Experience

ClickPay

• United States
• Real Estate
• 1 - 100 Employee

• Group Director, Implementations

  • Jan 2016 - Present



TransCentra

• United States
• Financial Services
• 100 - 200 Employee

• Site Manager

  • Sep 2011 - Feb 2015

  Accountable for all aspects of remittance processing facility, including eight exempt level employees and 142 non-exempt staff members, collectively responsible to execute against all processing requirements to fulfill service level agreements. Oversaw continual projects for process re-engineering initiatives resulting in increased efficiency, and improvement of quality. Accountable for all aspects of remittance processing facility, including eight exempt level employees and 142 non-exempt staff members, collectively responsible to execute against all processing requirements to fulfill service level agreements. Oversaw continual projects for process re-engineering initiatives resulting in increased efficiency, and improvement of quality.



Klik Technologies Corp

• Director of Implementations and Client Services

  • Feb 2007 - Apr 2011

  Lockbox Payment Processing • Project Management - Implement and stabilize all new business and change management processes. Direct the resources for 5 IT staff and 3 business analysts. • Develop and document the processes for large scale bank implementations. • Relocated temporarily to Boston to ensure the system integration and change management for the $1M company acquisition was seamless to clients. • Implement change control process including checklist, signoffs, and overall submission process. • Create procedure manual for both implementations and client services. Facilitate process improvement analysis/documentation by working directly with other members of the Klik management team. • Manage all incoming activity to the client service groups and channel bank partners via metric reporting and queue management. • Manage reconciliation and controls for all electronic financial transactions between channel bank partners and company. • Conduct root cause analysis through metric reporting. Identify areas of improvement, perform analysis and implement change to reduce processing concerns. Show less



American Institute of Certified Public

• Senior Operations Manager, Service Center Operations and Dues Processing

  • Sep 2004 - Feb 2007

  • Key contributor in relocating the Membership Operations department from New Jersey to Durham, NC. Scope of responsibilities included managing the documentation effort for all processes and procedures, hiring and training local staff, and stabilizing the effects of the change management process. • Manage the stabilization of a conversion from legacy systems to Oracle enterprise modules. • Develop workflows to manage the processing of a 30,000 piece backlog of orders. • Manage the Client Investigation department in handling/resolving all incoming complaints • Manage the dues processing department to ensure the accurate posting of 300,000 payments with line item detail. Serve as Project Manager for the annual data cleanup of over 30,000 records. Use root cause analysis to identify processing inefficiencies and training gaps, reducing the duplicate records to 4,000. • Manage the design through training process for over 120 Oracle system enhancements. • Improved department benchmark times for online order processing by 40% allowing for a reduction in temporary staff usage. • Reengineer and streamline training methods to aggressively decrease QA error rates in all areas of the department. Show less



AICPA

• United States
• Accounting
• 500 - 600 Employee

• Senior Manager, Operations

  • 2003 - 2007



Hudson United Bank

• Banking
• 1 - 100 Employee

• Senior Vice President of Operations

  • Mar 1995 - Jun 2004

  •Scope of business units includes Operations, Financial Control, Implementations, Marketing, Account Management, Customer Service, and Merchant Services. Business units handle Call Center activity and reporting, budgeting of sales, expense management, vendor relations, all aspects of credit card processing, statement rendering, merchant fulfillment, lockbox payment processing. •Direct all operational functions to support 112 merchants nationally, over 10,000 stores, 400,000 active accounts, and $400 million in receivables •Manage six national account executives responsible for $180M in receivables and 4,000 store locations. •Create and manage the Merchant Service department consisting of nine inbound call representatives supporting B2B client issues. •Manage new store implementations/conversion team covering all aspects of new business, merchant branding, disclosures, marketing, and gap analysis. Manage the Operations department consisting of 10 employees responsible for settlement activity, payment and sales processing, inventory, and data entry. •Implement process modifications that accounted for $1M in annual expense savings. oGenerate a 28% net income by establishing a gift card program. oReduced paper processing by 20% by initiating a fax funding program. oRedesign of cardholder statements to allow greater flexibility with merchant marketing plans. . oSave $200,000 annually by Creating and implementing privacy mailing system enhancement to enable the use of OMR marks for annual notifications. oSaved $400,000 annually by renegotiating all service agreements. oIncrease annual revenue an average of $800,000 annually by creating and implementing commercial product offering installment plans, system enhancements for late fee and finance charge assessments, and automated payment options. oNegotiate print-on-demand with vendors resulting in reduction of inventory costs. Show less



Shoppers Charge Accounts

• Senior Vice President- Operations

  • 1995 - 2004