Navigator Acceptance
June 2008 – August 2010
Vice President
Atlanta, Georgia
Responsibilities and Achievements include -
· Reduced delinquency by 80% and charge-off rate by 60% for a $100M Deep Sub-prime automotive portfolio
· Increased sales 26% by maintaining 60%+ approval rate, 80% funding ratio, and average credit decision time of 15 minutes or less
· Manually Processed over 15,000 credit applications and provided over 6,200 hours of credit service for Prime to Deep Sub Prime clients (490 FICO +)
· Regularly completed Late Stage Collections account review, Charge off review, and provided Collections Management for Account Servicing with 3% average 30 day plus delinquency
· Developed Automated Custom Credit Scoring System with Microsoft Excel
· Opened new Loan Origination and Servicing Call Center
· Took Manchester, Inc. out of Bankruptcy and turned into profitable Navigator Acceptance in 18 months
· Created Loan Origination Policies, Procedures, and Documentation
· Initiated internal Risk Modeling for enhanced Loss mitigation
· Created monthly Credit and Risk reporting
· Ensured Regulatory Compliance with Credit Underwriting and Loan Origination
Harley-Davidson Financial Services
(Eaglemark Savings Bank)
1998 – 2008
Director of Information Technology Program Management
Carson City, Nevada
Responsibilities and Achievements include -
· Created and implemented the new Deallink® proprietary Internet Loan application and in-house Loan Origination System with automated Document Generation functionality
· Completed Request for Proposal, Vendor Selection, and Budget Forecasting
· Developed and Managed Project Management Plan including Scope, Microsoft Project Plan, Change Management, Risk Assessment and Mitigation Plan, 1300 page Business Requirements Documents, and Business Process re-engineering
· Managed User Acceptance Testing, Defect tracking and resolution, User training and manual
· Implemented new system on original time line, under 10 months, and on budget of $10.5M
o Achieved $2.0M annual savings in headcount requirements
o Provide an increase in market share of 5%, which was already at 70%
o Increased Customer Satisfaction rating with dealer group by 25%
o Provided IT platform to offer more products and services
o Increased compliance to loan policies and procedures through higher automation of underwriting and funding processes
Director of Operations and Customer Service
Carson City, Nevada
Responsibilities and Achievements include –
HDFS increased Loan Consumer and Commercial Loan Portfolio from $400M to over $5.0B with a 25% average ROE, and increasing net income from $21M to over $213M, a 914% increase, while maintaining 1.0% Charge Off Rate
· Lead Call and Loan Operations Servicing Center for Prime and Sub-Prime Consumer installment loans and Vehicle Insurance Agency with over 150 direct reports
· Redesigned the business processes, staffing schedules, and work assignments to reduced average processing time of over 450,000 credit applications by 75%, while reducing cost per application by 35%, and decreasing dealer and customer abandonment rates from 10% to under 2% with 30% increases in call volume
· Managed Capital budget of $43M annually, with application and loan volume was increasing 30%+ per year and expense budget was only increasing 5-8% per year
· Implemented the following annual Corporate Major Strategic Initiatives:
o Auto-Decisioning of our credit applications to a 50% automated level, saving the company $2.0 M annually in headcount expenses
o Risk Based Tiered Pricing, which increased our market penetration from 17% to over 70% in 5 year period
o Self Directed Cross Functional work teams, which enhanced the first call resolution metrics for our dealers and customers, and increased the value-added activities of the teams for highest employee satisfaction scores from Burke & Associates
o Opened two additional loan origination and servicing centers to handle the additional volumes
· Reno, Nevada for part-time seasonal loan underwriters and collectors to handle peak volumes
· Plano, Texas to take advantage of a larger full time employee pool for load balancing and to mitigate risks associated with Business Disaster of the primary call center
o Quality Continious Improvement Process, PDCA, working with Malcolm-Baldridge examiner
· Developed Key Objective Operational Plans and Forecasted staffing requirements for the customer service and loan operations departments
· Created and implemented the Key Performance Indicator (KPIs) metric reporting and analytics processing for operations, including performance monitoring, staffing assignments and requirements, and productivity metrics to determine Opportunities for Improvement
· Started up Eaglemark Savings Bank, an Industrial Loan Charter Bank, and Restructured main Business Model from an Indirect Sub Prime Lender to a Direct Multi-tiered, Risk Based Pricing Lender
· Received the highest scores by the Federal Reserve for three CAMEL, Safety and Soundness, and Fair Lending exams by the Federal Reserve and State of Nevada Banking Regulators with Eaglemark Savings Bank
· Created the Consumer and Commercial Fleet leasing programs for North America, policy and procedures
· Provided key leadership on the HDFS Risk Committee, Pricing Committee, Policies and Procedures Committee, Information Technology Steering Committee
· Completed annual Benchmark visits of other automotive lenders and was actively involved with our internal audits with McKinsey & Associates and Benchmark Consulting
Manager of Sales & Marketing
Chicago, Illinois
Responsibilities and Achievements include -
· Managed the internal Sales & Marketing team of 6 members, and exceed sales goals by over 67%
· Completed all new Harley-Davidson Dealer Orientation processes in partnership with the Motor Company
· Launched the new Pivotal Customer Contact system for the sales and marketing department to track loan and insurance product sales metrics in real time, schedule field visits by the Regional Sales Managers, input key dealership relation individuals, and track dealer visit results and follow up items
· Created several key sales reports utilizing Crystal Reports from our Daybreak Loan Origination and Servicing database, our third party extended service plan provider’s database, and feeds from our Credit Life and Disability/Casualty Insurance providers to streamline the process
· Provided KPI reporting to Harley-Davidson Dealership “Twenty Groups” for the Motor Company’s Performance Consulting project
National F&I Performance Consultant
Milwaukee, Wisconsin
Responsibilities and Achievements include –
· Created the Finance & Insurance module of the Motor Company’s newly established Performance Consulting program in cooperation with Anderson Consulting
· Nationally assessed multiple dealerships’ current F & I performance metrics, skill levels of staff members, and mapping out their current sales processes
· Participated in all areas of dealership management, including organizational excellence, inventory management, vehicle sales, F & I sales, and service department management
· Average cost to the dealership was $20,000 and the average increase in net income was $235,000 within 6 to 9 months of joining the program
· Implemented industry F & I best practices to increase customer satisfaction and dealer profitability, we were able to recognize an Average Profit per Vehicle gain of 200%, from average of $300 PPV to $ 650 PPV
· Created of a new Chrome Consultant position in the dealership that would act as a liaison between the sales, services, and parts department, which increased the average parts/service profit per vehicle by 300%, from $200 PPV to $600 PPV
· Developed F & I Manager training program, the HDFS Advance Competency Training I and II, which is state of the art centralized F & I training, which trained over 1,000 F&I Managers over 6 year period
o After completing this HDFS ACT training, the average penetration rates for HDFS F & I products doubled from 20% to 40% with the dealerships
Regional Sales Manager
Indianapolis, Indiana
Responsibilities and Achievements include -
· Marketed retail financing, commercial financing, casualty insurance, extended service plan, commercial insurance and financing, credit life and disability insurance, and GAP insurance to over 105 Harley-Davidson dealerships in a seven state sales territory throughout the Midwest
· Recognized as the top Regional Sales Manager for North America in first year of service, exceeding budget by 182% for sales volume growth of all products
· Created and implemented the successful Consultative Selling Approach within assigned territory, which subsequently was adopted nationally by HDFS and the Motor Company
· Assisted with hiring and training, constructed compensations plans, and tracked performance of F & I/Sales Managers and sales staff in over 25 dealerships
· Awarded with HDFS’s first “Commitment to Excellence” award for developing and implementing consultative selling tools, processes, and “what if” excel spreadsheets templates
Green Tree Financial Servicing Corporation
Consumer & Commercial Finance Divisions
1994 – 1998
District Sales Manager
Indianapolis, Indiana
Responsibilities and Achievements include -
· Solicited Consumer and Commercial Financing to over 120 active dealerships and 250 prospective dealerships in the state of Indiana
· Promoted Financial Services to Recreational Vehicles, Marine products, Power Sport products, Horse and Cargo Trailers, and Musical equipment dealerships and businesses
· Awarded the highest percent of budget for retail financing of motorcycles of 213%, and most new dealer activations in company, which was 95 new accounts
· Signed up the two largest Recreational Vehicle Dealers in world, Stout’s RV and Tom Raper RV, for Consumer and Commercial lending, which provided over $185M in consumer and commercial receivables to Green Tree Financial Services
· Reviewed dealer application packages and financial statements for Retail and Commercial lending activation
· Completed inventory collateral inspections and filed consumer collection calls
Commercial Lending Manager
Clayton, Missouri
Responsibilities and Achievements include -
· Managed 150 commercial finance dealership accounts in the Michigan, Ohio, Indiana, Kentucky, and Tennessee markets, which consisted of manufactured housing, recreational vehicle, and marine products with over $60M in outstanding receivables
· Responsible for reviewing dealer credit files for daily over-line orders and permanent credit line increases
· Supervised and trained two Area Service Representatives and four Dealer Service Representatives; maintaining maximum current and total delinquency rates to under 5% of monthly interest charges
· Processed over $250M in buyouts of outstanding inventory from over 10 competing commercial lenders
· Resolved 15 Sold Out of Trust commercial accounts with zero losses, while maintaining positive consumer lending relationships with the dealers
Commercial Credit Manager
St. Paul, Minnesota
Responsibilities and Achievements include -
· Underwrote, processed, and approved over 1,200 commercial dealer files, resulting in creating over $1.0B in commercial credit lines in 6 months
· Increased the commercial outstanding receivables from $20M to over $500M, exceeding 250% of 1995 annual budget
· Completed $170M in buyouts of commercial accounts from over 50 competing commercial lenders
· Maintained total delinquency to under 7% and current delinquency to under 4% of monthly billed interest charges
· Managed bad debt charge-off amounts to less than $100,000, with an annual bad debt reserve of over $2.5M
· Opened up the new Commercial Finance Division in six months with a staff of 10 full time and 15 temporary employees
· Created and implemented credit, operations, and portfolio control policies and procedures; new commercial operations reports
· Enhanced the Consumer retail installment systems to handle Commercial Paid as Sold accounts
Bank of America, FSB
1989 - 1994
Account Executive
Traverse City, Michigan
Field Representative
Indianapolis, Indiana
Penn Corp Financial Services, Inc.
1988 – 1989
Marketing Representative
Indianapolis, Indiana
Education:
Master of Business Administration – University of Nevada, Graduation Date: May 2008 (GPA 3.85)
Bachelor of Science – Finance – Indiana University, Graduation Date: August 1988
American Financial Services Association Management Development Program (University of North Carolina, July 2004) Class President
Beta Gamma Sigma – International Honor Society of Collegiate Schools of Business
Alpha Tau Omega – National Fraternity
Professional Training:
Malcolm Baldrige Quality Program
New Horizons Technical Training – Advanced Certification with Microsoft Excel, Access, Project, World, PowerPoint
Life, Accident, and Health Insurance License – State of Indiana
Situational Leadership I & II – Ken Blanchard Company
The College of F&I Knowledge – Sales Systems Training
Line of Sight with Performance Score Cards – Richard Chang Associates
Targeted Selection – DDI
Orchestrating Team Performance – Tracom Group
Leadership Coaching – Communicon, Inc.
Developing Executive Leadership – American Management Association
Multi-Project Management – American Management Association
National Account Management – American Management Association
Essential Skills for Managing Projects – Martin Training
Maximizing Communication Skills – Executive Technique – Connellan Group, Inc.
Fair Lending Training – Compliance Coach
Power of Networked Teams – Pamela Shockley-Zalabak |
