Mitchell Sitton
Ashburn,VA
Summary
Management ll Adherence to Policy and Procedure ll Customer Service ll Motivating and Training ll Collections ll Attention to Detail II Analyzing Reports ll Strong Communication Skills II Adherence to Compliance ll Negotiation II Problem Solving
Overview
23
23
years of professional experience
Work History
Unit Lead (60-90 Day Collections & 30-59 Day Collections)
- Supervised, directed, and coordinated all auto loan collection activities
- Assigning accounts for repossession
- Held call and account calibrations
- Provided account review and oversight to ensure proper skip efforts were completed
- Provided weekly coaching and counseling sessions with call center agents
- Managed and monitored employee schedules, attendance, and paid time off
- Supervised a team of ten direct reports in a call center environment.
Team Supervisor
- Supervised collections staff and specialty teams, including disability, total loss, and resource management
- Conducted regular staff meetings to communicate targets, goals, policies, and procedures
- Created and implemented employee action plans to improve performance
- Performed business development activities and created new strategic dealer relationships
- Managed a team of twelve direct reports in a call center environment.
Red Carpet Lease Specialist
- Applied aggressive problem-solving techniques to provide outstanding customer service
- Assisted automobile lease customers with tax and registration processes
- Researched and imaged documents to resolve customer disputes.
Area Sales Manager
04.2021 - Current
- Relationship building
- Work with Toyota and Lexus owners and executive managers to develop strategic marketing initiatives to drive business and improve customer loyalty
- Increase insurance penetration and market share
- Identify areas of opportunity and position products to generate additional volume
- Advocate for the customer and the Dealer while at the same time protecting the interests of Toyota and Lexus
- Monitor dealership KPI objectives and review performance with dealership management
- Collaborate with the area team and regional management to meet Toyota and Lexus goals and metrics.
Dealer Support Analyst
04.2020 - 04.2021
- Primary contact both internally and externally for dealer support issues
- Resolve dealer support issues in accordance with SLA’s and execute on standardized dealer processes to improve dealer satisfaction
- Drive sales administration activities such as order forms and HQ initiatives
- Track all dealer servicing issues and ensure ASMs know the status of all issues being managed by logging SRM.
Credit Supervisor
07.2015 - 04.2020
- Monitor and evaluate associate performance levels to meet projected needs and department objectives
- Managed escalated calls from dealers as well as escalated issues that require attention from our corporate and regional offices
- Prepare and monitor work assignments of all associates and resolve any department backlogs to ensure maximum service and productivity
- Resolve associate performance issues or refer them to the Dealer Services Operations Manager
- Maintain quality dealer relations with all DSSO’s dealer base and meet the market share objective
- Review monthly compliance reports and addressed any opportunities for improvement! Train New team members and cross train on compliance within the department to share knowledge.
Credit Analyst
11.2013 - 07.2015
- Maintain callback time at or below company-established objectives
- Cultivates and preserves strong relationships with dealership personnel
- Provides constructive feedback to the Credit Supervisor on both the Credit Investigator and Contract Analyst
- Assists in the Credit Department as needed
- Advise the supervisor and management of any problems or irregularities pertaining to retail, lease, or wholesale financing, breeches of trust, or other violations of TMCC plans
- Monitor dealer trends and reports adverse issues to management
- Assist in the wholesale areas as needed
- Analyzes and make decisions on retail and lease offering while providing the highest level of service to dealers.
Credit Manager
EXETER FINANCE CORP
06.2012 - 11.2013
- Assist in the development and /or maintenance of dealer relationships that ensure volume objectives and credit quality
- Review credit exceptions and determine their approval or denial within credit authority established
- Recommend decisions to AGM/AAGM on approvals outside credit authority
- Ensure compliance within applicable policies and procedures
- Ensure branch office cooperation with other departments to maximize efficiency within the company.
Underwriter
AMERICAN CREDIT ACCEPTANCE
08.2011 - 06.2012
- Decision loans in timely manner, within company and program guidelines
- Handle dealer calls while addressing and resolving issues
- Analyze and decision credit loans based on credit and stability attributes
- Queue management.
Assistant Collections Manager
Hyundai Motor Finance
08.2009 - 06.2011
- Decrease losses by reducing operational losses and charge offs
- Assisted other departments with collection and operational issues to achieve performance goals
- Reconciled charge off reports to ensure charge off accuracy at month end
- Responsible for 80% resolution of all accounts monthly
- Provided weekly coaching and counseling sessions with call center agents
- Managed a team of seven direct reports in a call center environment.
Assistant Branch Manager / Collections Supervisor
United Auto Credit Corporation
08.2006 - 06.2009
- Supervised, directed, and coordinated all auto loan collection activities
- Ensured collections activities were compliant with corporate, local, state, and federal regulations
- Monitor and control collection activity and portfolio performance operating below established limits
- Supervised and directed administrative support activities including verification, loan funding, payment processing and title and insurance follow-up
- Maintaining charge-off level at or below 4.75% of net outstanding annually
- Established gross retail sales of $100,000 in first full month of operations
- Meet or exceed retail sales target volume of $750,000 per month
- Cultivated and maintained positive dealer relations throughout regional territory
- Performed business development activities and created new strategic dealer relationships
- Forecast potential monthly charge-offs and delinquency
- Managed four direct reports in a branch environment.
Dealer Credit Analyst
Ford Motor Credit
06.2000 - 03.2006
- Analyzed dealer financial statements and prepared dealer credit files based on standardized internal criteria
- Monitored dealer risk through financial statement analysis and credit package preparation
- Assisted Dealer Service Analyst in the analysis of consumer credit applications when necessary
- Assisted Dealer Account Managers in the identification of financial risk and obtaining dealer records
- Reconciled spreadsheets and credit line requests within company guidelines.
Education
Business Administration - Economics
Kennesaw State University
Business Administration -
Troy University
01.2022
Business Administration Program -
Strayer University
01.2004
Economics
University of South Carolina
01.1994
Timeline
Area Sales Manager
04.2021 - Current
Dealer Support Analyst
04.2020 - 04.2021
Credit Supervisor
07.2015 - 04.2020
Credit Analyst
11.2013 - 07.2015
Credit Manager
EXETER FINANCE CORP
06.2012 - 11.2013
Underwriter
AMERICAN CREDIT ACCEPTANCE
08.2011 - 06.2012
Assistant Collections Manager
Hyundai Motor Finance
08.2009 - 06.2011
Assistant Branch Manager / Collections Supervisor
United Auto Credit Corporation
08.2006 - 06.2009
Dealer Credit Analyst
Ford Motor Credit
06.2000 - 03.2006
Unit Lead (60-90 Day Collections & 30-59 Day Collections)
Team Supervisor
Red Carpet Lease Specialist
Business Administration - Economics
Kennesaw State University
Business Administration -
Troy University
Business Administration Program -
Strayer University
Economics
University of South Carolina