Coordinate with the sales team to improve sales performance by making dealer calls, providing training/job aids to dealers on systems and product offerings.Primary contact and liaison for the field sales staff for the purpose of signing up dealers, problem solving, trouble-shooting and providing technical support. Identify and implement process improvements to ensure efficiency within the department and the company as a whole.Follow up on sales documents to ensure smooth transactions, and answer incoming calls from dealers and internal customersProject Lead on several initiatives: onboarding dealerships, internal escalation process, dealership authentication and dealer chargeback process.Maintain the project log for the entire department and ensure the working groups are moving each project towards completion.Chrysler Financial, Farmington Hills/Troy, Mi.

Collaborated with quality coaches from 4 customer contact centers to enhance the customer experience and streamline their performance and processes.Facilitated calibration sessions with home office staff to gauge consistency across the 4 customer contact centers.Worked with National Training Manager on ways to improve agent scores and gain their buy in to the call metrics.

Developed, coached and managed a staff of 6 bankruptcy liaisons while maintaining the job role of specialist and consistently exceeding goals.Performed internal compliance audits to determine proper handling of the bankruptcy portfolio.Responsible for the supervision of bankruptcy receivables to ensure timely and effective liquidation in compliance with state and federal laws as well as Chrysler Financial policies and procedures.Approved all monetary transactions negotiated between outside bankruptcy attorneys and the bankruptcy attorneys/trustees.Responsible for ensuring that all bankruptcy laws adhered to by employees in the field.

Managed a loss budget of $22 million. Created various spread sheets to track the monthly repossessions, charge offs and skips to track spending against the budget.Developed, coached and managed a staff of 28 employees. 3 of the 5 team leaders moved on to become credit analysts and field auditors.Implemented and maintained strict controls in the repossession review processCreated detailed field call report to ensure the contact center stayed within their allotted budget.Project lead for the collection call strategies during holidaysDeveloped and implemented a monthly review process to ensure consistency across the center.

Held various team leader positions throughout the contact center; Collections, Customer Service, Special Teams, Quality Monitoring and Operations.Developed, coached and managed staff of 8 to 10 employeesInitiated one-on-one feedback sessions with employees which resulted in immediate improvement of monitoring scores.Developed and maintained internal spreadsheets to track monthly monitoring scores and identify trends.Ensured departments were ISO 9000 compliant