John Riley Email & Phone Number

Riverside, California, United States

Riverside, California, United States

Menifee, Ca

Plano, Tx

Presented, trained, facilitated and coached both prepared and ad hoc materials to entry level and supervisory employees.• Trained and Facilitated a variety of operational and professional development courses including the following:• Professional Automotive Collections Training; Achieving Customer Excellence (4 Modules); Advanced Collections Training (4 Modules); Auto Finance 101; Best Foot Forward-Interviewing Fundamentals; Performance Management Workshop• Conducted meetings with business partners and aligned training activities with the strategies of the organization.• Provided coaching to supervisory staff which increased the effectiveness of their meetings.• Updated training materials on an ongoing basis to ensure that those materials were in line with policies and procedures.• Managed the ‘Training Assistant Program’ for Collections.• Provided Measurement and Evaluation levels 1-3 for completed classes.• Tracked budget expenditures for the department.

Supervised staff of 10 auditors who were responsible for verification of legal compliance of retail installment loan agreements.• Monitored group performance to ensure that contracts received were compliant with company policy as well as state and federal regulations.• Ensured that all contracts submitted for audit were completed and funded the same day that they were received.• Ensured that all contracts submitted for audit were audited and submitted for payment or returned to funding the same day that they were received in the unit.• Generated reports from an MSAccess database.

Supervised group of 20 verifiers who were responsible for verification of consumer and contract information prior to funding retail installment sales agreements.• Determined performance metrics for the unit.• Partnered with Global Resourcing North America to move verifications process to an offshore location.

• Supervised staff of 20 customer service agents responsible for responding to consumer inquiries regarding automotive finance accounts.• Resolved escalated complaint calls and accepted compliment calls from consumers.• Monitored individual agent performance and provided feedback to agents to help improve their performance.

Managed telecommunications contracts with an annual value in excess of $1.5 million for DFW International Airport.• Coordinated timely payment of contracted telecommunications services with accounting and a variety of vendors.• Worked with IT on a yearlong project to automate these functions.

Supervised staff of 15-45 employees responsible for collections and lease termination process inquiries from consumers.• Coordinated pre-termination lease inspections with vendor and consumers who had special or unusual circumstances.• Resolved escalated customer disputes with inspection results.• Conducted monthly performance reviews.

• Managed and collected on a portfolio of automotive lease accounts that were 30-120 days delinquent.

• Assisted consumers in the resolution of accounts that were 15-29 days delinquent.

Associate'S Degree, Registered Nursing/Registered Nurse

Bs, Nursing

Ba, Sociology

Education record