound calls per day to clients. Objective was to invest idle money or new money for clients into appropriate investments. Provided exceptional service to clients regarding their accounts. Placed accurate stock, mutual fund, bond, and options trades. Provided clients with up to date news on individual stocks and overall market conditions.