Tom Callahan, President, is an accomplished executive who brings invaluable perspective and customer focus to Donlen. As President, Tom sets the strategic focus and drives execution of key initiatives for all business operations. His attention to employee satisfaction, customer retention, and corporate culture ensures that Donlen's customers remain completely satisfied with our performance.
Under Tom's leadership, Donlen implemented a number of ways to measure and validate our approach to customer relationships, earning Donlen unprecedented year-over-year customer satisfaction and retention results. Because of his focus on Donlen's service delivery model across all business units, Donlen maintains a year-over-year 99% customer retention rate.
During his tenure as Donlen COO, Tom introduced the Net Promoter Score (NPS) into Donlen's performance metrics. NPS is a process that helps companies truly understand their performance from their customer's viewpoint, and is a recognized measure of future performance. In 2014, Donlen scored 63 – more than five times the U.S. industry average – due to the importance Tom places to overall customer satisfaction throughout the organization.
Tom has deep roots in the automotive and commercial fleet industries. He began his career at Ford Motor Company where he held various sales and management roles including field sales, merchandising, and operations. Additionally, Tom held global leadership positions in general management, sales management, product development, quality, and operations in North America, UK, Japan, and Australasia with GE Commercial Finance – Fleet Services and GE Consumer Finance.
In his role as President, Tom is a member of the Hertz Executive Committee. In addition, Tom currently serves as President of the Automotive Fleet & Leasing Association (AFLA), one of the fleet industry's premiere organizations for networking, education, and standards. Tom is Black Belt certified in Six Sigma methodologies. He earned a BBA from the University of Notre Dame and a Master's degree in Marketing from the University of Wisconsin-Madison.
Senior Vice President Products and Services
Brian Wright serves as Senior Vice President, Products and Services at Donlen, responsible for the entire lifecycle of all product offerings from strategic planning through execution.
Brian is a 20 year veteran of the fleet industry with leadership experience in all aspects of the fleet management. At GE Capital Fleet Services, Brian held a number of leadership positions including Chief Marketing Officer and General Manager, Vehicle Life Management.
Prior to joining Donlen, Brian served as Senior Vice President, U.S. Channel and Alliance Markets at Ceridian Corporation, where he previously held the position of Senior Vice President and Chief Marketing Officer. During his tenure, he doubled new sales revenue by managing a growing portfolio of indirect commercial partnerships and channels of this $100 Million division.
Brian's expertise includes strategic marketing, product development, Six Sigma methodologies, change management and P&L discipline. He received his Six Sigma Master Black Belt certification in 2003 and he is the recipient of several awards, including the GE Pinnacle Award and the GE Fleet Services President's Award.
Brian holds a BA from Westmont College, in Santa Barbara, CA and a Master's degree from Duke University, Durham, NC.
Senior Vice President and Chief Financial Officer
Eric Hiller serves as Senior Vice President and Chief Financial Officer, overseeing all of Donlen's finance and accounting operations. Eric joined Donlen in 2012 from the Hertz Corporation, where he was Senior Director, Global Financial Planning & Analysis. In that capacity, Eric led the Hertz Global FP&A team in the development of financial projections and analyses to drive strategic business growth with a focus on continuous financial and operational improvement.
During his 16 years at Hertz, Eric held several other key financial roles including Operations Finance as an Assistant Controller, US Rent-A-Car (RAC) and within Corporate Finance as Senior Director of Global Strategic Planning. Eric won the Hertz 2008 Global Leadership Award for his work in re-engineering processes in finance, including automating the corporate balance sheet and cash flow reporting.
Eric earned a Bachelor of Arts degree in Economics from Princeton University and an MBA in Finance from the University of Pittsburgh.
Senior Vice President Client Services
Jim Kachidurian is Senior Vice President Client Services responsible for Donlen's customer facing teams, ensuring world class service delivery, analytics, and strategic solutions.
Jim joined Donlen in 2010 as Senior Vice President Client Relations. Prior to Donlen, Jim held a number of executive positions within the equipment leasing and financing industry, including Senior Vice President, Corporate Lending, at GE Capital where he focused on Fortune 500 companies. Before that, he held several global commercial and P&L positions within GE. He held both sales and operations positions with Trans Ocean Leasing and Textainer, where he was responsible for sales and operational activities in the U.S., Canada, Central America, and Mexico. Jim has a B.S. from the University of Colorado in International Business and Transportation and Distribution Management. In addition, he has significant business management training through the Crotonville Executive Leadership Center, as well as training in Six Sigma, Employee Development, and Product Management.
Senior Vice President, Sales and Client Relations
Rachel Hands serves as Senior Vice President, Sales and Client Relations, responsible for the overall sales and marketing strategy for Donlen.
Prior to Donlen, Rachel was a consultant helping companies in the areas of sales management and strategy, including sales force effectiveness, organization, and deployment. Additionally, Rachel has extensive experience in the leasing industry, including more than 20 years at GE Capital, where she held a number of sales leadership positions including President of GE Auto Financial Services, EVP of Sales & Commercial Services at GE Rail Services, and Director of International Business Development at GE Commercial Equipment Finance.
Rachel holds a BS in Marketing from the University of Illinois and a MBA from the University of Chicago Booth School of Business.
General Counsel and Corporate Secretary
Carla Garfinkle is Donlen's General Counsel and Corporate Secretary. Since joining Donlen in 2003, Carla has been actively involved in business expansion and product development. As a member of the Senior Leadership Team, Carla is instrumental in helping to shape Donlen's strategic direction.
Carla spent the first decade of her legal career at Skadden Arps where she specialized in acquisition finance, project finance, commercial lending, and securitization transactions. She then moved to Katten Muchin where she and several of her partners established and developed a cutting edge national securitization practice. Carla graduated Magna Cum Laude from University of Pennsylvania Law School in 1988 where she was Editor of the Law Review and Order of the Coif. She has been featured in the Chicago Daily Law Bulletin, and was the recipient of the 2011 First Chair Award as Top General Counsel.