Joe Galvan Email and Phone Number

Key Job Elements· Support and work in the department as required· Helping support daily management of department duties, including allocating labor, leading meetings, assigning job duties, and communicating with internal and external suppliers· Providing vacation coverage for Area Managers· Providing policy follow-up, attendance tracking · Tracking and reporting of labor hours· Assisting the floor as an associate resource, training associates and verifying SOP compliance· Ensuring successful area performance, through tracking, reporting and feedback of associate performance· Participating in Operational Excellence initiatives in some capacity· Filling in as needed with production duties· Fully understanding workflow and daily production goals· Reviewing and updating SOP as required· Assisting in keeping work area clean and organized· Identifying and addressing safety hazards within the work area· Coaching associates to work safely at all times· Participating in safety initiatives· Referring all job injuries immediately to Area Manager

Supervise agents in regards to end of lease accounts that are 90 days prior to the lease maturity date until the lease is terminated. Supports dealers, vendors, and customers with their end of lease experiences. Make decisions regarding end of lease options, such as inspection requirements, end of lease extensions, purchase options, sending correspondence and/or involuntary recovery to ensure cost effectiveness and appropriateness. Effectively educate the customers on end of lease obligations while providing exceptional service to maintain brand loyalty.

Supervise, and review all GAP, total loss correspondence, credit life, disability claims, physical damage assessments, compliance letters, LeasePak processing, and citation processing. Other routine tasks may be assigned such as processing reconciliation reports from cities, and municipalities. Customer account review, document retrieval, account documentation, faxing expedited documents, various clerical tasks related to the generation and mailing of lessee and agency correspondence, sorting incoming mail. In addition to using good time management skills in a fast paced work environment, with the ability to produce high-volume of data daily in a multi task environment. While using analytical data to resolve unique, and complex issues.

Responsible for assisting Supervisor in monitoring daily productivity and performance statistics of the Customer Account Representative (CAR). Oversee daily workflow, address backlogs and workflow issues with employees or outside vendors, and reassign staff based on volume fluctuations. Field escalated calls and resolve complex account issues. Conduct training and coach employees for improved performance. Audit workflow to ensure compliance with established policies and procedures, and provide guidance to maximize productivity and minimize expenses. Ensure employees are complying with daily production expectations, state and federal laws, company policies and procedures.Develop and executes training plans for new hires, cross-training, and on-going training of NMAC policy and procedures. Provide training on FDCPA, FCRA, FACTA, GLB, IRS 1099-C Regulations, Bankruptcy Protection, state and federal collection laws and repossession requirements and procedures, collection techniques, deficiency balance collection , skip tracing techniques, litigation, deceased account management, credit bureau reporting, and credit bureau analysis. Additional training as required on policies and procedures for Vehicle Remarketing auction process, Front-end Collections, Regional Collections, off lease process, and Customer Service tasks which include due date change requests, extension policy, payoff procedures, interest calculations, and lease financing. Updates policies and procedures as departmental changes occur and based upon direction from the supervisor.

Monitors service levels to meet department standards. Manage dialer teams, manual collections methods, ensuring legal and compliance regulations. Could manage processes in other locations, including outsourcers, and partnering organizations. Assists in the development of new standards of agent performance and quality. Authorizes approvals for extensions, waivers and late fees per authority guidelines. Collaborates with business system developers to improve performance and efficiency of system applications. Resolves escalated disputes and preserves and improve relationships. Supervises and provides leadership, coaching, guidance, training and staff development; interviews and selects unit employees; plans and evaluates employee performance; recommends promotions, counsels and disciplines employees as necessary; recommends termination when appropriate; and monitors time and attendance of subordinates.

Responds to and resolves escalated Lease and Retail customer issues in accordance with state and federal laws and department standards. Also conducts administrative tasks to ensure department processes are completed in a timely manner. Also perform managerial duties such as, running dialer teams and manual collections methods. Assists in the development of new standards of agent performance and quality.

Responsibilities include but not limited to: Collections manger meetings: (daily delinquent rate, call volume) Time sheet; ensure each agent has completed properly for submission. Review resumes for possible new hire, set up dates and time for interviews, conduct with hiring managers and discuss afterwards for recommendation. Assist with the termination process if necessary. Discuss possible change for hours of operation i.e. working a weekend shift vs only Monday- Friday. Ensure we have proper phone coverage for the day. Provide feedback and educate to our customer(s) for account issues and coach rep’s for improvement. Collections of accounts 45-120 days and present options for repayment. Review skip accounts and perform skip tracing utilizing: Master Files, Fast Data, LexisNexis, Eport/First Search, CBC Web/Innovis & more. Work with numerous private investigators, local police & surrounding dealerships (Owners, Sales Mangers, Finance Mangers, FSM’s) for account resolution. Review credit files for possible customer fraud or straw purchases and credit analyst reviews. Periodic review of high balance or early default potential charge offs directly with collections manager. Adjust/correct/update teams downtime in our blue pumpkin. Oversee agents in the U.S, India, Mexico (Juarez/Aguascalientes) and Puerto Rico and monitor the team’s day to day activities. Ensure adherence, calls, attendance and our KPI’s are meet throughout the week. Perform monthly reviews, monthly training on company policies, and improvement with our Siebel program with my agents here in the U.S. as well as those in India, Mexico and Puerto Rico. Conduct PTP audits for compliance and live monitoring.

Responsibilities include but not limited to: Follow-up on accounts 60-89 days past due. Contact customer for payment, find good contact information on customers that have been displaced, make repossession recommendations, follow up with repossession contractors, and adhere to call and account activity guidelines

• Receiving – verifies items received by comparing the purchase order and the packing list, inspects condition of items and resolves any discrepancies, updates data in the systems and prepares labels for the received items.• Shipping – verifies items to be shipped on all transfers and customer pick ups, checks for damaged items prior to sending, and verifies• Supervise and coordinate unloading and staging of inbound shipments and shipping of outbound orders, ensuring accuracy and timeliness for both product and paperwork.• Supervise and train warehouse staff members.• Maintain facility to ensure it is clean, orderly, and operational and ensure that safety protocols are followed.• Recommend, implement and support continuous improvement initiatives within the department and company to improve employee performance, quality control, productivity, efficiency and lower cost.• Attend safety meetings, proper lifting meetings to ensure our employees are using the right techniques while working to minimize injury. • Walk approximately 100k square feet throughout the shift

Primary role is to ensure my team schedules drivers to make deliveries and pick up packages or shipments from customers. Ensure dispatchers communicate with customers to record details about shipments, arrange pick up times and discuss any special handling issues. Also set up driver routes. In addition, review drivers’ logs and maintain various records, such as those pertaining to dispatched calls, vehicle repair, freight bills, and arrival times. Meet the daily responsibilities for dispatchers to complete several tasks in the course of their workday. Maintain payroll records and perform entry including banking information, review, corrects and enters timekeeping records for compliance within established standards. assist with ramped up PTO audit work through year end. Assist Senior management with special projects review and make necessary adjustments from reports. Manage workflow to ensure all payroll transactions are processed accurately and timely. Provides assistance to Payroll Coordinator for the entry and audit

Dispatch orders out and check in orders that are pulled on a daily basis. Answer phone calls and provided solutions to driver and customers. Assign help the will call area, (online purchases, LTL) Assign Preloads to my workflow sheet know as a spta, using preloaded, loader names and dock door information Maintain a steady flow of traffic of the drivers, preloads, loaders and yard dog. Inspect all trailers & pubs from 48 - 57 feet, for any possible broken hinges, damaged floors or walls, make sure doors would latch close securely, check tires, flaps, all lights on the rigs & trailers. To ensure that work is completed in a timely fashion and received without missing any deadlines that are set forth that day. Maintain my responsibility to notify all warehouse employees, mangers of malfunctioning product. Communication with my peers and supervisors is crucial. As I maintain the ability to develop, organize and implement work plans, even under pressure.