Gail . Email & Phone Number

I am primarily responsible for the alignment of our overall Operations Division Strategy to our Hyundai Capital America corporate strategy and serve as a liaison to Hyundai Capital Services in Korea and various departments within HCA headquarters. I proactively collaborate and provide support to our Operations Division Vice Presidents and Department Strategy Directors to ensure achievement of our division's strategic goals and objectives. I am also responsible for the planning and execution of tasks in the Financial Management, Workforce Management, and Operations Agility team to provide additional insight, value, support, and analysis to help each department continually strive for optimum efficiency and effectiveness in their day to day tasks and responsibilities.

Dallas/Fort Worth Area

• Effectively manage the Collection Department focused on providing an excellent experience for all customers while resolving delinquent accounts, mitigating losses, and positively impacting the financial bottom line of the company.• Develop and lead strategies focused on process improvement, performance coaching, adherence to compliance requirements, and analysis of performance to enhance operational effectiveness • Successfully engage and encourage all staff to exceed expectations by providing professional development opportunities, employee engagement activities, and provide an accountability structure to ensure individual and organizations goals are met.

• Effectively manage a team of Collection Staff focused on providing an excellent experience for all customers while resolving delinquent accounts, mitigating losses, and positively impacting the financial bottom line of the company.• Develop and lead strategies focused on process improvement, increasing awareness and ensuring adherence to compliance requirements, and analysis of performance management to enhance operational effectiveness and across all teams.• Successfully engage and encourage all staff to exceed expectations by providing professional development opportunities, employee engagement activities, and provide an accountability structure to ensure individual and organizations goals are met.

Responsible for ensuring that our portfolio is managed successfully by mitigating losses, supporting our sales team, and providing a high level of member service by efficiently managing the execution of all operational aspects for our loan and deposit portfolio. Ensure that proper procedures are managed in a fashion which positively balances credit union sales, revenue and collection objectives while adhering to regulatory requirements and optimizing efficiencies. Collaborate with our Senior Management team to strategically implement projects that support the long term vision for success and high employee engagement for the organization.

Responsible the collection of all consumer loans, credit card accounts, deposit accounts and home equity real estate loans by designing and implementing collection/loss recovery strategies and goals to mitigate losses and keep in mind the desired outcomes for CommunityAmerica.

Manage all aspects of customer service and collections in a fast paced environment for a region encompassing 100+ employees and 3 levels of management. Responsible for liquidation of $5 million portfolio and directing strategies to obtain delinquency goals, mitigate losses and review loss tracking for yearly goals. Daily observation of departmental activities to ensure adherence to federal and state government regulations. Bi-monthly presentation to Executive Level Leadership focused on analysis of current strategies, performance to goal, and new initiatives. Facilitate and lead projects and initiatives utilizing various project methodologies.• Achieved top 3 ranking by region in delinquency, losses, and repossession frequency for the past 3 quarters.• Created and implemented workload management strategy across Center of 250+ employees that prioritized workload resulting in 20% increase of employees exceeding monthly goals.• Enhanced Center wide coaching process resulting in weekly coaching sessions for 100% of employees with documentation to promote accountability

.Evaluated and supported all processes and technology for 5 Collection Contact Center locations and Mexico. Led a team of project managers focused on implementing new initiatives and supporting third party collection vender. Maintained a $1.2 million budget. Owner of all Collection Process procedures to ensure accurate, consistent implementation and validation of any process changes. Managed Chrysler Financial Bankruptcy department focused on monitoring the relationships with internal and external law firms handling the portfolio. Facilitated monthly meetings with Contact Center Leadership Team promoting consistency across locations and best practice sharing.• Generated $900K in cost savings by removing redundancies by 19 employees.• Created Portfolio Management Strategy that clearly defined roles, prioritized workload, and eliminated unproductive leadership tasks.• Redesigned the goal structure and collection processes in Mexico location resulting in 25% improvement in results.• Facilitated transition of business unit including creation of training materials, new organizational model, elimination of redundancies, and facilities management.

Managed all aspects of customer service and collections for delinquent accounts encompassing 150+ employees and 3 levels of management. Developed new leaders introducing effective management techniques and coaching tools. Evaluated departmental performance and created strategies to obtain delinquency goals, mitigate losses and review loss tracking for yearly goals.• Led project teams focused on coaching and communication resulting in the creation of coaching culture across Contact Center.• Created employee transition plan resulting in placement of individuals to improve business results.

Managed a region of 50+ Chrysler Dealership with responsibilities including analysis of credit applications, decision making, relationship building, and sales.

Communicated with consumers to promote agreement on the advantages of acquiring an HFC mortgage and /or personal loan. Facilitated securing supporting loan documents. Administered the execution of closing documents. Licensed to sell insurance products in Missouri.

Audited healthcare insurance payments to ensure compliance with managed care insurance contracts.

Mba, Business Administration

Bsba, Accounting

Activities and Societies: Alpha Kappa Alpha Sorority Inc.