Josh Wilder

About Josh Wilder

With over a decade of experience in the auto financing industry, I have successfully managed and led teams as a servant leader. My expertise lies in supporting teams specializing in loan originations and loan servicing, and collaborating with leadership to manage multiple inbound and outbound call teams, all while focusing on enhancing the customer experience.

Experience

1. Operations Manager - Asvl

   Ford Credit

   Jan 2025 — Present

   Leader, manager, and coach of the account services team across various operations (administrative and customer-facing) to achieve key performance targets in Customer Satisfaction, Quality Assurance, Compliance, Service Delivery, Productivity, and Team Engagement. Objective is to attain key performance targets in customer experience, quality assurance, compliance, and operational efficiency. The role entails supporting the growth of team leaders, guaranteeing they possess the requisite skills and expertise to function as effective mentors, deliver actionable performance feedback, and make strategic decisions aligned with organizational policy and business intelligence. Lead and support initiatives aimed at driving procedural enhancements and adopting best practices to further optimize team performance and streamline operations across all tiers. Additionally, I engage in cross-functional collaborations with various departments, including but not limited to the Customer Service Center, Collections, Sales, and Recovery teams, while managing 42 diverse processes. Embody our cultural transformation by exemplifying and promoting Ford\'s operational standards, with a particular emphasis on agility, adaptability, and positivity as our processes and technologies undergo rapid transformation. Ensure team objectives are fulfilled by verifying that teams complete their assigned tasks, maintain consistent follow-up, and clear pending items, all while prioritizing the delivery of outstanding customer experiences.Specialties: Leadership, Operations, Compliance, Cross-Functional Collaboration, Transformation, Process Improvement, Project Management, Account Servicing and Automotive Finance

Education

• University of Colorado

  International Business, Business

  2009 — 2013

Skills

• Event Management
• Negotiation
• Account Management
• Sales Management
• Social Media
• Microsoft Excel
• Powerpoint
• Microsoft Office
• Sales
• Marketing
• Strategic Planning
• Event Planning
• Operations Management
• Microsoft Word
• Customer Service
• Teamwork
• Advertising
• Social Networking
• Social Media Marketing
• Budgets
• Public Speaking