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CAROLYN PRATER

1600 Wagonwheel Drive * Plano, TX 75023 * Cell: (214) 500-8177 * Email: cpefc01
a@westpost.net
VICE PRESIDENT: INSIDE SALES / CUSTOMER SERVICE
Thrive on the opportunity to coach team members on world-class customer experien
ce strategies, and collaborate with business partners and associates to accelera
te organizational performance to the next level.
Instrumental in generating $5.5-$6 billion in sales and $2+ million in cost savi
ngs.
CONSUMER LENDING INDUSTRY EXECUTIVE providing 12+ years of accomplishments in th
e automobile financing and credit card sectors. Background reflects six years of
leadership in the professional office service industry. Expertise lies in insid
e sales group management, inbound and outbound call center leadership, customer
service and inside sales program development and deployment, new product commerc
ialization, world-class customer service strategies, consultative selling, chang
e management, process reengineering, and staff coaching and development. Highly
effective in financial service operations, operational efficiency, and cost sav
ing strategies. Notable Leadership Highlights:
* Highly accomplished leader in loan origination risk mitigation, collection imp
rovement plans, customer satisfaction programs, cost saving strategies, vendor c
ontract negotiations, employee downsizing events, and staff development and coac
hing.
* Member of executive teams that led Mergers & Acquisitions due diligence and in
tegrations, financial and organizational turnarounds, and change management init
iatives.
* Contribute to organizations through solid experience in call center vendor sou
rcing and strategies, corporate and external compliance, quality assurance progr
ams, Profit & Loss management, multi-million dollar budget administration, proje
ct leadership, and key performance indicator metrics.
EXECUTIVE STRENGTHS
Sales Pipeline Development * New Revenue Growth Opportunity Development * Intern
al and External Business Relationships * Vendor Relationships * Contract Negotia
tions * Call Center Turnarounds * Call Center Performance Tracking * Customer Ca
re Strategies * CRM Systems, Telephone Networks, and IVR Systems
High-Level Decision Maker Relationships
Strategic, Consultative, and Value Selling Strategies * Market and Sales Analysi
s * Customer Care Impact Analysis
Call Center Technology * Technical Support Tool Co-Development * Call Production
Hour Maximization * Customer Problem Resolution * Call Management and Telephone
Script Development * Team Recruiting and Coaching Training Program Development
and Management * Brand Management
CAREER HISTORY
SANTANDER CONSUMER USA - Dallas, TX 2006 to 2010
VICE PRESIDENT, ORIGINATIONS
Staff: 10 Direct Reports - AVP Funding and Underwriting Operations, Funding and
Underwriting Managers, Team Leads; Titles Managers, Titles Team Leads; Special O
perations Managers; 160+ Indirect Reports - and Underwriting Analysts, Call Cent
er Associates, Titles Clerks; Special Operations Analysts; Budget: $11 million.
Joined a leader in the automotive finance industry touting a $14.9 billion auto
loan portfolio and a network of 12,000 national dealers. Directed a high-caliber
organization that originates more than $4 billion a year in prime and sub-prime
loans. Managed an inbound call center, and led a 40-person title group that pro
cesses 3 million titles per year. Executed a plan to accelerate customer experie
nce and service to a new level, improved productivity levels, lowered operationa
l expenses, and hired training vendors to develop a world-class customer service
organization.
Demanding leadership role focused on Profit & Loss management, customer experien
ce program development and management, call center vendor sourcing and strategie
s, employee training programs, new program implementation, call center capacity
planning, process improvement strategies, quality assurance, corporate and exter
nal compliance strategies, and vendor contract negotiations. Contributed to orga
nizational success through dedicated employee development, multi-group collabora
tion, Mergers & Acquisition due diligence and integrations, project leadership,
employee bonus and incentive plan development, and report development.
* Played a key role in achieving over $100 million in originations in nine month
s after creating and deploying a mission-critical inside sales strategy. Also bo
osted revenue by initiating a sales execution model that increased new dealer c
ustomers 17% in a B2B sales environment.
* Turned around a weak loan operations group by introducing highly effective cus
tomer service programs, leading process reengineering activities, and strengthen
ing management and team training. Efforts paved the way for a 37% drop in turnar
ound time year-over-year, and has enabled group to become a credible organizatio
n.
* Transitioned key loan operations activities offshore within 60 days which led
to a 4% cost reduction, and saved $1 million per year by renegotiating terms of
contracts with vendors.
* Achieved $750,000 in annualized cost savings after identifying system automati
on solutions which significantly streamlined loan verification practices.
* Applied Six Sigma principles and quality best practices to deliver a 50% decre
ase in process defects, and propelled customer satisfaction by 6%.
CAPITAL ONE / CAPITAL ONE AUTO FINANCE - Plano, TX 1998 to 2006
SENIOR MANAGER, INSIDE SALES (2005 to 2006)
Staff: 4 Direct Reports - Senior Inside Sales Managers; 75 Indirect Reports - In
side Sales Managers; Budget: $9 million.
Joined a leader in the automotive finance industry touting a $14.9 billion auto
loan portfolio and a network of 12,000 national dealers. Direct a high-caliber o
rganization that originates more than $4 billion a year in prime and sub-prime l
oans. Manage an inbound call center, and lead a 40-person title group that proce
sses 3 million titles per year. Executed a plan to accelerate customer experienc
e and service to a new level, improved productivity levels, lowered operational
expenses, and hired training vendors to develop a world-class customer service o
rganization.
Demanding leadership role focuses on Profit & Loss management, customer experien
ce program development and management, call center vendor sourcing and strategie
s, employee training programs, new program implementation, call center capacity
planning, process improvement strategies, quality assurance, corporate and exter
nal compliance strategies, and vendor contract negotiations. Contribute to organ
izational success through dedicated employee development, multi-group collaborat
ion, Mergers & Acquisition due diligence and integrations, project leadership, e
mployee bonus and incentive plan development, and report development.
* Executed effective sales planning strategies, consultative sales plans, and pa
rtnership sales practices that supported a 26% ($9.7 million) sales growth.
* Devoted efforts to sales team leadership coaching and development which enable
d group to surpass sales quotas 11% ($4.13 million).
SENIOR OPERATIONS MANAGER, LOAN ORIGINATIONS (2004 to 2005)
Staff: 8 Direct Reports - Funding and Underwriting Managers; 100 Indirect Report
s - Funding and Underwriting Analysts; Budget: $7 million.
* Created a substantial payroll cost savings by slashing the need for full time
staff members 13% after architecting a unique strategy that enabled 30 staff mem
bers to handle underwriting, funding, and call center activities.
* Championed a significant outsourcing initiative that involved contract imaging
and data entry. Thought leadership underpinned a 62% decrease in funding cycles
and saved $350,000 in employee payroll expenses by downsizing 82% of the Imagin
g Department's staff.
* Improved capacity planning, established an innovative customer service trainin
g program, and coached staff on key business drivers and metrics which moved cal
l center interval service levels to 80+%.
SENIOR MANAGER, QUALITY ASSURANCE AND TRAINING (2003 to 2004)
Staff: 8 Direct Reports - QA Manager and Associates.
* Combined Training and Quality Assurance Groups which supported in excess of 30
operational groups. Leadership initiative propelled team productivity 40% and i
mproved quality audit sample sizes 21%.
* Introduced a new Center for Business Solutions call skills model that avoided
negatively impacting financial losses by $55+ million in a single year.
SENIOR OPERATIONS MANAGER, LOAN SERVICING (2001 to 2003)
Staff: 10 Direct Reports - Collections Managers; 130 Indirect Reports - Supervi
sors, Front Line Team Members.
* Presided over a high-volume call center, and realized an $80 million decrease
in financial losses, elevated team performance by as much 8.7% in two months, an
d merged two groups that reduced expenses $128,000 in three months.
* Received a "Circle of Excellence" Award; prestigious honor is only provided to
the top 1% achievers.
MANAGER, RISK OPERATIONS AND FRAUD OPERATIONS, Capital One (1998 to 2001)
Staff: 7 - Direct Reports - Collections and Fraud Operations Managers and Team L
eads; 85 Indirect Reports - Inbound Collections and Fraud Operations Call Center
Associates.
* Directed an inbound collections and fraud operations group, and helped slash I
nternet fraud activities 15%.
* Guided a multi-disciplined team that revamped an employee incentive and apprai
sal system affecting more than 1,000 employees working at three locations.
* Focused on proactive employee coaching which led to an 87+% employee retention
rate and a 13.3% employee promotion level.
KINKO'S - Dallas, TX 1991 to 1997
REGIONAL MANAGER / REGIONAL SALES MANAGER
Staff: 14 - Direct Reports - Store Managers and Supervisors; 200 Indirect Report
s
* Accountable for Profit & Loss of eight stores that generated in excess of $20
million per year.
* Engineered a plan that pushed company sales 31% ($2.9 million) and delivered 2
7% ($540,000) in profit.
* Led the opening of two stores in two years which resulted in $1.8 million in a
nnualized sales and profit in the first three months.
EDUCATION / PROFESSIONAL TRAINING / CERTIFICATIONS
Bachelor of Arts, Business Administration * Texas A&M University, College Statio
n, TX
Managing Organizational Change * Darden University, Charlottesville, Virginia
Incoming Call Management Certification * Incoming Call Management Institute