Scott Sheridan, Mba Email & Phone Number

Alpharetta, Georgia, Us

Build, develop, and execute the overall Nissan Extended Services, NA (NESNA) new account acquistion strategy with the AOM in assigned region. Coordinate the execution of defined new account acquisition activity with NMAC, NESNA, and ADS. Build and execute the overall NESNA sales and account development strategy within assigned supportive dealer/retailer accounts. Directly support all NESNA branded product sales, contract processing, cancellation, claims and maximizing dealer dividend program profitability for assigned dealers. Train and implement standardized F&I selling process.

Retail product and participation program expert that aids Nissan Motor Acceptance Corporation (NMAC) and Nissan Extended Services North America (NESNA) in maximizing all Vehicle ServiceContract (VSC) and ancillary program participation while focusing on account retention by providing both internal and external training and sales support.Also the primary point of contact for Security+Plus (S+P) and Infiniti Elite Protection Plan (IEPP) supporting dealers to maximize dealer production and profits with all NESNA programs and NissanNorth America (NNA) Certified Pre-Owned (CPO) programs.

Woodridge, Il, Us

Hired by the Vice President of Finance. Challenged to identify and execute process improvements for warranty/contract processing and claims handling, and lead Aftermarket Administration department.• Performed internal claim audits for protective coatings claims, identifying loss cost control opportunities in areas of repair vs. replace and applying applicable coverage language. Also implemented appraisal software, reducing the need to hire appraisers on lower dollar claims.• Identified a delay in processing cancellations. Partnered with VP of IT at service contract provider to create an automated feed bi-weekly, thus speeding up cancellations to customers by one week.• Streamlined warranty registrations upload process by four hours per month by creating a VLOOKUP to convert vehicle models to model codes.• Created multiple Desktop Procedures and checklists to ensure all work is being done accurately and timely• Partnered with HR recruiter to search for higher quality candidates for claims and processing teams. Successfully hired one employee to each team with extensive professional experience.

Detroit, Mi, Us

Promoted by Director of Call Center Operations to lead four departments totaling 28 employees. Challenged to reduce collection balance from $9M on past due accounts, to increase revenue by identifying new collection streams, and to accelerate training of call center new hires. • Successfully reduced collection balance on past due accounts by 33%, from $9M to $6M. Realigned collection team to better serve agents in the field, improving communications and maintaining good customer relationships.• Increased revenue by over $50K annually by matching lines of business with payments received, and identifying agent chargebacks and dealer override commissions as areas in collections follow-up. Upgraded the tracking process to ensure these accounts are actively collected today.• Accelerated training of call center mechanical claims reps by six months through the creation of a dual track for scheduling classes. With existing staff, offered simultaneous training sessions instead of single track. Oversaw new hire training, management development, and continuing education for over 200 employees.• Led Collections team serving 15 lines of business, averaging $15 million per month. Achieved key goals, and reported results to senior leadership on a monthly basis.

Detroit, Mi, Us

Chosen for development assignment by Director of Account Management to lead 10 account managers, supporting 350 dealers. Focused on building strong business relationships and effective loss cost control for vehicle service contract portfolio, while coaching employees in priority setting and analysis of dealer metrics.• Developed strong relationships with 10 account managers through ride-alongs, listening and problem solving. Worked with key dealers to establish effective communications, reducing loss ratios while maintaining outstanding customer service for vehicle service contracts.• Used data and effective analysis to identify target opportunity dealers. Proven ability to manage difficult dealer situations with the right balance of financial analysis and empathy.• Operated with a sense of urgency and focused on delivering results. Drove team to do the same while managing $40M in written premiums and $25M in paid losses. Partnered with sales directors and agents to build profitable portfolio. • Strong understanding of service contract pricing, loss ratio and earnings

Detroit, Mi, Us

Promoted by Operations Manager to lead a group of eight senior mechanical claims specialists, tasked to adjudicate large dollar automotive mechanical claims. • As liaison between office and field appraisal staff, demonstrated ability to identify, analyze, and solve problems while involving appropriate parties, using alternative solutions, and foreseeing consequences.• Facilitated resources to effectively supervise employee work flow, as well as prepare and track employee performance through annual and semi-annual performance appraisals.• Took the initiative to increase team capacity by cross-training Personal Lines appraisers. Worked with Ranken Technical College to create a custom training program that developed over 30 employees to adjudicate automotive mechanical claims.

Detroit, Mi, Us

Promoted by Operations Manager to hire and supervise a customer service team of 15 CSRs, focused on incoming telephone customer service and mechanical claims handling. • Oversaw and addressed SLA criteria and handled customer complaints for North Central Region. Handled over 1,000 calls per day, with a goal of answering within 30 seconds.• Participated in special projects, including SME for new claims processing system.

Mba, Leadership

Bs, Automotive Technology

Aas, Automotive Technology