Michael Friedrichs Email & Phone Number

Toronto, ON, CA

Markham, Ontario, Canada

Toronto, Ontario, Canada

• Led strategy development for CRM system enhancement, aimed at driving improvements in efficiency, organizational structure, dealer/client experience, and labour cost optimization
• Developed an automated credit adjudication template, streamlining processes and significantly expediting the decision-making process by over 50%
• Orchestrated the successful cross-training of two departments spanning three distinct businesses, playing a pivotal role in achieving corporate objectives and accommodating extended hours of operation
• Performing essentially three roles: Manager of Credit and Dealer Experience, Credit Analyst, and Dealer Support, simultaneously across all three business lines – a fusion of duties from previous positions
• Quickly acquired proficiency in the systems, procedures, and credit policies of other business entities
• Built and maintained KPI reports to analyze internal and external performance and trends

Toronto, Ontario, Canada

• Detected the fraudulent activities of several dealers through data analysis and intuition, resulting in termination. Avoided business losses and collection issues while saving extensive cross-departmental efforts
• Prevented the onboarding of any significant offenders upon assuming the role of Dealer Onboarding Manager, ensuring future issues were avoided
• Collaboratively devised and executed a new credit adjudication procedure amidst Covid-19 workforce changes, enhancing credit scoring, efficiency, and accessibility for non-credit personnel
• Designed and executed a streamlined onboarding process in collaboration with Sales and IT
• Managed a team of 4 credit analysts
• Assessed credit worthiness of applicants through detailed adjudication, adhering to established SLAs

Toronto, Ontario, Canada

• Performed timely and accurate credit adjudication – approve, decline, or determine additional requirements
• Effectively read and interpreted Equifax and Transunion credit bureaus
• Made quick, accurate decisions in line with company SLAs
• Gathered documentation, wrote detailed summaries, and provided recommendations for dealer onboarding
• Handled all dealer inquiries and objections

Toronto, Ontario, Canada

• Provided oversight and training for a team of ten Dealer Support Representatives
• Acted as central liaison to numerous dealer partnerships, offering assistance and addressing concerns
• Reviewed and signed off on all daily funding
• Created training materials for dealers and staff
• Collaborated with various departments, including credit, accounting, and customer service
• Delivered timely, concise information and recommendations to senior management

Toronto, Ontario, Canada

• Conducted thorough audits of contracts and invoices, ensuring validity for funding purposes
• Accurately entered data into CRM system
• Resolved discrepancies and obtained additional information for incomplete documents
• Answered in-coming emails and calls from clients, sales representatives, and internal partners
• Provided exceptional customer service through professional, timely, and accurate communication
• Built and maintained relationships through constant communication using a proactive approach

Toronto, Ontario, Canada

• Managed the day-to-day activities of the branch, including staffing, training, and performance management
• Maintained relationships with existing customers and built new ones through proactive outreach
• Delivered exceptional customer service to clientele and key business accounts
• Provided guidance and support to branch personnel in resolving customer complaints or inquiries
• Managed branch receivables, including negotiating payment plans and collecting difficult accounts receivables
• Achieved strong sales results - optional protection products, vehicle features and benefits, and additional equipment

Data Analytics, Big Data, And Predictive Analytics

Bachelor Of Business Administration - Bba