Glenn Kranis Email & Phone Number

Dallas, Texas, United States

Dallas, Texas, United States

Demonstrated leadership and perseverance to drive innovation by identifying and implementing process improvement projects across auto business units of the Santander Consumer USA’s servicing groups including executive office, payment services, call centers, SCRA, credit bureau reporting, titles, bankruptcy, fraud, dealer, and lease end.• Supported a team of over 500 call center agents (onshore/offshore) to improve customer satisfaction by 20% and improve first call resolution rate by 15%… Show more Demonstrated leadership and perseverance to drive innovation by identifying and implementing process improvement projects across auto business units of the Santander Consumer USA’s servicing groups including executive office, payment services, call centers, SCRA, credit bureau reporting, titles, bankruptcy, fraud, dealer, and lease end.• Supported a team of over 500 call center agents (onshore/offshore) to improve customer satisfaction by 20% and improve first call resolution rate by 15% through process improvements.• Facilitated $7.5M annual savings by running a customer sweepstakes campaign (2019 – 2022) that boosted eStatement enrollment from 6% to 49%; strategy promoted appeal through paperless statements.• Met or exceeded expense targets and reduced unit costs to service accounts from $3.16M to $2.97M through operational transformation and process improvement.• Drove team member engagement scores through Peakon survey to 9.2 out of 10.• Maximized productivity and provided vital structure by assessing business readiness on enterprise-wide projects and creating essential training and communication to fully support servicing teams.• Strengthened the business environment by developing an in-line quality control (QC) process for 34 high risk functions.• Honored to receive Humanitarian Award for Diversity and Inclusion (2022). Show less

Irving, Texas, United States

Employed balanced, disciplined leadership to for this company, which is one of the nation’s leading auto finance lenders with over $50B in accounts outstanding; regional offices served all 50 states and centralized operation centers in Dallas TX, Irvine CA, Tempe AZ, Rancho Cucamonga CA, Greenville NC, and Raleigh, NC.• Facilitated $2M annual savings by running a customer sweepstakes campaign that boosted eStatement enrollment from 13% to 42%, helping promote environmental appeal through… Show more Employed balanced, disciplined leadership to for this company, which is one of the nation’s leading auto finance lenders with over $50B in accounts outstanding; regional offices served all 50 states and centralized operation centers in Dallas TX, Irvine CA, Tempe AZ, Rancho Cucamonga CA, Greenville NC, and Raleigh, NC.• Facilitated $2M annual savings by running a customer sweepstakes campaign that boosted eStatement enrollment from 13% to 42%, helping promote environmental appeal through paperless statements.• Increased month-over-month activity from 32K to 240K auto loan customers accessing accounts through mobile devices by deploying eServices mobile project, which automatically reformatted and optimized mobile device users’ view and layout of eServices webpages.• Demonstrated foresight, leading a team charged with identifying issues and understanding root cause to solve issues in servicing, originations, and collections, and communicated effectively to management. Show less

Irving, Texas, United States

Oversaw identification, planning, and execution in areas of auto operational performance improvement in close partnership with executive-level stakeholders across Wells Fargo Dealer Services Operations and Collection groups including Customer Relationship Center, Marketing and Business Documentation, Process and Improvement, and the Office of the President.• Created environment for sustained success by establishing and maintaining productive relationships with internal departments (call… Show more Oversaw identification, planning, and execution in areas of auto operational performance improvement in close partnership with executive-level stakeholders across Wells Fargo Dealer Services Operations and Collection groups including Customer Relationship Center, Marketing and Business Documentation, Process and Improvement, and the Office of the President.• Created environment for sustained success by establishing and maintaining productive relationships with internal departments (call centers, IT, QA/UAT teams, and project office) to understand and support IT project lifecycle process (requirements analysis, quality assurance, project scheduling, and testing, rollout, and support).• Harmonized operations by improving team member engagement scores to 9.3 out of 10 through Gallup Q12 engagement survey.• Executed automated, consistent application of payment and payoffs within all channels to facilitate 10% improvement in manual processing and reduce negative impacts to credit report, customer complaints, and misapplied payments. Show less

Irving, Texas, United States

Leveraged experience and functional knowledge to build a process and improvement group to drive continuous operating improvements including productivity, quality, attrition, and costs of company’s customer relationship center which includes a virtual call center, an outbound welcome call group, an Office of the President, and all loan servicing operations including a remittance processing center, records management and title administration.• Supported completion of new requests in… Show more Leveraged experience and functional knowledge to build a process and improvement group to drive continuous operating improvements including productivity, quality, attrition, and costs of company’s customer relationship center which includes a virtual call center, an outbound welcome call group, an Office of the President, and all loan servicing operations including a remittance processing center, records management and title administration.• Supported completion of new requests in compliance with committee governance standards and alignment with organization’s established goals and strategies.• Established solid foundation for success as business consulting expert, assisting subsidiary by translating business needs into written requirements for action by information technology, operations line of business, program officer, and other business units.• Shaped a vibrant, productive environment by enhancing team member satisfaction, performance, and development by establishing clear, actionable goals and comprehensive performance management practices. Show less

New Jersey