Joan Saunders Email & Phone Number

Tempe, Arizona, Us

Employee headcount and revenue both doubled during my 6 years with this door manufacturer and installation service company. Managed process improvement and automation. Deployed time-tracking mobile app and trained installers to use it to automate manual timesheets for payroll. Implemented software for managing inventory and production control. Purchased new shop equipment. Hired and developed new college graduate Industrial Engineer who supported manufacturing operations by performing time studies and customizing inventory and production control software.

Tempe, Arizona, Us

Led this startup organization, an affiliate of DriveTime Used Cars, in the establishment of operations including service contract product development, sales and marketing support, training, and regulatory compliance. To enable speed to market, utilized cloud-based solutions from Salesforce.com and inContact. In just 6 months, established administration group capable of handling customer service and claims processing for DriveTime and Carvana finance and insurance product sales volume of 40k contracts per month and an inforce book of 500k contracts. Negotiated agreements with service providers. Designed dealer sales portal and customer service website. Collaborated with analytics group to perform new product pricing analyses, create staffing model and develop performance metrics. Selected, configured and implemented warranty system software. Developed policies and processes for customer service, claims processing and complaint resolution. Hired and trained 60 administrative employees who were then merged with existing DriveTime customer service operations under a company-wide reorganization.

Provide general management, IT, financial, risk mitigation, outsourcing, and warranty advice to small and medium-sized businesses that want to achieve greater results, Analyze and evaluate client's business model, operations and financial performance. Identify and recommend process improvements. Design and help implement customer acquisition and retention strategies to optimize revenue and profitability.For alternative-fuel technology start-up…• Led product warranty development, resulting in cost-effective, customer-focused program.• Vetted mechanic training candidates, negotiated contract for training services, and coordinated provider activities, ensuring skill transfer without consuming internal resources.• Developing with internal service organization a scalable IT platform for aftermarket sales and service.For start-up specialty P&C insurance agency...• Developed financial model for discovery phase of venture which led to decision to abandon project due to lower than expected profitability projections.For private equity firm in acquisition mode…• Provided automotive warranty industry expert knowledge and contacts.• Performed sales, IT, and operations due diligence leading to successful acquisition of target company.

Norcross, Georgia, Us

Recruited by private equity owners of this middle market auto warranty/service contract provider during company transition and industry contraction while a search was conducted for a permanent CEO. Redesigned marketing strategy in response to consumer credit crisis by partnering with sub-prime auto lenders to provide financing for warranty products. Implemented credit policies and used lean principles to improve cash receipting process. Eliminated unprofitable sales territories, cross-trained employees and reduced operations headcount. Improved information systems and established strategy to ensure compliance with all state regulators.• Generated a 5% increase in new business.• Improved cash flow and reduced accounts receivables by 50%.• Cut operating expenses by 10%.• Achieved 100% compliance and reaffirmed AM Best rating for company’s insurance subsidiary.

Assisted small business owners in enhancing profitability through operational and financial performance. Identified, recommended and helped implement improvements in processes, people, technology, marketing and financial management. Defined benchmarks for success and provided ongoing support to maximize results.Sample client deliverables included…• Increased revenue by 40% in one year through revising product and service mix.• Reduced operating expenses by 10% by renegotiating contracts and cross-training staff.• Upgraded IT to enable electronic billing and improve collection of receivables.• Coached business owner on negotiating a favorable buy-out.• Developed strategy to improve IT reliability, security and scalability.

Scottsdale, Az, Us

Set strategic direction for this national auto warranty/service contract company. Led management team in driving product development, pricing strategy, operating efficiency, technology upgrades, and customer engagement. Redesigned distribution sales training program. Created organizational culture of collaboration and recognition, leading to improved top- and bottom-line performance.• Added new product and service offerings, generating millions of dollars in revenue and client loyalty.• Delivered annual revenue growth rate of 9%.• Achieved average annual net income growth of 35%.• Ranked first in J.D. Power and Associates’ 2003 survey of “Dealer Satisfaction with Service Contract Providers.”• Saved 20% in training costs with 100% increase in training participation.

Scottsdale, Az, Us

Led day-to-day operations including IT, accounting, HR, claims, customer service, compliance, product development, and actuarial analysis/risk management. Built organizational capability among management team and developed KPIs to manage operational performance. Steered creation and ongoing development of client services website. Developed captive reinsurance options for dealer customers. Improved contact center workforce scheduling and developed system for real-time performance monitoring.• Grew revenue from $87M to $196M.• Boosted net income from $3.1M to $9.2M.• Reduced management headcount by four positions with no impact on the business.• Helped largest client to increase sales by 500%.• Increased contact center efficiency by 30% and reduced hold time from five minutes to less than 20 seconds.

Scottsdale, Az, Us

Managed analysis, design and development of proprietary, enterprise system on Oracle platform used to support business operations including sales, accounting, customer service, underwriting, claims, human resources, actuarial, and management reporting.• Designed leading-edge warranty processing system giving company a significant competitive advantage by improving claims processing efficiency by over 100%, expanding customer service offerings, and improving data analysis capabilities.• At acquisition of company by CNA Financial Corporation in 1995, led IT team in on-budget and on-time project to integrate data and financial reporting.

Bs, Engineering Business/Pre Law - Industrial Engineering Emphasis

Ms, Information Management

Board Director Education And Certification Program