Passionate leader with demonstrated success delivering mission-critical results in the Consumer Financial Services industry. Dedicated to continuous improvement of the Customer experience and portfolio health, through the development of strategy, people and processes.
Six Sigma Certified
Enhancing Brand Recognition
Budgets & P/L
Quality and Compliance
Capital One Circle of Excellence and HSBC Presidents Award Recipient.
Managed seamless Operations through $13B Auto portfolio acquisition.
Created start-up Customer Service Department which handled 65,000 calls monthly within 60 days of start.
Successfully lead Six Sigma project resulting in a 23% increase in Funded Auto loans per Application.
Streamlined Reinstatement process through policy, measurement and procedural enhancements, which resulted in reducing turn times from 20 days to <5 days="" to="">5>
Operations Executive, 08/2015 － CurrentBalance Credit － Plano, TXSuccessfully launched on-shore call center for start-up FinTech company. Established process controls and data capture methodologies for KPI's. Design and implement Consumer portfolio management strategies while driving brand recognition, ensuring compliance to regulations, and developing future talent.
Vice President of Servicing - Auto Finance, 10/2012 － 07/2015Exeter Finance － Irving, TXWith an emphasis on Loss Mitigation and Cost Management, direct overall performance of Inbound Customer Service, Electronic Correspondence, Reinstatement Dept., Complaint Resolution team, and Account Maintenance functions for a $4B sub-prime auto portfolio. Created Call Quality and CSAT program, implemented performance based metrics. As a partner with Compliance, managed the remediation of multiple potential compliance events and process enhancement initiatives.
VP Collections Employee Development, AVP Direct Originations, AVP Servicing - Auto Finance, 12/2004 － 08/2012HSBC Auto - Santander Consumer USA － San Diego and Lewisville, CA, TXContributed in key leadership positions in both the Originations and Servicing Operations team. Launched HSBC Direct Auto Loan Operations Group. Directed Inside Sales staff of 200 FTE and over 100M in monthly originations. Drove conversion rates by 23% though Six Sigma project leadership. Selected to Leadership team responsible for $13B auto portfolio and staff conversion to Santander. Assigned and relocated as Site Director for Citi Auto portfolio conversion in Ft. Mill, SC.
Department Manager - Collections, Quality Assurance, Sr. Unit Manager - Card Operations, 07/1998 － 01/2003Capital One － Irving, TX