Essence Ford
Douglasville,GA
Summary
Highly motivated and results-driven professional with six years of experience in management and administrative support. Possessing a proven track record of success in leading and managing teams of up to twenty agents. Consistently demonstrated the ability to drive productivity, improve efficiency, and exceed performance targets. With a strong focus on customer satisfaction and employee engagement, developed and implemented strategies that have resulted in increased revenue and improved customer retention rates. Responsible for overseeing the day-to-day operations of the team, including training, coaching, and performance management. Developed and implemented policies and procedures to ensure compliance with company standards and regulations.
Overview
7
7
years of professional experience
Work History
Manager - Collateral Management (Impounds)
Hyundai Finance
04.2023 - Current
- Responsible for managing impound process and ensuring efficient and effective recovery of impounded vehicles.
- Overseeing team of impound staff and building strong relationships with key stakeholders, including impound yards, law enforcement agencies, and customers.
- Successfully managed team of impound specialists and ensured timely disposition of all collateral for the company.
- Utilized financial management skills to analyze and report company’s portfolio of impounded collateral.
- Facilitated negotiations between customers, law enforcement agencies, and other external stakeholders to find resolutions in high-stress situations.
- Maintained effective communication across numerous departments, including legal, compliance, and collections teams, to ensure that all components of the impound process were up to the standards of the company.
- Developed and implemented procedures for organizing and tracking impounded vehicles to increase operational efficiency and minimize risk to the company.
- Ensure timely and accurate reporting of impound-related data and metrics.
Manager - Collection Operations(PDS)
Hyundai Capital America
08.2020 - 04.2023
- Actively lead individual/team coaching sessions with focus on developing relationships that encourage reflection and help team members to improve performance, personal effectiveness, and impact.
- Participate in department level performance coaching initiatives and individual coaching sessions with leadership.
- Held team members accountable for performance and behaviors as outlined in Company and Department policies and procedures; including but not limited to attendance, performance, prohibited conduct, compliance, and quality.
- Successfully managed team of collection specialists and led a team to meet or exceed monthly collection goals.
- Reviewed and analyzed collection reports to identify areas for improvement and make data-driven decisions.
- Conducted regular audits of collection calls to ensure compliance with company and industry regulations.
- Collaborated with internal teams to develop strategies to prevent delinquencies and improve customer satisfaction.
- Maintained effective communication across numerous departments to ensure compliance and best practices for collection efforts.
Credit Analyst/ Rotation Program
Hyundai Capital America
09.2019 - 08.2020
- Evaluate team members with focus on development and improved performance.
- Coach towards daily goals and areas of opportunities.
- Create competitions to increase morale and performance.
- Send daily reminders to help team members stay focused on goals.
- Create monthly development plans for each team member for performance improvement.
- Promoted positive work environment to keep team motivated and encouraged.
- Conducted financial underwriting and risk analysis of current and potential clients using financial analysis tools and techniques.
- Analyzed financial statements, credit reports, and other financial data to evaluate creditworthiness of customers and prospects.
- Developed and maintained credit profiles for clients and prospects and presented reports detailing creditworthiness and risk levels to decision-makers.
- Collaborated with internal sales teams to develop customer-specific credit strategies, terms, and limits for credit lines and structured finance transactions.
- Maintained ongoing communication with credit team members and internal and external partners to ensure adherence to credit policies, procedures, and compliance regulations.
Customer Service/Lease End Analyst
Hyundai Capital America
09.2016 - 06.2019
- Handle general incoming calls and respond to emails received.
- Service customer inquiries to provide respectful, knowledgeable, helpful, and convenient service for customers for all aspects of automotive finance for Retail contract and Lease products.
- Provided exceptional customer service utilizing increased product knowledge and experience resulting in increased productivity within the role.
- Ensure all requests are processed within HCA's timeframes and adhere to HCA's policy and procedures as well as complying.
- Answer customer inquiries related to Hyundai Capital America products and services.
- Resolve customer issues and complaints in timely and professional manner.
- Provide guidance and support to customers regarding their accounts, payments, and other related matters.
- Work closely with dealerships and other Hyundai Capital America departments to ensure seamless customer experience.
- Provide exceptional customer service to all customers.
Education
ASSOCIATE OF SCIENCE - ACCOUNTING
ATLANTA TECHNICAL COLLEGE
ATLANTA, GA01.2013
Skills
- Performance Management
- Strategic Planning
- Staff Development
- Performance Improvement
Timeline
Manager - Collateral Management (Impounds)
Hyundai Finance
04.2023 - Current
Manager - Collection Operations(PDS)
Hyundai Capital America
08.2020 - 04.2023
Credit Analyst/ Rotation Program
Hyundai Capital America
09.2019 - 08.2020
Customer Service/Lease End Analyst
Hyundai Capital America
09.2016 - 06.2019
ASSOCIATE OF SCIENCE - ACCOUNTING
ATLANTA TECHNICAL COLLEGE
Similar Profiles
Steven DalipisSteven Dalipis
Regional Sales Training Manager (VIC – TAS) at Hyundai Capital Finance AustraliaRegional Sales Training Manager (VIC – TAS) at Hyundai Capital Finance Australia
MATTHEW WEBERMATTHEW WEBER
FINANCE MANAGER at SEIDEL HYUNDAI (FORMERLY SAVAGE HYUNDAI)FINANCE MANAGER at SEIDEL HYUNDAI (FORMERLY SAVAGE HYUNDAI)
MIGUEL A. REYNOSOMIGUEL A. REYNOSO
Service Director at Harbor Chevrolet/Hyundai, Hyundai CarsonService Director at Harbor Chevrolet/Hyundai, Hyundai Carson
Tyleshia WarrenTyleshia Warren
Advanced Medical Support Assistant at Atlanta VA Medical CenterAdvanced Medical Support Assistant at Atlanta VA Medical Center
Carmel PetersonCarmel Peterson
Fraud Investigator at MBO PartnersFraud Investigator at MBO Partners