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
undefinedTimeline
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
ACA) 6Sigma Black Belt Certification - undefined
Leadership Management Certification - undefined
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