Melissa Lovelady

Team Leadership
• Led and mentored a team of Commercial Accounts Analysts and Transportation Coordinators, managed customer orders, shipments, and inbound scrap.
• Optimized staffing and scheduling to ensure team coverage and support for leaves and benefits.
• Promoted knowledge sharing and team growth through experience and education.

Account Management
• Oversaw daily execution of North America order book, aligned with Commercial Director and S&OP Manager priorities.
• Tracked and communicated short-term sales and transportation performance.
• Served as primary point of contact for key customer accounts, resolved issues to maintain satisfaction and plant efficiency.
• Identified sales opportunities and supported market intelligence collection and analysis.

Internal Process Owner
• Facilitated cross-functional collaboration and resolved issues between departments.
• Contributed to annual budget and business plan preparation for North America.
• Led process improvements to optimize materials planning and distribution.
• Guided use of technical resources for customer support and sales.
• Ensured availability of updated training and reference materials.
• Managed accurate expense reporting and supported team member expenses.

Personnel and Vendor Management
• Led personnel and vendors in completing commercial floorplan audits, minimizing portfolio risk.
• Fostered regular, value-added communication with CLS departments to address trends and issues.
• Utilized data analysis, experience, and judgment to identify and communicate potential risk factors.

Risk Management and Communication
• Assessed complex situations to better understand and mitigate risks.
• Communicated dealer risk findings from audits to CLS leadership.
• Corresponded effectively with dealers, vendors, management, and team members.

Process Implementation and Team Development
• Implemented policies and procedures for the commercial lending servicing process.
• Mentored and guided the team through continuous communication, feedback, and performance management.
• Defined goals and performance expectations, conducted evaluations, and offered counseling as needed.
• Participated in interviews and staffing recommendations.
• Ensured compliance with company policies and procedures.

Audit and Risk Management
• Reviewed and evaluated floorplan inventory audit results, identifying and communicating high-risk situations.
• Participated in on-site audits for high-risk scenarios and prepared reporting on audit-related issues.
• Worked with dealer personnel to clear audit exceptions and recommended actions for troubled accounts.
• Supported the handling of problem accounts, including those with SOT, bankruptcy, or liquidation status.
• Assisted the workout group in managing liquidations and participated in due diligence and dealership monitoring processes.

Vendor and Performance Evaluation
• Evaluated and reported on audit vendor performance, focusing on scheduling and quality metrics.

Team Training

• Trained and mentored junior analysts, providing guidance and support to enhance their skills and performance.
• Led training sessions for new analysts, ensuring they understood processes and company standards.
• Provided coaching and development to junior team members, fostering growth and improving team efficiency.
• Onboarded and trained new analysts, ensuring smooth integration into team workflows and systems.

Vendor and Account Management
• Managed daily vendor reporting to locate impounded vehicles and collaborated across business lines for resolutions on impounded, seized, or wrecked vehicles.
• Led biweekly conference calls with repossession vendors to analyze issues and best practices for efficiency.
• Negotiated with impound lots, vendors, and body shops on storage fees, saving TD Auto Finance over $600,000 during tenure.

Process Improvement and Policy Development
• Streamlined departmental processes, ensuring alignment with broader business operations.
• Authored multiple policy and procedure documents, including departmental guidelines.
• Served as a subject matter expert, coaching team members on state laws and managing complex accounts.

Coaching and Performance Management
• Created a coaching culture, supporting team members in professional development.
• Assisted in the creation of PRCSA’s and AQM scorecards, coaching management and AQM on scorecard performance.