CAROLYN PRATER 1600 Wagonwheel Drive Plano, TX 75023 Cell: (214) 500-8177 Email: cp10c9488@westpost.

net Customer Operations Executive Results driven leader with a proven track record of achieving and exceeding resu lts through team leadership strategies and process improvement practices. Instru mental in generating $5.5-$6 billion in sales and $2+ million in cost savings. Expertise lies in staff coaching and development, inbound and outbound multi-sit e call center leadership, inside sales group management, world-class customer se rvice strategies, change management, process reengineering, new product commerc ialization, due diligence execution, and vendor management (on and off shore). N otable Leadership Highlights: * Accomplished leader in loan origination credit, underwriting and risk mitigati on, call center leadership, customer satisfaction programs, cost saving strategi es, inside sales leadership, quality assurance, vendor contract negotiations, ch ange management leadership, and staff development and coaching. * Established funding and titles call centers, managed manual verification and c ollection environments, vendor sourcing and strategies and contract negotiations , corporate and external compliance and audit oversight, quality assurance progr ams, Profit & Loss management, multi-million dollar budget administration, proje ct leadership, and key performance indicator (KPI) development. * Led Mergers & Acquisitions due diligence and integrations for department, fina ncial and organizational turnarounds, and change management and process improvem ent initiatives. CAREER HISTORY Santander Consumer USA - Dallas, TX 2006 to 2010 Vice President - Loan Originations Auto Finance Demanding leadership role focused on credit/underwriting, verifications and risk mitigation for direct and indirect lines-of-business, customer experience progr am development and management, call center vendor sourcing and strategies, emplo yee training programs, new program implementation, call center capacity planning , process improvement strategies, quality assurance, corporate and external comp liance strategies, and vendor contract negotiations. Contributed to organization al success through creation of inside sales strategy, dedicated employee develop ment, meeting and exceeding performance results, multi-group collaboration, Merg ers & Acquisition due diligence and integrations of four companies, project lead ership, employee bonus and incentive plan development, and KPI and report develo pment. * Created and deploying a mission-critical inside sales strategy achieving over $100 million in originations in nine months after. Also boosted revenue by initi ating a sales execution model that increased new dealer customers 17% in a B2B s ales environment. * Turned around a weak loan operations group by introducing highly effective cus tomer service programs, leading process reengineering activities including mergi ng Direct and Indirect functions for scalability, and strengthening management a nd team training. Efforts paved the way for a 37% drop in turnaround time year-o ver-year, and has enabled group to become a credible organization. * 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 which delivered a 50% decrease in process defects, and propelled customer satisfaction by 6%. * Implemented Voice of Customer program, supporting annual JD Powers Results and designed continuous process improvement strategy. Capital One Auto Finance - Plano, TX 2001 to 2006 Senior Manager - Inside Sales, Loan Originations, Quality Assurance and Trainin g, Collections Progressive responsibility leading Inside Sales, Loan Originations, Servicing an d Quality Assurance teams. Managed inbound and outbound collections call center operations and strategies, inside sales strategies, created bonus and incentive plans, quality assurance programs and lead teams through organizational changes. * Executed team development, sales planning strategies, consultative sales plans , and partnership sales practices that effected a 26% ($9.7 million) sales growt h. * Devoted efforts to sales team leadership coaching and development which enable d group to surpass sales quotas 11% ($4.13 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+%. * 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. * Implemented Voice of Customer program, supporting annual JD Powers Results. * Presided over a high-volume collections call center, and realized an $80 milli on decrease in financial losses, elevated team performance by as much 8.7% in tw o months, and 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. Capital One - Plano, TX 1998 to 2001 Manager - Collections and Fraud Operations Responsible for selection, training, coaching and performance management of fron t line collectors and fraud analysts. Crafted quality assurance and incentive p rograms for collections and fraud operations and implemented them across multipl e sites. * Directed an inbound collections and fraud operations group, and helped slash I nternet fraud activities 15%. * Added thought leadership and expertise to a multi-disciplined team that revamp ed an employee incentive and appraisal system affecting more than 1,000 employee s 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 Responsible for recruitment, selection, training, coaching and performance manag

ement of managers, supervisors and front line employees for all stores. Complet e budget, P&L ownership, inventory control, quality assurance and cash managemen t for all stores in region. * Ranked #1 of 650+ stores in Profit Dollars and Percent two years in a row by t raining and developing managers and staff on customer service strategies and qua lity assurance and managing the P&L. * Piloted the opening of two stores in two years which resulted in $1.8 million in annualized 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 COACH, IGROW, Sales Execution, Consultative Selling* Capital One Leadership Trai ning