Managed customer service and collections departments including customer satisfaction scores, maintained delinquency at appropriate levels, minimized repossession, and credit losses, and supervised staff of 30 employees including one department supervisor and five direct line supervisors.Accomplished 268 fewer repossessions which equated to a $94,000 improvement in repossession expenses and $811,000 reduction in credit losses by a continual awareness of all areas of operations.Achieved an "Effective Controls" rating, the best rating, on an Internal Controls Audit by mandating and ensuring compliance with all procedures and policies by all team members within the department.Increased employee satisfaction from 74% to 88% by continuous focus on employee morale, stress reduction, and employee development.

Ensured sales and field input was obtained prior to implementation of wholesale and dealer credit initiatives to maximize dealer satisfaction. Reported to Vice President Sales Effectiveness.Obtained a year over year increase in Dealer Satisfaction level from 56% to 72% by providing and ensuring sales input was provided on numerous wholesale and dealer credit initiatives.Ensured consistent purchase policy was implemented by participating and providing input in calibration meetings.Chaired wholesale and dealer credit sub-committees comprised of field team members. Obtained field and sales input and concurrence on numerous wholesale and dealer credit initiatives prior to implementation.

Managed product development for wholesale, retail, and consumer lease products. Coordinated cross functional teams to deliver products on agreed upon schedule and delivered flawless execution including updating procedures and processes.Led cross-functional team in the development and successful launch of automotive retail finance product without IT modifications and met expectations of divisional partners. Acquired cross-functional subject matter expertise to design product specifications, to establish procedures and processes with effective controls.Developed operational metrics to assess efficiency of manual processes and customer satisfaction during post-launch phase. Developed and monitored monthly usage reports.Worked with legal department in Multi-State Attorney General investigation. In-depth knowledge of product and processes which was instrumental in preparing, coordinating and delivering field communications, including actions required.

Managed all aspects of branch operations, including determining purchase policy, maximizing profit and volume and minimizing risk for retail, wholesale, and loan portfolios. Supervised staff of 25 employees including three direct line supervisors and five sales managers. Maintained daily follow-up on procedural updates and ensured department compliance. Completed Sarbanes-Oxley review of operations with satisfactory results.Developed and managed an effective purchase policy that balanced appropriate risk management with volume and profitability. Ensured compliance with developed purchase policy by monitoring analyst and supervisor purchases.Established comprehensive yearly business plan to maximize profits and volume which also included specific target areas for growth.

Managed product development for consumer lease products, coordinated cross functional teams to deliver consumer lease products on agreed upon schedule, and delivered flawless execution including updating procedures and processes.Took lead role in the development and preparation of Consumer Lease Portfolio Review for review by Senior Management. Worked with several departments including Finance, Risk, Process Management, and Field Operations to deliver review within agreed upon timeline. Review was well received by Senior Management.Successfully developed and launched several consumer lease product enhancements which generated in excess of $200 million in incremental revenue.

Mitigated risk by performing annual financial reviews on dealership partners. Financial reviews included comprehensive analysis of wholesale outstandings and loan portfolios.Identified, developed and ensured implementation of risk mitigation strategies for dealership partners by performing analysis of financial trends and portfolio experience.Ensured Sarbanes-Oxley compliance by performing all reviews in strict compliance with policies and procedures.Played critical role in the development of less experienced analyst by teaching and coaching on how to review and analyze dealer risk issues.