Marc Alderman Email & Phone Number

Detroit, Mi, Us

Southfield, Michigan

Southfield, Michigan

Collect, organize and analyze industry data to better understand dealership behavior, industry trends and potential opportunities through:- Auto dealership visits and shadowing nationwide - Dealership Surveys- Third party data analysis- Attending industry sponsored events- Ad hoc data analysisDrive business decisions through quantitative analysis derived from customer feedbackWork with product vendors and recommend new products Create reports and presentations for C-level executives

Southfield, Michigan

Lead a team of 6 Originations Quality Analysts in measuring the extent to which the Dealer Partner Service Center operates in compliance with policies at the point of originations that support the Dealer Partner touch point of Funding. Work with Operations leaders to ensure polices are clear and easily executed.• Improved team member morale by gaining their trust and credibility through open and honest communication.• Increased quality analyst accuracy in the Legal evaluation type from 88% in 2011 to 94% in 2012 by communicating consistent and clear expectations.

Credit Acceptance

Managed 10-12 collections representatives to meeting and exceeding department goals and expectations. Coach and lead employees to adhering to the department call quality model by use of hands on training and development. Participate in the FISH recruiting process to identify and gain workforce talent, as well as, make crucial decisions to separate employment with employees as necessary.• Increased team quality performance results by 11% in my first 2 quarters with the company and achieved team breakthrough results in October, 2010 with 91% call quality.• Ramped up 12 new hire employees since joining the team in June, 2010 by setting clear expectations and consistent coaching.• Changed focus of a ‘cash only’ driven team to a well-balanced team focusing on producing positive results in both cash and quality.

Ensure consistencies and efficiencies through quality monitoring across 4 Contact Centers and 1,098 employees in the United States with an emphasis on customer satisfaction, accountability and documentation. Facilitate meetings with all levels of management and make recommendations to assist in mitigating losses. Drive and promote integrity in the governance process. • Improved overall effectiveness in call behaviors 9% in 2009 by communicating concepts and strategies to team members and management.• Increased customer contact closure rate by 5% by identifying trends and providing solutions through data analysis.• Emphasized the importance of obtaining email addresses from customers in place of traditional mail correspondence, which contributed to a cost savings of $40,300 in the 4th quarter for 2009.

Led, motivated and developed a team of 12-14 union Customer Service Representatives in successfully liquidating a $2.6 billion portfolio. Audited customer accounts daily to ensure company collections procedures were being followed by employees. Built and maintained vendor relationships to minimize losses and maximize cost savings for the organization. Communicated effectively with employee labor unions to reinforce employee’s adherence to the company’s standards of conduct policies. Trained and developed new supervisors in position’s responsibilities, department processes, and employee management.• Received a recognition award for exemplifying the core value “Inspired and Empowered People” for being a contributing writer for the Customer Service Newsletter representing the entire Troy Contact Center.• Volunteered to work 2nd shift for several months where I improved the team performance from 82% of goal to 103% of goal in the first month.• Supported the training department by facilitating sessions on proper department processes and procedures.• Collaborated with Human Resources in the process of recruiting and interviewing potential new hires.

Analyzed and assessed credit risk on 100 + consumer and business applications per day. Collaborated with territory sales staff to develop strategies to increase dealership support. Negotiated credit terms with Finance Managers, ensuring proper contract structure in order to increase profitability and reduce loss exposure.• Received multiple recognition awards for “Customer Focus” due to my ability to build effective relationships with dealership personnel and the end consumer.• Increased retail and lease market penetration for assigned regional territory of 48 dealerships by 7% from 2005 to 2006.• Attained individual goal in market share of 70% prime acquisitions in 2005 and 2006 by supporting dealership personnel with current company programs and rates.• Contributed in the acquisition of a $4 million floor plan by consistently demonstrating the Chrysler Financial value proposition.

Managed a team of 8-10 union Customer Service Representatives in meeting and exceeding department performance targets for a portfolio of over 36,000 delinquent accounts. Utilized department reporting tools to identify trends in order to coach and improve employee performance. Maintained employee files and weekly payroll records. Researched and resolved customer complaints on escalated issues within a timely manner. Provided written and oral feedback to assist in performance improvement which included monthly and yearly evaluations. • Exceeded business objectives by leading team to achieve over 100% of monthly goals on a consistent basis.• Initiated lead in department operations and acted as subject matter expert with processes including managing and operating the Mosaix Dialer System.• Mentored and developed employees towards career advancement including 5 internal promotions.

Evaluated and resolved low-risk past due customer accounts. Mitigated losses by assisting customers with immediate and long-term account resolution.• Met or exceeded monthly goal achievement of 95% or more for 20 consecutive months. • Saved company over $22,000 on two separate consumer accounts by using effective communication and knowledge of consumer lending laws.• Demonstrated leadership skills with team members to meet individual and center goals by sharing best practices and facilitating team meetings*Graduate of Dale Carnegie

Worked independently and in a team setting publishing the Fine Dine section of the Entertainment book. Compiled reports detailing the production status of specific editions. Communicated with field offices to resolve issues and maintain accuracy on each book. Sorted, filed and tracked items for each book as they arrived at headquarters.

Assisted the Publishing Specialist as it pertained to the accuracy of each Entertainment book. Maintained accurate files of changes and corrections to each edition. Assumed the responsibility as team leader. Collected and verified the Fine Dine team time cards.

Vehicle assembly in multiple departments.

Ba, Marketing And Communications

Activities and Societies: American Marketing Association

Mba, Marketing

Digital Marketing Certificate