Tarek El-Kolalli

Current

VP, Collection and Recovery Services at Chase Auto Finance

Past

VP, Sr. Collection Manager at Chase Auto Finance
Sr. Project Management Consultant at HSBC (Princeton Information)
Sr. Project Manager at HSBC

Senior Manager, Claims & Program Services at Intertape Polymer Group
Call Center Process Consultant at Ford Motor Credit
Center Operations Manager at Ford Motor Credit
National Autodialer Business Analyst at Ford Motor Credit
Supervisor, Quality Assurance Review Process at Ford Motor Credit
Customer Service Supervisor at Ford Motor Credit
Wholesale Financing Supervisor at Ford Motor Credit
Wholesale Auditor at Ford Motor Credit
Customer Account Manager at Ford Motor Credit

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Education

Rutgers, The State University of New Jersey-Newark
Florida International University - College of Business Administration

Recommended

4 people have recommended Tarek

Connections

209 connections

Industry

Financial Services

Tarek El-Kolalli’s Summary

· Certified Six Sigma Green Belt
· Over eleven years professional experience in the Customer Service industry, nine of which were in a managerial capacity.
· Over six years experience in process re-engineering, process mapping, and Six Sigma implementation projects.
· Experience managing employees, departments, and managers across multiple-sites.
· Knowledge of Call Center Technologies and processes (Mosaix Autodialer, Centervu, NICE Call Recording System, electronic workflow systems, Business Objects)
· Experience in developing departmental and Enterprise-wide procedures.
· Experience developing and administering databases.
· Experience in start-up operations
· Proficient in Visio, Igraphix, and MiniTab statistical software.
· Proficient in all Microsoft Office applications (Word, Excel, PowerPoint, Access, Project)
· Experience in the development of a Business Plan
· Demonstrated experience in leadership and communications
· Bilingual

Tarek El-Kolalli’s Specialties:

· Certified Six Sigma Green Belt
· Knowledge of Call Center Technologies and processes (Mosaix Autodialer, Centervu, NICE Call Recording System, electronic workflow systems, Business Objects)
· Proficient in Visio, Igraphix, and MiniTab statistical software.
· Proficient in all Microsoft Office applications (Word, Excel, PowerPoint, Access, Project)

Tarek El-Kolalli’s Experience

VP, Collection and Recovery Services

Chase Auto Finance

(Financial Services industry)

July 2008 — Present (1 year 1 month)

Vice President managing Auto Recovery Services for Chase Auto Finance's North American Operations. Manage Auto Recovery teams in Phoenix, Arizona and Tampa, Florida, servicing all Auto Finance sites in North America.

Department is responsible for recoveries, vendor assignments, skip tracing assignments, redemption decisioning, and the administration of legal operational requirements.
VP, Sr. Collection Manager

Chase Auto Finance

(Banking industry)

July 2007 — August 2008 (1 year 2 months)

* Manage the daily operations of the National Custom Collections Portfolio and National Skip accounts.
Sr. Project Management Consultant

HSBC (Princeton Information)

(Public Company; 10,001 or more employees; HBC; Information Technology and Services industry)

March 2007 — July 2007 (5 months)

* Led IT project teams focused on developing Loss Mitigation strategies to reduce losses across Mortgage Services, Consumer Lending, and Business Services.
* Coordinated business operational requirements, developed gap analysis, and identified key areas critical to minimizing company losses.
Sr. Project Manager

HSBC

(Public Company; Financial Services industry)

March 2007 — July 2007 (5 months)
Senior Manager, Claims & Program Services

Intertape Polymer Group

(Public Company; 1001-5000 employees; ITP; Packaging and Containers industry)

January 2006 — January 2007 (1 year 1 month)

· Managed Claims & Program Services Managers and employees across three locations (Montreal, Bradenton, and Columbia, SC.)
· Lead negotiations to resolve over $300k in outstanding claims with three key clients
· Identified process improvements to reduce claims from $9.2 m. to under $1.6 m. in a six-month period
· Championed several Six Sigma projects that resulted in $150k in savings
· Lead change management processes to improve overall operating processes
· Developed operating processes and procedures for Claims & Program Services departments (Prior to development, processes and procedures were non-existent)
· Implemented Control Self Assessment processes to assist in obtaining Sarbanes Oxley Compliance
· Developed Executive Level dashboard reports and KPIs to measure performance within the organization
· Lead system implementation assessment to identify system improvements in cross-functional areas (Claims, Program Services, Customer Service, Logistics)
Call Center Process Consultant

Ford Motor Credit

(Public Company; 10,001 or more employees; F; Financial Services industry)

February 2005 — January 2006 (1 year)

· Member of executive elected consultant group responsible for implementation of over $7 million in cost-cutting initiatives within a four-month period.
· Developed process maps to evaluate overall processes of all departments within Ford Credit’s eight North American Call Centers.
· Evaluated internal processes and recommended appropriate structure to reduce operating costs within the organization.
Center Operations Manager

Ford Motor Credit

(Public Company; 10,001 or more employees; F; Financial Services industry)

September 2003 — January 2005 (1 year 5 months)

· Managed the daily operations of the front-end collections department (400 employees)
· Assisted in the reduction of monthly losses within our riskiest call center. Reduced losses by approximately $15-$20 million per month, within a six month period.
· Developed the outbound dialer strategy utilized by all Customer Service Representatives.
· Implemented collection strategy changes to reduce the number of bad number accounts by 20% within a 2-month period.
· Manage the career development of Supervisors and Customer Service Representatives.
· Staffed and managed all Personnel related issues.
· Chairperson of the Irving Service Center Diversity Council. As Chairman of the council, coordinated Diversity Week activities at the Ford Irving Service Center.
National Autodialer Business Analyst

Ford Motor Credit

(Public Company; 10,001 or more employees; F; Financial Services industry)

July 2001 — August 2003 (2 years 2 months)

· Managed the daily operations of the National Autodialer Reporting Team. (Team is responsible for producing all dialer reports for Ford Financial’s North American Call Centers)
· Developed Executive-level productivity reports, which enabled Executives to monitor the effectiveness and trends of the North American Call Centers. (Vice Presidential review)
· Developed Business Recovery processes to help minimize environmental risks at each of Ford Credit’s North American Call centers.
· Conducted productivity analysis for all of Ford Financial’s North American Call Centers.
· Conducted benchmarking study to analyze the effectiveness of various vendor customer search systems.
· Utilized Six Sigma Methodology and Champion/Challenger testing to identify and implement enterprise-wide process enhancements.
· Analyzed effectiveness of implementing a High Risk Strategy to reduce the effect of riskier accounts to Call Centers’ portfolios.
· Developed databases to analyze key Center data.
Supervisor, Quality Assurance Review Process

Ford Motor Credit

(Public Company; 10,001 or more employees; F; Financial Services industry)

November 2000 — June 2001 (8 months)

· Managed the Quality Assurance Review Process for the Tampa Service center. The process measured the effectiveness of representative calls within the Collections, Account Services, and Lease Terminations departments.
· Assisted in the creation, development, and implementation of Ford Motor Credit’s first Quality Assurance Team. This included development of enterprise-wide procedures, training, goals/objectives, metrics, and coaching.
· Developed effective coaching strategy in order to successfully assist in improving the quality of the Call Center’s 550+ employees. Results: Within a three-month period, the overall quality of all employees within one department improved by 10%. Quality, when speaking with third-parties improved by 25% during this same period.
· Developed effective training program that increased the consistency among Quality Assurance Review Specialists. Results: Average calibration scores were 4% within the first month of launch. (Launch objectives were 10%)
Customer Service Supervisor

Ford Motor Credit

(Public Company; 10,001 or more employees; F; Financial Services industry)

April 1999 — October 2000 (1 year 7 months)

· Managed the training scheduling of 200 Call Center representatives.
· Managed the daily scheduling of the Collections Department Supervisors. (20 Supervisory employees)
· Assisted in the launch and preliminary organization of the first Regional Call Center (550+ employees) and the Henderson, NV Call Center. (750+ employees)
· Managed the daily operations of twenty-five Customer Service Representatives. (Collections)
· Identified systems problems and assisted in the analysis of solutions.
· Trained and supervised Customer Service Representatives.
· Supervised Customer Account Managers, Repossession Department, and Insurance Department.
· Managed employee relations during the transformation of the Ford Credit Customer Service Branches to the Regional Call Centers.
· Developed performance incentives to increase employee performance.
· Assisted in the hiring and training of Customer Account Managers
Wholesale Financing Supervisor

Ford Motor Credit

(Public Company; 10,001 or more employees; F; Financial Services industry)

May 1998 — March 1999 (11 months)

· Supervised Wholesale Financing and Lease Terminations Departments. (Approximately 15 employees)
· Analyzed dealership portfolios and recommended changes based upon dealerships’ financial status. (Average portfolio size > $5 million; largest portfolio >$50 million)
· Scheduled, reviewed, and supervised wholesale audit function to ensure the security of company assets.
· Assisted in the development and implementation of a retention program that reduced residual losses. (Average cost savings per vehicle=$1,500)
· Branch Continuous Improvement Recognition Coordinator. (Assisted Branch employees with the development and submission of cost saving ideas for Ford Motor Credit. Increased employee participation 250% year over year)
Wholesale Auditor

Ford Motor Credit

(Public Company; 10,001 or more employees; F; Financial Services industry)

March 1997 — April 1998 (1 year 2 months)

· Audited over 40 dealerships (over $250 million in assets) in Northern New Jersey to ensure they complied with company financing agreements.
· Assisted in the recovery of over $2 million from several financially distraught dealerships.
· Developed a performance reward system that rewarded dealerships with perfect audit results. Implementation of reward system reduced the average percentage of audit violations from 7% to 4%.
Customer Account Manager

Ford Motor Credit

(Public Company; 10,001 or more employees; F; Financial Services industry)

February 1996 — February 1997 (1 year 1 month)

· Lead Retail and Lease collections units to lowest delinquency levels and loss to receivable ratios within the branch. (Unit leader role)
· Analyzed internal business unit processes and recommended viable solutions to improve unit efficiency. Utilized change management techniques to enhance the lease collection unit’s efficiency. Results: Transformation of unit from the lowest efficiency to the highest efficiency within a 2-month period.
· Utilized skip tracing techniques and conducted credit investigations to assist in the recovery of approximately $1.3 million in assets from high-risk accounts.

Tarek El-Kolalli’s Education

Rutgers, The State University of New Jersey-Newark

MBA , Management Information Systems , 1996 — 1999

Activities and Societies:

GPA: 3.62/4.0
Florida International University - College of Business Administration

BBA , Management/International Business , 1991 — 1995

Additional Information

Tarek El-Kolalli’s Interests:

Scuba Diving, Spearfishing

Tarek El-Kolalli’s Groups:

Executive Suite
Credit and Collections
Contact Center Group
HSBC Group
HSBC Bank
Six Sigma Certified Practitioners
Ford Motor Company
Contact Center Professional
Call Center Pros
FIU College of Business Alumni
Customer Experience Professionals
Contact Center Connection
Business Process Improvement
Middle East NetWork
Contact Centre Consultants
Contact Centre Executives
Rutgers Business School Newark and New Brunswick - Alumni
Customer Care Network
North American Call Center Professionals
JPMorgan Chase & Co.
Automotive Management Professionals
Auto OEM Network
Call Center Professionals
e-Auto Finance Network
Auto Finance Professionals
World credit management, collections & risk forum
Contact Center Performance Forum
Customer Experience Management Professionals
Auto Finance Industry - Lenders, Dealers & Vendors Invited and Encouraged to Join!
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Credit Collections & Risk World