Experience

Cars and Credit Master

• United States
• Retail Motor Vehicles
• 1 - 100 Employee

• Loss Mitigation Manager

  • Jan 2023 - Present



Capital One

• United States
• Financial Services
• 700 & Above Employee

• Unit Manager

  • Sep 2020 - Jan 2023



Goldman Sachs

• United States
• Financial Services
• 700 & Above Employee

• Back Office Team Lead

  • Jan 2020 - Sep 2020



Capital One

• United States
• Financial Services
• 700 & Above Employee

• Sr. Unit Manager

  • Jun 2000 - Nov 2019

  Capital One Auto Finance, Plano, TX 08/2007 - Present Principle Associate, Customer Experience Team 06/2018 - 11/2019 Managed a team of 14 associates at the Principal Coordinator level, supporting Loss Mitigation, focused on ensuring customers receive industry leading service and support. Oversaw daily execution of Customer Contact Preferences process including; Cease and Desist (C&D), Do Not Call (DNC), and Telephone Consumer Protection Act (TCPA). Monitor customer satisfaction with Net Promoter Score (NPS) research and analysis, the B.E.S.T. Call Monitoring process, and Associate Incentive Monitoring process. Principle Associate, Customer Advocacy Team (CAT) 03/2015 - 06/2018 Sustained a team of 65 associates in Plano and Tulsa, in analysis, decisions, and response to customer escalations and complaints across Loss Mitigation. Provided areas of opportunities to each department serviced through analysis and reporting, preventing and addressing customer escalations and complaints, with the intent of decreasing escalation volume. Principle Associate, SCRA Department 04/2013 - 03/2015 Managed the SCRA Collections, SCRA Unwinds, and SCRA Operations teams; comprised of two Unit Manager direct reports and 24 operational associates, processing accounts to/from SCRA Protection and collection activates related to SCRA accounts. Unit Manager, Reinstatement Department 07/2010 - 04/2013 Oversaw a team of 23 Senior Coordinator associates, providing customers who had been recently repossessed with available options to have vehicles returned. Negotiated past due balances/fees and discussed reinstatement options while offering multiple solution tools such as extensions, fee reduction/wavier, and the opportunity to collect personal belongings. Unit Manager, Repossession Department 08/2007 - 07/2010 Directed a team of 25 associates collecting on loan accounts pre- and post-repossession assignment. Show less