Demosthenese (Buck) Phillips
Waukegan,IL
Summary
Highly efficient Dealer Support Supervisor with comprehensive experience in overseeing the funding process within established guidelines. Possess strong leadership skills, adept at managing a team to ensure accuracy and efficiency planning. Successfully implemented strategic initiatives that improved operational efficiency and facilitated growth. Demonstrates strong financial acumen, negotiation skills, and ability to analyze complex data for decision-making purposes.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Dealer Support Supervisor
VOLKSWAGEN CREDIT, INC.
Libertyville
05.2017 - Current
- Train and conduct meetings on legal compliance and policy changes
- Manage employees and team performance; provide new employee training, develop coaching, and adhere to department policies and procedures
- Serve as a coach for performance and development needs
- Partner with field personnel to resolve dealer/customer issues
- Handle escalated dealer calls/issues
- Provide technical expertise and direction to the team regarding loan programs and underwriting guidelines.
Collections Supervisor
VOLKSWAGEN CREDIT, INC.
Libertyville
03.2006 - 04.2017
- Identify areas of improvement, determine solutions, implement enhancements/changes to improve operations, standards, and results
- Monitor individual performance and provide timely feedback to employees.
- Provide direct supervision of the assigned team(s), recruit, train, develop, coach, and provide performance evaluations
- Supervise daily operations of the team, including but not limited to establishing mutual goals, assigning tasks, and maintaining schedules.
- Analyze the team's phone measurements to ensure client calls are being answered in a timely manner.
Enterprise Support Group (Operations Support Team)
VOLKSWAGEN CREDIT, INC.
Libertyville
09.2004 - 03.2006
- Research, monitor, and document systemic and operational business requirements/practices to ensure processes are in alignment with strategic initiatives.
- Identify changes and opportunities, and initiate discussion of the same with operational leadership.
- Create, review, edit, and publish approved operational guidelines and practice manuals.
- Benchmark, test, and evaluate business workflows at each Automotive Service Center location to identify breakdowns, bottlenecks, and inconsistencies in the processes.
- Build and maintain an archive of process flow documentation for various business units.
- Present analytical findings and recommendations to the Director of Automotive Service Center and appropriate Process Leaders.
Credit Analyst
VOLKSWAGEN CREDIT, INC.
Libertyville
04.2003 - 08.2004
- Effectively analyze credit applications utilizing the current Credit Guidelines and the 'Fair Isaac' credit scoring model to provide a complete assessment of the applicant's credit risk.
- Make recommendations and credit decisions within approval credit authority.
- Maintain above-average buying standards (quality and volume).
- Demonstrate the ability to listen to the dealer's opposing viewpoints with an even disposition during a rehash of a deal.
- Developed dealer and field staff relationships through personal visits to their markets' dealer body and interaction with field personnel.
Customer Accounts Analyst
VOLKSWAGEN CREDIT, INC.
Libertyville
10.1996 - 03.2003
- Contact customers through the use of an auto dialer to determine the reason for delinquency.
- Effectively handle inbound calls by negotiating corrective action for delinquent accounts to ensure the most profitable resolution, while maintaining acceptable handle times.
- Used skip tracing techniques to locate collateral and minimize potential loss situations.
- Resolve delinquent accounts in an ethically responsible manner by mitigating losses and maximizing receivable income.
Education
Bachelor of Arts - Communications Arts and Science
Western Illinois University
Macomb, ILSkills
- Decision-Making
- Adaptability and Flexibility
- Time Management
- Problem-solving abilities
- Analytical Skills
- Conflict Resolution
- Vendor Management
- Excellent people skills
Certification
VWFS Lean Champion Certification Program, 08/10/22
Professionalorganization
Vice President, African & African American Employee Resource Group (A3), 08/01/16 - 08/31/20
Timeline
Dealer Support Supervisor
VOLKSWAGEN CREDIT, INC.
05.2017 - Current
Collections Supervisor
VOLKSWAGEN CREDIT, INC.
03.2006 - 04.2017
Enterprise Support Group (Operations Support Team)
VOLKSWAGEN CREDIT, INC.
09.2004 - 03.2006
Credit Analyst
VOLKSWAGEN CREDIT, INC.
04.2003 - 08.2004
Customer Accounts Analyst
VOLKSWAGEN CREDIT, INC.
10.1996 - 03.2003
Bachelor of Arts - Communications Arts and Science
Western Illinois University
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