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 • Supervised and led a team consisting of 13 credit/dealer experience representatives• Delivered comprehensive credit analyses and recommendations to senior leadership on loans up to $100,000• Addressed high-priority and time-sensitive escalations from a sales team comprising 12 members• Developed and maintained client profiles, contact updates, and product offerings in CRM system• Produced monthly manufacturer volume reports and invoices• Contributed to the resolution of customer complaints and participated in quality excellence reviews

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• Performed thorough credit reviews and background checks to evaluate potential business partner applications• Utilized database management software to build analytical reports for senior leadership• Closely monitored AR report and dealer activities to proactively identify risks or fraud• Collaborated closely with a variety of departments, including Risk, Sales, Collections, Treasury, and IT• Created and managed the accounts of all business partners in the CRM system• Executed User Acceptance Testing (UAT) and documented outcomes for system and web portal enhancements• Identified, reproduced, and documented bugs for the development team• Developed and enhanced credit scoring and business processes• Provided guidance and support to the internal sales team• Gathered documentation and prepared audit packages for funders

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• Engaged in on-site visits with dealers for marketing and training purposes• Conducted performance assessments, offering constructive feedback, making recommendations for improvement, and establishing goals• Main point of contact for the sales team, delivering essential information and assisting in issue resolution• Designed and adapted the team's work schedule, effectively overseeing resource 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