JAMES MALONE

301 Bobcat Trail * Simpsonville, SC 29681 * jm5571b8@westpost.net

864.288.7763 (h) * 864.567.9926 (c)
Training & Development / Call Center Operations / Credit and Collections
Exemplary leader with broad-spectrum management career marked by successful iden
tification of areas for improvement and developing tactical actions to increase
operational efficiency and profit performance. Twenty-three year career in branc
h, headquarters, and call center environments with extensive diverse operations
experience. Highly focused on employee skill and leadership development to incr
ease bottom-line team productivity.
Core competencies include:
* Training / Development / Recruiting
* Quality Assurance / Six Sigma Methodology
* Customer Service / Credit / Collections
* Project Planning and Management
* Policy and Procedure Development
* Auditing / Reporting
PROFESSIONAL EXPERIENCE
DEALER CREDIT SPECIALIST, March 2009 to March, 2010
FORD MOTOR CREDIT COMPANY, Greenville, SC
Completed credit requests and renewals for mortgages, capital loans, revolving l
ines of credit, and wholesale floor plans to meet dealer needs while ensuring cr
edit integrity and procedural compliance. Managed assigned portfolio of 90 deal
ers with proactive identification of risk changes in the portfolio. Implemented
risk mitigation actions in response to deteriorating conditions. Provided coac
hing and guidance in all areas of risk management to the Dealer Credit Analysts.
Selected accomplishments:
* Prepared mortgage, capital loan, and revolving lines of credit requests totali
ng $2.5 million in incremental business.
* Implemented a Six-Sigma project to improve UCC compliance which resulted in $5
0,000 in cost savings.
* Identified dealer financial statement discrepancies and implemented corrective
actions which resulted in preventing $1.0 million in credit losses.
TRAINING AND DEVELOPMENT MANAGER, 2007 to February, 2009
FORD MOTOR CREDIT COMPANY, Greenville, SC
Administered and directed Greenville Business Center's training and development
operations, which encompassed new hire orientation and training, customer servic
e, leadership, collections, and quality assurance monitoring. Ensured required
core, compulsory, and advanced curriculums were delivered to 450 employees.
Provided on-site training to employees in new vendor start-up operations in Pana
ma and Jamaica while training local instructors in company policies and curricul
ums. Administered scheduling, certification, performance measurement, skill deve
lopment, curriculum development, and lead Six Sigma projects. Selected accompl
ishments:
* Prepared and transitioned service center through two major computer system int
egrations.
* Delivered ten waves of new hire training with 20 candidates in each wave.
* Consistently met or exceeded all training objectives and led penetration of se
veral areas, achieving highest score across North America (99% of 100%) on the a
nnual Learning and Development Operations Review.
* Managed the daily activities of three instructors through classroom observatio
n, student evaluations, and management feedback, with a focus on improving train
ing delivery performance.
* Provided on-site company overseas vendor training while exceeding all domestic
 training requirements.
* Upgraded and administered the Leadership Development Program to prepare high p
otential employees for future supervisory and leadership assignments.
OPERATIONS MANAGER - CUSTOMER SERVICE / LOSS PREVENTION, 2006 - 2007
FORD MOTOR CREDIT COMPANY, Greenville, SC
Senior role with accountability for strategic planning, development and leadersh
ip of 70 staff including seven team leader direct reports within call center. Re
sponsible for operations exceeding $7B in receivables. Recognized as "turnaround
expert" due to innate ability to identify and capitalize on opportunities for i
mprovement and growth.
Controlled consumer delinquency, repossessions and credit losses. Key role in st
aff development, compensation and personnel planning. Oversaw regulatory complia
nce, including Sarbanes-Oxley, privacy laws, self-assessments, internal audits,
as well as quarterly and annual reviews. Selected accomplishments:
* Achieved 26% loss improvement over 2005 with 22% reduction in repossessions.
* Attained 97% of 2006 credit loss budget vs. U.S. over budget at 104%.
* Exceeded 2006 U.S. performance in >60 day delinquency - 0.11% vs. U.S. at 0.14
%.
* Exceeded 2006 U.S. performance in >30 day delinquency - 1.58% vs. U.S. at 1.77
%.
* Outperformed credit loss budgets while constrained by bankruptcy portfolio rep
resenting 42% of losses vs. U.S. result of 30%.
* Attained employee satisfaction result of 94% favorable vs. overall department
and center 78% and 81%.
DEPARTMENT MANAGER - ACCOUNT SERVICES/VEHICLE LIQUIDATIONS, 2004 - 2005
FORD MOTOR CREDIT COMPANY, Greenville, SC
Managed staff of 144 persons responsible for a multitude of account services and
vehicle liquidations procedures to meet budgets and mitigate losses/risk, inclu
ding such items as titles, repossessions, days in inventory, auction coordinatio
n, end-of-termination procedures and related collections. Selected Accomplishme
nts:
* Managed four Six-Sigma projects which resulted in combined company-wide cost r
eductions of $560,000.
* Reduced repossession lease termination days in inventory by 22% and 18% respec
tively.
* Implemented process improvements and reorganized the department to achieve a 3
9% reduction in operating costs while meeting all procedural and global audit an
d control requirements.
** Prior Career History with Ford Motor Credit **
Organization Effectiveness Manager (2001 to 2004) / Sales Effectiveness Analyst
(1999 to 2000) / Resource Management Group Analyst (1996 to 1998) / Branch Oper
ations Manager ~ Credit, Collections (1995 to 1996) / Business Development Manag
er (1993 - 1994) / Credit Supervisor (1993) / Collections Supervisor (1992) / De
aler Credit Analyst (prior to 1992)
EDUCATION & CREDENTIALS
BS in Business Management - SAINT PETER'S COLLEGE, Jersey City, NJ
Professional Development
Six Sigma Green Belt Certified (2003) ~ Ford Credit
Community Involvement
Greenville JDRF Walk Planning Committee (2009 to Present)
FMCC Business Center JDRF Fundraising Chairman (2003 - 2009)
Junior Achievement Volunteer (2007)
President of Homeowner's Association (2007 - Present)