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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)