Kyle Terrell Email & Phone Number

Dallas, Texas, United States

● Managed the day-to-day operations of the coordinators assigned to SC’s external service for other external business partners (including Citizen and RBS, Bank of America, and Credigy)● Hired, trained, managed, and provided mentorship to a dynamic team of specialists focused on high level customer relationships to external business partners.● Successfully onboarded approximately $1B in new service for other partners.● Spearheaded the creation of new policies and procedures focused on reducing training time and departmental risks.● Monitored and remediated open escalation issues from internal and external business partners. ● Collaborated directly with senior management to identify industry trends to develop innovative solutions to customer concerns; implemented a new auto loan unwind process for partners who originated in the refinance spectrum, resulting in a more streamlined process ,better customer experience, and lowered the risk profile for external business partners.● Managed projects and created value propositions for customer project requests outside of contractual obligations.● Effectively communicated disaster recovery strategies to external business partners for FEMA-affected auto customers, ensuring transparency, collaboration, and recovery plans during crisis situations

Dallas/Fort Worth Area

● Managed customer facing strategic partnerships with senior management to maintain effective working relationships ensuring customer advocacy, client profitability, and customer satisfaction.● Acted as a point of contact for external and internal business operations partners focused on customer success, customer advocacy, and portfolio growth.● Conducted meetings with executive management, leadership teams, and legal and compliance to address external business partners’ annual audits of SC, questions or concerns over SC business processes, and the creation and updates of contractual deliverables (i.e., reporting and servicing benchmarks).● Partnered with strategic operations (Recovery, Bankruptcy, Fraud) and business teams to update policies and processes to align with contract deliverables, service level agreements, and the regulatory requirements of external business partners.● Partnered with business analytics teams to create and deliver monthly performance decks to external business partners focusing on business requirements, KPI's, and contractual deliverables.

Dallas/Fort Worth Area

● Facilitated monthly training classes on topics including new hire collections and customer service, lease property tax assessments, inside sales, management, and leadership.● Collaborated with the internal leadership team to ensure that training materials and assessments were updated to match policies and procedures.● Led trainees through all four levels of learning, including awareness, knowledge, skill, and mastery.● Provided development feedback to associates both in and out of the new hire training program to foster their continued success and growth.● Coached and motivated employees to achieve optimal performance through problem solving scenarios and encouraging them to think strategically when communicating with customers.● Training classes consistently achieved a 90 percent average on final exit exams demonstrating effectiveness in delivering comprehensive training programs and facilitating successful outcomes for trainees.

Dallas-Fort Worth Metroplex

● Completed high volume repossession assignments daily to meet individual quotas.● Assisted collection associates with handling escalated customer calls and complaints from external customers.● Researched accounts with deferment requests for approval or denial.● Managed External Repossession Vendors to assure compliance with Santander's internal policies.

Dallas/Fort Worth Area

● Recognized as a top performer for over 24 months by exceeding collections goals and benchmarks.● Handled a high volume of inbound and outbound calls related to delinquent account reconciliation.● Discussed delinquent clients’ options in terms of proposed payment solutions or repossessions.● Used my technical expertise of skip tracing tools to secure delinquent collateral