Experience

Utah Department of Agriculture and Food

• United States
• Government Administration
• 1 - 100 Employee

• Internal Audit Manager

  • Jan 2023 - Present

  United States



American Credit Foundation

• United States
• Financial Services
• 1 - 100 Employee

• Chief Operating Officer

  • Sep 2020 - Jan 2023

  Midvale, Utah, United States • Member of the Executive Management Team, contributing to corporate strategy, innovation, continuous improvement, culture, and financial goals, reporting to the Board of Directors quarterly • Implemented corporate strategy to expand company by over 200% from 2005-2015 • Executive Leadership, oversite, strategy and execution for all debt management operations, processes, quality, and financial objectives for a $5M non-profit agency • Proactively accessed and reported corporate staffing… Show more • Member of the Executive Management Team, contributing to corporate strategy, innovation, continuous improvement, culture, and financial goals, reporting to the Board of Directors quarterly • Implemented corporate strategy to expand company by over 200% from 2005-2015 • Executive Leadership, oversite, strategy and execution for all debt management operations, processes, quality, and financial objectives for a $5M non-profit agency • Proactively accessed and reported corporate staffing needs to Executive Management team and led the hiring and training of all personnel • Successfully maintained responsibility over the following positions: client accounting processes, applying credits, check runs, direct bank wires, Mastercard transactions to ensure on-time, quality, and accurate reporting • Launched a new department by combining credit counselors and customer service representatives to enhance operations, strategy, efficiencies, quality, and training; this resulted in lowering the new client Never Pay percentage from 12% to 2% and an increase in monthly revenue by $10K • Implemented dual control for client check run accounting process and closed-circuit camera system to provide higher security compliance increasing creditor score card grade and contribution percentage by 3% annually (>$3K in revenue) • Integrated lead management software with client database software increasing data entry efficiency and saving $20K per year in software fees • Created and launched Clean Desk Policy improving security, our creditor score card, and productivity increased by 8% improving efficiency and response times • Developed a visitor plan, enforcing IP security measures to improve creditor score card and increasing creditor contributions by 2% ($2K in revenue) • Established client retention tracking adding to KPI’s and a 10% decrease in Never Pay percentage • Executive oversight and accountable for corporate Quality Operations

• Credit Counseling/Sales Manager

  • Sep 2019 - Sep 2020

  Midvale, Utah, United States • Designed a Credit Counseling Module covering session objectives, definitions, counseling structure and guidelines applicable to Full Budget Analysis, review, options, and solutions to standardize the counseling process that improved close percentages by 5%. • Refocused team strategy and goals as it pertained to the purpose of the counseling session, this increased debt management quotes by 25% • Collaborated with internet marketing manager to execute a Free Booklet campaign increasing… Show more • Designed a Credit Counseling Module covering session objectives, definitions, counseling structure and guidelines applicable to Full Budget Analysis, review, options, and solutions to standardize the counseling process that improved close percentages by 5%. • Refocused team strategy and goals as it pertained to the purpose of the counseling session, this increased debt management quotes by 25% • Collaborated with internet marketing manager to execute a Free Booklet campaign increasing Booklet mailings by 102% • Increased Counselor accountability and empowered higher decision making incentives resulting in more professional performance outcomes

• Creditor Relations Officer/Grant Writer

  • Jan 2005 - Sep 2020

  Midvale, Utah, United States • Successfully controlled and evaluated 3rd party vendors and critical suppliers • Responsible for maintaining creditor relationships and ensuring constant up to date compliance • Monitored credit score cards and inserted process changes and applicable training to maintain high scores in all categories • Ensured current database upgrades needed for proper delivery of automated processes in order to comply with creditor requirements and client accounts • Successfully completed… Show more • Successfully controlled and evaluated 3rd party vendors and critical suppliers • Responsible for maintaining creditor relationships and ensuring constant up to date compliance • Monitored credit score cards and inserted process changes and applicable training to maintain high scores in all categories • Ensured current database upgrades needed for proper delivery of automated processes in order to comply with creditor requirements and client accounts • Successfully completed creditor due diligence applications and questionnaires to demonstrate adherence to creditor requirements and information security • Served as the primary grant writer and procured $2,056,848.00 in grants over 8 years

• Quality Manager

  • Jan 2002 - Sep 2020

  Midvale, Utah, United States • Successfully facilitated the original quality certification to ISO 9001:2000, the re-certification to ISO 9001:2008 standard. • Effectively wrote, compiled, and implemented an entirely new Quality Management System (QMS) to the new ISO 9001:2015 quality standard and obtained certification to that standard via BSI third party auditor • Elevated auditor status to Lead Auditor from RABQSA Exemplar Global for ISO 9001:2015 • Trained and mentored three Internal Auditors for ISO 9001:2015… Show more • Successfully facilitated the original quality certification to ISO 9001:2000, the re-certification to ISO 9001:2008 standard. • Effectively wrote, compiled, and implemented an entirely new Quality Management System (QMS) to the new ISO 9001:2015 quality standard and obtained certification to that standard via BSI third party auditor • Elevated auditor status to Lead Auditor from RABQSA Exemplar Global for ISO 9001:2015 • Trained and mentored three Internal Auditors for ISO 9001:2015 standard • Successfully organized, compiled, and presented Management Review to Top Management and Board of Directors, resulting in continuous improvement opportunities. • Organized Internal Audit team, created Internal Audit Programs, Internal Audit checklists and audit reports for audit metrics against the quality standard ensuring compliance readiness at all times. • Maintained positive and negative feedback logs, maintained BBB A+ rating. • Performed Root Cause Analysis for processes as part of Continual Improvement

• Customer Service/Front Desk, Data Entry Manager

  • Oct 2001 - Sep 2020

  Midvale, Utah, United States • Effectively hired, trained, and managed activities for three departments including 10 Customer Service Representatives, 3 Front Desk positions, and 4 Data Entry positions. • Implemented and coordinated input/output flows between all three departments ensuring effective work flows while minimizing mistakes. • Implemented weekly departmental review meetings to monitor employee morale, workloads, and industry trends for continual improvement. • Successfully managed personnel issues… Show more • Effectively hired, trained, and managed activities for three departments including 10 Customer Service Representatives, 3 Front Desk positions, and 4 Data Entry positions. • Implemented and coordinated input/output flows between all three departments ensuring effective work flows while minimizing mistakes. • Implemented weekly departmental review meetings to monitor employee morale, workloads, and industry trends for continual improvement. • Successfully managed personnel issues within all departments.



Griffin's Golden Glow

• Utah Auto Auction Wholesale Facility, Executive Operations Manager

  • Jul 1996 - Oct 2001

  Woods Cross, Utah, United States • Successfully managed the company’s highest volume store while making improvements and bringing production to a new and higher level. • Decreased product usage by 3% while maintaining quality. • Redesigned final production phase, increasing facility production by 60%. • Received the highest rating of 5 by General Motors Corp. for quality on 2 consecutive audits. • Lowered turnover rate by 30% by being an effective leader. • Received manager of the year award 3 consecutive… Show more • Successfully managed the company’s highest volume store while making improvements and bringing production to a new and higher level. • Decreased product usage by 3% while maintaining quality. • Redesigned final production phase, increasing facility production by 60%. • Received the highest rating of 5 by General Motors Corp. for quality on 2 consecutive audits. • Lowered turnover rate by 30% by being an effective leader. • Received manager of the year award 3 consecutive years. • Revised and implemented QC protocol which was then instigated company wide. • Promoted, trained, and managed 3 assistant managers and 5 lead positions. • Maintained a perfect safety record in accordance with OSHA standards.

• Retail Store Manager

  • Jul 1994 - Jul 1996

  Woods Cross, Utah, United States • Promoted from Assistant Manager to Store Manager after exhibiting strong leadership skills. • Increased store production by aggressively marketing in person to local auto dealerships and businesses. • Maintained increased store production while providing improved quality. • Facilitated the implementation of a new product, “Utah Harsh Weather Package” for wholesale and retail markets resulting in increased store profit margins of 12%.

• Retail Store Assistant Manager

  • Jun 1992 - Jul 1994

  Woods Cross, Utah, United States • Effectively supported the store manager in all their areas of responsibility and successfully assumed all their roles in their absence while maintaining high quality and desired store production.

• Polishing Bay Lead

  • Aug 1991 - Jun 1992

  Woods Cross, Utah, United States • Successfully led line workers in the polishing bay at a high volume auto detail facility by setting and keeping a strong work pace with achieving desired quality and precision. • Modified procedure order resulting in higher output with maintaining quality.

• Polishing Bay Line Worker

  • Apr 1991 - Aug 1991

  Woods Cross, Utah, United States • Mastered the techniques associated with polishing vehicle paint by utilizing the accurate machine wheel and hand speeds while using the optimal polishing and cutting compounds with the appropriate type of buffing pad.