Danielle N. Finch
Continuous Improvement Manager, Project Manager
Moore,SC
Summary
Accomplished leader with knowledge in Continuous Improvement, Project Management, Customer Service, and Compliance; Experienced in managing project portfolios, developing, and implementing project management, and driving process improvement initiatives; Highly successful in prioritization, and execution of portfolio of projects; Skilled in engaging and collaborating with diverse stakeholder groups across all organizational levels; Known for exceptional analytical thinking, self-discipline, and a passion for learning and problem-solving; Possesses a proven record of delivering consistent results; Comfortable working in ambiguous situations; Continuously seeking to improve complex processes.
Overview
18
18
years of professional experience
Work History
Manager, Continuous Improvement; Project Manager
American Credit Acceptance
Spartanburg, SC
02.2022 - Current
- Lead Continuous Improvement and Project Management with a focus on customer account remediations, procedure development, monitoring operational quality assurance, and delivering training which resulted in improving processes and strengthening controls
- Leveraged leadership expertise to oversee a team of 6
- Transformed the Continuous Improvement Team from a disengaged workforce struggling to meet SLAs to an engaged workforce meeting SLAs by creating a culture of accountability without micromanagement, creating priorities, eliminating waste, and appropriate staffing
- Implemented an internal process eliminating mailing for remediation communication resulting in a cost savings of $200K
- Developed a team of 6 employees, including the project coordinator with the sole purpose of achieving a common goal
- Collaborated with 2 team members to develop 11 Quality Assurance processes within PowerBi to assist with reducing errors by 60%
- Prepared and present remediation reports to ACA Legal, Compliance leaders, Executives, and the Audit team.
Supervisor
American Credit Acceptance
Spartanburg, SC
12.2020 - 02.2022
- Established the Payment Balancing team with a focus on ensuring timely reconciliation of customer account payments with bank records and prompt resolution of any discrepancies through internal controls
- Perform direct investigations to determine the root cause and resolution of control failures
- Leveraged leadership expertise to oversee a team of 5
- Designed an internal overpayment process eliminating risk and waste to ensure SLAs are met
- Skilled in partnering with diverse stakeholder groups across organizational levels and tailoring communication to suit various audiences
- Enabling a team culture of partnership, accountability, and positive customer experience (for internal and external customers)
- Recognized for developing individual contributors to successful leaders.
Sr. Continuous Improvement Specialist
American Credit Acceptance
Spartanburg, SC
11.2019 - 12.2020
- Partnered and supported the Controllership, Accounting, Credit Reporting and Compliance Teams to review and document current procedures to align with the process
- Promoted a culture of process improvement by identifying opportunities to reduce risk, maximize efficiencies
- Performed direct investigations to determine the root cause of failures and report failures to leadership
- Audited processes to identify areas of improvement, procedures/training documents, and provide training to the team or cross-functionally to the business partner on higher complexity processes
- Reported results of quality reviews to leadership and CMACA (Compliance Monitoring and Corrective Action team)
- Collaborated with other Quality Assurance and Training associates to share best practices
- Involved with testing in the Accounting Workday system
Customer Support
Milliken Group
Spartanburg, SC
01.2018 - 11.2019
- The primary point of contact for Cable Management customers, domestically and internationally
- Utilized the SAP system when entering, tracking, and managing orders
- Led daily meetings internally with customer service, plant leaders, supply chain, and production managers
- Partnered with various shipping companies and provide the necessary paperwork for all international orders
- Provided weekly reporting data to the leadership team
Customer Compliance Coordinator
Adidas-group
Spartanburg, SC
01.2015 - 05.2017
- The primary point of contact for high-profile accounts, Kohl’s, Academy, Costco, Reebok, and Adidas Retail
- Led meetings with internal and external customers, and present to upper management and Sales teams
- Performed investigations into chargebacks, review retailers’ compliance documents
- Provided reporting information regarding chargebacks and negotiations
- Successfully secured $165K in reversals and $147K in avoidances
- Actively participated in projects for Intelligent X-Change and High Radius.
Strategic Customer Service
Adidas-group
Spartanburg, SC
08.2005 - 01.2015
- Subject Matter Expert managing high profile/high chargeback, $ 40 million Kohl’s Adidas apparel, and $ 8 million Kohl’s Reebok footwear acct
- Responsible for VAS services include CPQ, Pre-pack, and U03
- Familiar with Direct Shipping, E-Commerce and Customer Service Order Management policies and processes
- Can confidently use Speedi applications to move orders through EDI processing, make distros from contracts as needed, and maintain customer information and details
- Involved in the following projects: SAP integration team, Product Ambassador, Contract/Call-off
Education
A.B.A - undefined
Baystate College
ACA) 6Sigma Black Belt Certification - undefined
Leadership Management Certification - undefined
Skills
Project Management
Quality Assurance
Archer
Microsoft products (Excel, Project, Outlook, PowerPoint, Word),Zoom
JIRA, SharePoint
Policies and procedures
Onbase
Negotiation
Workday
Improvement initiatives
SAP, Spectrum
Verbal and written communication
Key Performance Indicators
Timeline
Manager, Continuous Improvement; Project Manager
American Credit Acceptance
02.2022 - Current
Supervisor
American Credit Acceptance
12.2020 - 02.2022
Sr. Continuous Improvement Specialist
American Credit Acceptance
11.2019 - 12.2020
Customer Support
Milliken Group
01.2018 - 11.2019
Customer Compliance Coordinator
Adidas-group
01.2015 - 05.2017
Strategic Customer Service
Adidas-group
08.2005 - 01.2015
A.B.A - undefined
Baystate College