1. RIGHT PERSON
Committed to Excellence
• Maintain high standards and proactive in raising the bar in order
to achieve excellence in all areas.
Confident
• Lead with confidence in order to set directions. Inspires
others, draws out the trust and best efforts of the team.
Achieve Results
• Maintains a high performance level by utilizing my talents,
knowledge and skills.
Innovative/Creative
• Ability to develop and implement new solutions, processes,
concepts and procedures by demonstrating imagination and
originality.
Values
• Value the diversity of a workforce and understand that a diverse
group of employees bring a larger perspective to the company.
RIGHT CHOICE !!
My name is Shirley Smith and I am the “RIGHT” choice.

2. Career Summary
• 6 years with Wells Fargo, Home Mortgage Department
• 27 years with Ford Motor Credit and 9 months with Credit Acceptance Corporation.
• 23 years of successful experience as Customer Service, Collections, Loss Recovery and Bankruptcy
Manager.
• Supervised and developed employees to achieve realistic productivity goals.
• Communicated and managed expectations for work adherences, compliances and
achievement of services, by utilizing reports and other call center technologies.
• Directed and implemented many Six Sigma projects throughout my career. Projects
resulted in a reduction of workload, performance efficiencies and improved processes.
• Prepared/administered work plans and interims/formal performance reviews that
resulted in identifying employees strengths and opportunities for development.
• Ensured quality controls by monitoring calls and conducting account review audits.

3. Career Summary
• Conducted bi-weekly team meetings and implemented reward/recognition programs to
motivate, improve productivity and increase competition awareness.
• Reviewed employee’s accounts for accuracy prior to attorney/repossession approval.
• Successfully completed huge projects to relocate offices in Tampa, Florida and Mesa, Arizona
which included forecasting, designing, planning and organizing all business aspect of moving
to another location.
• Supported and responded to escalated customer issues in a timely manner
to achieve maximum customer satisfaction.
• Received many awards: Employee of The Month, Special Achievements, Leader of
Fun Committees and various other committees.
• Perfect Attendance for 5 consecutive years.
I believe in integrity, being positive , team player and enthusiastic.

4. A GREAT PLACE TO
WORK
In a great place to work, trust in relationships is the foundation of the culture.
Great places to work are built on relationships between employees,
and management, relationships between employees and their jobs,
and relationships between employees and other employees.
• Employees are enthusiastic/passionate about their work and company’s mission.
• In a high-trust environment, people cooperate/collaborate, leading to positive
workplace interactions and greater productivity.
Key Components:
TEAMWORK
• Socially friendly, welcome atmosphere and recognizing the value of the employee.
• Sense of “family” or “team”.
• Everyone working towards a common goal.
• We put issues on the table, work them out, then get down to growing the business.

5. A GREAT PLACE TO WORK
FAIRNESS
• Everyone is treated equally.
• Absence of favoritism in hiring and promotions.
• Properly reward employees.
PRIDE
• Positive individual contributions.
• In work produced by one’s team or work group.
• In the organization’s products and goals.
• People come first.
• Our word is our bond-----we are reliable.
• We want to be the BEST!
• Enthusiasm is the greatest business asset in the world. It beats
money, power and influence.

6. Dimension
TRAINING
The process of providing for and making available to an employee, and placing or enrolling
the employee in a planned, prepared, and coordinated program, course . Training improves
individual and organizational performance. Training builds skills and knowledge.
BENEFITS:
• Builds better communications skills
• Increases productivity
• Develops hidden talent
• Ensures consistent quality
• Provides greater focus
• Produces more effective/productive efforts
By offering employees “training”, it’s a commitment to helping them grow in their career.

7. Training
Integrating ‘training” into my day to day :
• Measure employees performance on an ongoing basis to identify employee’s need
for additional training.
• Inspire employees to continually learn and grow.
• Encourage employees to work together and learn from each other.
• Identify challenges that employees are facing in their position and determine what
skills would enable them to meet those challenges more successfully.

8. Dimension
PERFORMANCE MANAGEMENT
Performance measurement is the process of assessing progress toward achieving
predetermined goals. Performance management is building on that process, adding
the relevant communication and action on the progress achieved against these
predetermined goals.
IMPORTANCE:
• Processes effectively communicate company aligned goals and evaluate employee
performance and reward them fairly.
• Increases employee morale and overall productivity.
• Performance planning- Establish clear goals and objectives.

9. Dimension
PERFORMANCE MANAGEMENT
• Performance coaching- managers/supervisors intervenes to give feedback and adjust
performance.
• Performance appraisal- individual performance is formally documented and
feedback delivered.
• Business performance management- set of processes that help business discover
efficient use of business units and ways to improve business results/performances.

10. Performance Management
Integrating “Performance Management” into my day to day:
• Monitor calls and conduct accounts reviews.
• Coach and mentor team members.
• Remove performance barriers and improve processes.
• Provide feedback to team members after assessing performance.
• Conduct team meetings.
• Conduct account audits.
• Take initiative to create process improvements.
• Resolve team member issues/problems.
• Enforce all policies and procedures.

11. Dimension
SETTING CLEAR EXPECTATIONS
Setting performance expectations helps focus on the unit’s goals and objectives as well
as prioritizing duties that are significant to accomplishing those objectives.
IMPORTANCE:
• Expectations need to be clear and understandable.
• Outline job expectations and requirements. Ensure employees understands their
job duties and responsibilities.
• Establish goals with employees and obtain agreement on what results will be achieved.
• Hold follow-up meetings to help employees stay on task. Obtain and provide feedback
on the progress of goals.
• Keep lines of communication open. Employees need to know they can come to supervisor
for clarification about their expectations.

12. SETTING CLEAR EXPECTATIONS
Integrating “Setting Clear Expectations: into my day to day:
• Communicate effectively job responsibilities, performance, standards and goals.
• Hold employees accountable for work performance.
• Conduct update sessions on the progress of employee’s initiative.
• Monitor processes to ensure expectations have been met.
• Consistent communicate to employee’s that I am always available.
Setting expectations can be the cornerstone of improving the motivational climate within
the sphere of responsibility. If employees know what is expected of them, it allows them to
focus on results and to monitor themselves against the set standards.

13. QUOTE’s
There is a special force that gets people working as a team.
Once that force is in action, the team is virtually unbeatabl
Once you have the right people in place,
Figure out the best path to greatness.
Sincerely,
Shirley Smith
Thank-you