Louis Player
Dallas-Fort Worth Metroplex,TX
Summary
Dedicated Operations Manager with 10 + years experience in the dealer services industry with a strong focus in the Fraud, Titles and Collections Departments. Encompass a strategic and analytical approach to solving problems, working under pressure, adapting to new situations and challenges while building client relationships, enhancing the organizations brand and accomplishing profit targets.
Overview
10
10
years of professional experience
Work History
Operations Analyst
Drivrz Financial
Addison, Texas
06.2022 - Current
- Responsible for assessing and modifying operational procedures and tools to achieve optimum quality control and help management with making key decisions.
- Develop program plans, goals, objectives, and milestones for evaluating and measuring effectiveness of operations.
- Establish positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Support top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
- Negotiate pricing and service with customers and vendors to decrease expenses and increase profit.
- Devise processes to boost long-term business success and increase profit levels.
- Collaborate with process owners to refine procedures, devise best practices and correct quality audit findings.
- Assist in recruiting, hiring and training new employees on proper protocols and customer service standards to maintain high productivity and performance metrics.
Senior Fraud Representative
Santander Consumer USA
North Richland Hills , Texas
03.2021 - 06.2022
- Maintained case files and investigated fraud claims involving ACH, Pre-Authorized drafts, altered checks, forged endorsements, unauthorized third-party transfers, elder fraud, identity theft or other operations fraud issues.
- Researched and used critical thinking to break down problems, discrepancies, evaluate solutions and make decisions to prevent fraud and identity theft loss.
- Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
- Collaborated with team members to discuss fraud trends and analyze large amounts of data to find patterns of fraud and anomalies
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
Senior Process Fulfilment Representative - Titles
Santander Consumer USA
North Richland Hills, Texas
04.2015 - 03.2021
- Accurately completed title releases for paid in full loans and leases per published state guidelines.
- Handled incoming requests for additional release documents, copy of titles or title maintenance request in accordance with established measures/deadlines and assigned goals.
- Identified and resolved escalated release issues within assigned scope.
- Notarized various business documents while maintaining proper records using state issued notary book and business notary logs.
- Sorted and distributed daily incoming mail.
- Researched accounts on discrepancy reports from title service vendors.
- Processed and mailed paid in full contracts and letters per published state guidelines.
- Updated system with proper documentation for research, tracking, reconciliation and repository purposes.
- Served as SME (Subject Matter Expert) supporting colleague development on service knowledge, systems, tools and customer experience.
Dealer Control Associate
Chrysler Capital
North Richland Hills , TX
04.2013 - 04.2015
- Answered incoming calls and made outbound calls to dealers, warranty, gap, life and disability companies for follow-up on refund amounts on cancelled accounts.
- Negotiated an average of 40 buybacks monthly
- Collaborated with cross-functional departments and key stakeholders daily to evaluate the validity of their issues and identified next steps for resolution.
- Increased monthly revenue by an average of $60,000.00 by investigating, researching and locating equipment, product cancellation and dealer reserve.
Account Manager
Santander Consumer USA
North Richland Hills, TX
04.2012 - 04.2013
- Reduced delinquency on accounts while minimizing losses through repossession.
- Evaluated each loan and determined best course of action for customers in resolving problems permanently.
- Independently evaluated each loan and determined best course of action while simultaneously using collection tools to negotiate payment arrangements.
- Handled skip tracing and repossession activity on pre-charge off accounts.
- Ensured all accounts in queue were worked according to business objectives and goals.
Education
High School Diploma -
General Studies
Fair Park, LAComputer Science And Programming
Louisiana Tech University
Ruston, LASkills
- Hiring and Onboarding
- Performance Monitoring and Evaluation
- Portfolio Performance Reports
- Departmental Operations
- Problem Anticipation and Resolution
- Critical Thinking
- Managing Operations and Efficiency
- Issue and Conflict Resolution
- Strategic Planning
- Managing Defaults
- Payment Discrepancy Research
- Business Relationship Management
Accomplishments
- Be More Recipient
- Received "Employee of the Month" - Capital One - 2007
- Received "Dealer Control Employee of the Month" - Santander, September 2015
- Received "Title Department Employee of the Month" - Santander, October 2015
- Supervised team of 3 staff members
Timeline
Operations Analyst
Drivrz Financial
06.2022 - Current
Senior Fraud Representative
Santander Consumer USA
03.2021 - 06.2022
Senior Process Fulfilment Representative - Titles
Santander Consumer USA
04.2015 - 03.2021
Dealer Control Associate
Chrysler Capital
04.2013 - 04.2015
Account Manager
Santander Consumer USA
04.2012 - 04.2013
High School Diploma -
General Studies
Computer Science And Programming
Louisiana Tech University
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