As the Business Operations Manager I identify, develop, lead, and deliver innovative and transformative business initiatives benefiting customers, dealers, and associates. I represent and advocate for the Business in strategic planning, product development and solution management that are in alignment with corporate strategy. Key Accountabilities:• Manage daily production support operations for Collections, Credit Bureau Reporting and field telecom platform.• Manage Telecom/Communications Command Center-phone system for the Centers including the IVR, ACD, Collections Dialer and all related projects, upgrades, and maintenance.• Collections: Manage collection processes, projects and vendors for the Regions and Centers to ensure compliance with regulations and improve AHFC’s ability to collect from delinquent customers.• Manage six figure budgets for projects and system enhancements.

Accepted Promotion to Credit Manager overseeing 30 associates and contingent employees in the Credit underwriting, discounting, and dealer financial servicing for 250 Honda and Acura dealerships. Maintained stable service center profits by focusing on dealer credit quality and ensuring a balanced portfolio while maintaining strong dealer relationships. Notable Accomplishments:-Strengthened and maintained valued relationships with regional Honda & Acura dealerships.- Implemented enhanced department efficiencies and strategies to improve the performance and engagement of the department.-Provided performance management, coaching, and counseling to promote associate development and increase associate satisfaction.-Implemented weekly Credit calibrations focused on buyer consistency and effective communication of credit decisions aligned with company policy.

Accepted promotion to Assistant Manager of Customer Accounts overseeing 76 associates and contingent employees in the servicing and collecting of past due payments on an over 9-billion-dollar portfolio. Enhanced Region profitability by improving collection strategies while still promoting lifetime brand loyalty through Customer Service based communication, effective coaching, and training of the department. NOTABLE ACCOMPLISHMENTS-Researched and recommended a policy change that reduced impound fees paid in a year by $374,000.-Identified and alerted Senior Management of an organized fraud ring that had fraudulently obtained $2 million dollars’ worth of vehicles.-A highly valued member of the Customer Accounts FCT, where he provides insight and guidance on the impact of corporate driven initiatives to the Customer Accounts Department at a national level.

Accepted promotion to key role of Dealer Relationship Manager to provide captive dealer financial services to 20 Honda and Acura dealers. Enhanced dealer profitability through sales training focused on leasing and sales of finance and insurance products. Worked with dealer principals to assess financial opportunities through financial statement analysis and action planning. Monitored floorplan/mortgage/loan portfolio of enrolled dealers.NOTABLE ACCOMPLISHMENTS-Top ranked Dealer Relationship Manager for the Southwest Region and Ranked #2 Nationally.-Converted four stores from competitor service contract products to Honda Care (Retro Portfolio).-Promoted to Senior Dealer Relationship Manager March 2016.

Accepted promotion to key role of Operations Supervisor to oversee 8 staff members manage regional credit purchases for Honda and Acura dealerships in Southern California, Arizona, Nevada and Utah. Analyzes and procures best possible subprime consumer credit to increase revenue and penetration in all districts and holds FCL goal to minimum. -Responds to 30+ daily phone inquiries in time-sensitive environment managing subprime customer credit profiles from Dealer Principles, General Managers, and Finance Directors. -Assigned to properly train new and existing Credit Analysts to exceed monthly financial goals in line with company policy.-Executes critical weekly Credit Analysts’ audits to guarantee 100% compliance with company and federal guidelines.NOTABLE ACCOMPLISHMENTS Sustains company objectives for Forecasted Loss (FCL) at .69% and Penetration at 75% per month adding to revenue.  Recognized for earning highest NADA score (9.6) in region’s history for credit decision uniformity and Dealer support. Designed and implemented highly effective 4C’s 1S Credit Policy (Character, Capacity, Commitment, Collateral, Structure).

Accepted promotion to Funding Supervisor overseeing 12 employees to guarantee state and federal compliance for all contracts booked. Accountable for procuring talented staff and best training practices for all new team members. Rolled out new procedural protocols to minimize quantity of held contracts on monthly basis. } Developed and established new processes to improve productivity, reduce paperwork, and procure more contracts per funder. } Provided leadership and motivated team members to attain booked contract objectives based on corporate company policy. } Ensured standards by analyzing weekly audits to certify booked contracts met all regulatory state and federal requirements.NOTABLE ACCOMPLISHMENTS Effectively reorganized funding process minimizing paperwork error percentage rate by 10% in very short time.  Optimized contract productivity by 10% for all working staff through problem-solving and process improvement steps.

Accepted promotion to Customer Service Supervisor directing 21 employees to service customers in Southern California, Arizona, Nevada and Utah regions improving customer satisfaction and promoting lifetime brand loyalty through positive communication, coaching, and training.} Conducted monthly call quality assurance oversight and thorough training for all Customer Service Representatives. } Performed weekly interviews and hired highly qualified Customer Service Representatives to support departmental goals. } Routinely provided real-time responses to customer inquiries through weekly audits of team member’s open cases.NOTABLE ACCOMPLISHMENTS Led Customer Service Department to attain goal of 30,000+ phone calls per month on consistent basis as well as 60 second hold time and less than 5% abandoned incoming calls. Attributed to Customer Service Department’s highest customer satisfaction scores in region’s history (96 out of 100). Received 2 coveted Rising Star Awards: 1) For most improved Customer Satisfaction Rate; 2) For highest company Customer Satisfaction Rate.

Accepted promotion to Sr. Credit Analyst to purchase or decline customer credit applications as well as to increase penetration while supporting corporate policy on losses. Performed as floor lead for 7 credit analysts addressing 100+ Dealer calls including escalated issues focused on credit decisions. } Reviewed and made appropriate decisions on all subprime credit profiles optimizing company’s application approval rate, penetration, and ROI. } Thoroughly analyzed and oversaw Dealers support levels, i.e., penetration and spread of business support.NOTABLE ACCOMPLISHMENTS In first 3 months, grew district penetration by 15% while complying with corporate goals for Forecasted Loss.  Selected from team of 80 Credit Analysts to collaborate in formulation, establishment and implementation of new Credit Analysis Procedures as well as Credit Purchasing Program (ACAPS).