VisualCV

Volunteer and management advisory consulting in the areas of receivable management services, CRM systems and using social media channels in building a business network.  Presentations on improving executive job search skills and company research given to:

• Financial Executives Networking Group (FENG) Banking Special Interest Group, Technology Executives Networking Group (TENG), Right Management Executive Networking Group and various local executive networking groups.

Demonstrated leadership through the ability to develop, implement and manage customer solutions for the largest growth segment of the organization combined with the largest vertical market.  Accountable for all Operational and Marketing functions including planning, pricing, technology and service level agreements.

• Utilized innovative and creative technology to successfully launch two new Business Processing Outsourcing (BPO) services in the Insurance vertical market. Expanded a zero base of revenue and FTEs (full time equivalents) to a $500k, 9 FTE annualized run rate in less than 12 months.
• Agency Bill service reduced outstanding receivables and improved cash flow for transactions between a major Property & Casualty carrier and their agents. Completed ahead of customer expectations and consistently scored "Exceeds Expectations" on their monthly scorecards.
• Direct Bill service utilized voice response technology and decreased costs from mailing, preparation and follow-up on potential policy cancellations and averted costs associated with reinstatement. Increased customer satisfaction through a proactive customer support approach.

Provided strategic leadership, vision and direction to more than 65 professionals.  Managed a $14M expense budget encompassing software development, systems support, production, desktop support, security and telecommunications to ensure quality results in North America, Hong Kong and India. 

• Planned, negotiated, implemented and managed all major vendor contractual and pricing relationships employed with an outsourced data center including disaster recovery, print and mail production facility and network support/help desk and all associated service level agreements. Generated $1M annual savings through pricing analysis of competitive solutions.
• Leadership of all technology components of the separation from the previous corporate owner to a stand alone private equity owned organization under tight time constraints. Separated the network and telephony infrastructure, eliminated redundancies, consolidated three technology groups into one streamlined organization, secured cost savings and raised efficiencies.
• Directed the certification process of compliance in PCI (Payment Card Industry) an extremely rigorous security standards process governed by Visa and mandated by key customers.
• Facilitated all technical (and some operational) aspects during the headquarters relocation of 850 associates. Ensured minimal downtime and zero business disruption to customers.
• Implemented the web enablement of essential mainframe systems as one of the first real time SaaS solutions in the receivable management industry creating greater ease of client interaction.

Accountable for how all phases of technology integrated with internal and external customers.  Made recommendations on market initiatives that supported the strategic growth strategy.  Ensured timely and secure creation and delivery of such critical customer initiatives as:

• Oversight of file mapping to ensure accuracy of data being sent by customers.
• Project management leadership responsibilities for establishing a new office in Richmond, VA.
• Provided analytical business reporting (internal and external) to senior level leaders to measure performance results against budgeted goals.

Managed new business programs, lead generation programs, SFA initiatives, Marketing presentations, Sales and Customer Service compensation plans and key customer performance metrics reporting.  Significant achievements include:

• Developing new business programs which increased new, organic growth business results from $9M to $18M over a three year period.
• Implementing lead generation programs with other partner divisions of the organization improving submitted leads by 400% over a three year period.
• Planning, developing and managing the deployment of SalesLogix (SFA) to the National Sales Team and Customer Service departments (approximately 175 users) to improve job performance, sharpen organizational skills and ensure documentation of customer history.

Accountable for sales channel segmentation and deployment as well as all aspects of sales training, strategic planning and retention programs.  Notable accomplishments include:

• Developing Sales and Customer Service compensation and administration plans which improved morale while still maintaining required budgeted expense targets.
• Conceptualizing, influencing and designing the development of the Lotus Notes contact management system for the Telemarketing organization of 40 associates.
• Developing a franchised sales territory program targeting 16 states lacking sales coverage.