PATRICK B.

LEADY
318 Rosecliff Dr. Douglassvi
lle, PA. 19518
Home: (610) 451-1600 Email: pl5a7708@westpost.net

STRATEGY MANAGEMENT/COLLECTIONS/CUSTOMER SERVICE/REPORTING

A dynamic, energetic Professional with a solid background of advancing quickly i
n supervisory and management positions in a financial services organization. Str
ong ability to effectively deal with challenging high profile projects and situa
tions. Results oriented individual whose track record has been recognized by exe
cutive management. Integrates bottom line priorities with a team building manag
ement style. Embraces change and thrives on challenges. Delivers clear expectat
ions and accountability.
QUALIFICATIONS
Areas of Professional Expertise: Leadership, Process Improvement, Cost Containm
ent, Customer Solutions and Retention, Learning and Development, Negotiation and
Facilitation Skills, Vendor Relationships, Team Builder, Interpersonal Skills,
Loss Prevention, and Excellent Presentation Skills.
PROFESSIONAL EXPERIENCE
Flagship Credit Corporation, Chadds Ford, PA 2009 - Current
Purchases retail installment contracts from automobile dealers specializing in t
he servicing non-prime consumers for new and late model used vehicles.
COLLECTIONS MANAGER (June 2009 - Current)
Direct the operations of 35-person collections and servicing department, represe
nting $200MM in receivables. Responsible for ensuring employees successfully ne
gotiate customer solutions according to company policies and procedures.
* Created workflow process establishing consistent production and servicing expe
ctations
* Established quality monitoring process targeted at improving agent negotiation
skills to resolve total amount due and improve cash flow for the organization
* Implemented Recovery Database Network to streamline repossession process and i
mprove vendor management
* Developed loss mitigation team which improved 60-day delinquency by $1.6MM and
reduced average monthly credit losses by $600k.
* Redesigned incentive plan to better align collector compensation with company
and individual performance
* Established performance management process improving delinquency and credit lo
sses
* Partnered with risk team to develop strategies to reduce voluntary repossessio
ns
Chrysler Financial, Chalfont, PA
1997 - 2009
Provides Chrysler Financial dealers and customers with tailor made leasing and f
inancing solutions - including insurance concepts and fleet management services.
BUSINESS CENTER COLLECTIONS LEADER (Nov 2007 - May 2009)
Responsible to manage 50 employees and 4 supervisors to ensure timely liquidatio
n of the Mid Atlantic Region consumer portfolio and support acquisition strategi
es with our sales partners.
* Conduct monthly analysis of key performance indicators to develop strategies t
o reduce credit losses with Senior Management and other Collection Leaders
* Created relationships with sales team to improve the quality of our portfolio
mix and to communicate adverse dealer trends.
PATRICK B. LEADY, PAGE 2.
* Analyzed and created new metrics and reporting to support improvement with our
business results to align with a risk based collection model
* Developed Team Leaders to improve agent results with the use coaching plans ta
rgeted at changing behaviors to improve overall urgency with collection techniqu
es and taking earlier action on accounts with high loss exposure
* Facilitate month end meetings with collections staff to discuss business resul
ts, communicate goals, and provide recognition for superior performance
STRATEGY OPERATIONS MANAGER (Feb 2007-Nov 2007)
Responsible to manage 3 Reporting Analysts, 2 Work Force Managers, and 1 Dialer
Manager to ensure accurate and timely delivery of reports locally and across the
enterprise, appropriately staff facility for peak work load, and optimize our d
ialer software to maximize collection efforts.
* Work closely with Senior Executives to establish business plans, set collectio
n strategies, and develop reports to improve overall business operations
* Established dialer strategies for collections department to improve Right Part
y Contacts and to increase overall promise rates
* Supported strategies with the development of dialer reporting to assist in ide
ntifying business improvement opportunities from the campaign to the individual
level
* Improved Customer Service levels from 50% to 80% when faced with reduced staff
ing by changing break and start times to accommodate for peak inbound phone volu
me periods
ZONE COLLECTION MANAGER (2003-2007)
Responsible for ensuring employees were successful at negotiating customer solut
ions in line with company policy and procedures. Managed up to 30 collection emp
loyees and 4 supervisors.
* Helped implement the 80/20 initiative; a company wide process improvement that
raised customer satisfaction levels up over 10% and was nominated for the Presi
dential Award
* Reduced losses by $400 thousand on customer insurance shortages by developing
a plan, which included training for the collectors, to negotiate payment on insu
rance shortages
* Received the Manager's Excellence Award for both 2005 and 2006 for exceeding p
erformance targets by more than 20%.
CUSTOMER SERVICE MANAGER (2002-2003)
Responsible for interactive communications with local, state and business inquir
ies and subpoenas; ensuring that the organization maintains a positive public im
age in dealing with customer issues. Manages a staff of 6 supervisors. Provides
a number of the organization's communication services to executives and employee
s.
* Managed and tracked customer complaints for all of North America, identifying
trends and implementing solutions to enhance customer satisfaction
* Oversee handling of all Attorney General requests and subpoenas for North Amer
ica, ensuring all responses are within the scope of company policy, and all fede
ral and state regulations are met
* Pioneered Collections Help Desk Initiative, allowing collections agents to con
tact customer service for support, fostering Chrysler's "One and Done" philosoph
y with customer contacts
COLLECTIONS SUPERVISOR, Horsham, PA (2000-2002)
COLLECTIONS REPRESENTATIVE, Horsham, PA (1997-2000)
EDUCATION
Masters Business Administration, Philadelphia University, Philadelphia, PA., 200
4.
Bachelor of Science, Geo-Environmental Science, Shippensburg University, Shippen
sburg, PA., 1997.