Experience

Honda Financial Services

• United States
• Retail
• 1 - 100 Employee

• Senior Manager Customer Care Group

  • Aug 2020 - Present

  Markham, Ontario, Canada - Leads 4 unique divisions, employing 70+ associates, with the goal of providing industry leading customer service experiences for Honda & Acura customers and dealers - Manages budget of $10+ million while ensuring audit compliance - Setting strategic direction for HFS Canadian operations as a member of Senior Management Committee - Track record of leading teams with employee satisfaction scores within “Top 50 best managed companies in Canada” benchmarks - Championed quality… Show more - Leads 4 unique divisions, employing 70+ associates, with the goal of providing industry leading customer service experiences for Honda & Acura customers and dealers - Manages budget of $10+ million while ensuring audit compliance - Setting strategic direction for HFS Canadian operations as a member of Senior Management Committee - Track record of leading teams with employee satisfaction scores within “Top 50 best managed companies in Canada” benchmarks - Championed quality improvement through sponsoring 3 NH Circle Teams (internal 6 Sigma) who won and represented HFS in the North American competition Show less

• Manager - Customer Retention and Remarketing

  • Oct 2013 - Aug 2020

  Markham, Ontario - Transformed the end of term customer experience from a transactional process to a needs-driven retention experience, resulting in enhanced overall corporate retention - Envisioned repair strategy and disposal plan for Takata Inflator recall, coordinating across departments and functions, overseeing end-to-end process and achieving 100% quality control on disposal. - Course-corrected implementation of multi-million dollar internal lease-disposal system, delivering the project on… Show more - Transformed the end of term customer experience from a transactional process to a needs-driven retention experience, resulting in enhanced overall corporate retention - Envisioned repair strategy and disposal plan for Takata Inflator recall, coordinating across departments and functions, overseeing end-to-end process and achieving 100% quality control on disposal. - Course-corrected implementation of multi-million dollar internal lease-disposal system, delivering the project on time with minimal overages - Member of Residual Value committee, providing market insights, and inputting and aligning Residual Value loss forecasts

• Senior Supervisor Sales Support & Marketing

  • Oct 2011 - Oct 2013

  Markham, Ontario - Led first-to-market bi-weekly leasing program in the industry, managing the team that engaged cross-functionally to understand system requirements, and driving efficient decision-making to enable delivery within a tight 9 month window. - Grew extended warranty sales by replacing outdated internal rewards program by tendering new vendor enabling internal time-savings and implementing new points-based incentive system - Owned communication strategy for customer incentive programs with… Show more - Led first-to-market bi-weekly leasing program in the industry, managing the team that engaged cross-functionally to understand system requirements, and driving efficient decision-making to enable delivery within a tight 9 month window. - Grew extended warranty sales by replacing outdated internal rewards program by tendering new vendor enabling internal time-savings and implementing new points-based incentive system - Owned communication strategy for customer incentive programs with dealer network and Dealer Relations Managers across Canada

• Dealer Relations Manager

  • Mar 2009 - Oct 2011

  Markham, Ontario - Enabled dealerships with tools and communication strategies to increase Finance, Lease & Ancillary product penetration, in light of economic downturn - Influenced dealerships to make communication improvements that increased Voice-of-the-Customer (VOC) results for the Finance Office - Responsible for territory covering 4 Provinces, 20 auto dealers & 14 Motorcycle/ATV dealers

• Credit Supervisor

  • Oct 2007 - Mar 2009

  Markham, Ontario - Negotiated daily with dealers to address concerns in regards to buying practices, analyst decisions, funding issues and sales programs, to arrive at mutually-beneficial solutions - Led a large team of 20+ Credit Analysts & Funding Coordinators

• Business Process Coordinator

  • Jun 2006 - Oct 2008

  Markham, Ontario - End-to-end project manager responsible for development of vehicle grounding tool including involvement with vendor selection, testing, launch and end-user training - Created & amended policies and procedures to ensure efficiency, productivity and compliance (i.e. SOX) with follow-up audits to ensure adherence



Ford Motor Credit Company

• United States
• Banking
• 100 - 200 Employee

• Credit Analyst

  • Oct 2004 - Jun 2006

  Oakville, Ontario - Analyzed and interpreted financial documents to approve automotive financing and commercial lending lines of credit - Led a 6 sigma business improvement team related to customer invoicing

• Fleet Account Coordinator

  • Oct 2003 - Oct 2004

  Woodbridge, Ontario - Managed large fleet accounts throughout the life of their contract