Experience

PULSE, a Discover company

• United States
• Financial Services
• 200 - 300 Employee

• Executive Vice President

  • Jan 2020 - Present

  Houston, Texas, United States PULSE owns and operates the third largest ATM/Debit Network with 7,200 financial institutions and 2.8M ATMs in 126 countries. Promoted to lead teams responsible for driving debit product and pricing strategy, managing substantial enterprise-wide projects and increasing top line revenue growth through new merchant sales. Also serve as an active member of the senior executive team to define overall strategic direction and key initiatives, and troubleshoot significant challenges of the… Show more PULSE owns and operates the third largest ATM/Debit Network with 7,200 financial institutions and 2.8M ATMs in 126 countries. Promoted to lead teams responsible for driving debit product and pricing strategy, managing substantial enterprise-wide projects and increasing top line revenue growth through new merchant sales. Also serve as an active member of the senior executive team to define overall strategic direction and key initiatives, and troubleshoot significant challenges of the PULSE business.  Grew network volume by more than 10% by adding 1B more transactions and driving greater than a $25M increase in annual revenue.  Sponsored the development and implementation of a 2023 patented technology solution, uniquely positioning PULSE to compete for additional on-line debit transactions.  Increased company revenue by $25M on an annualized basis through strategic pricing changes.  Redesigned organization, eliminating low value-add roles and better leveraging and aligning talent across key roles, without any loss of productivity and resulting in improved timeliness and impact of top initiatives.

• Vice President

  • Apr 2013 - Jan 2020

  Houston, Texas, United States Promoted and relocated to lead a total transformation of PULSE’s entire Operations function. Directly reported to the President, managed a $10M budget, a staff of 100 across 6 teams, all client services, implementation, certification, fraud/risk management, R&D and compliance.  Created and oversaw an extensive evaluation of leaders and staff, organizational structure, processes and systems, resulting in a completely new and more efficient and aligned organizational design and… Show more Promoted and relocated to lead a total transformation of PULSE’s entire Operations function. Directly reported to the President, managed a $10M budget, a staff of 100 across 6 teams, all client services, implementation, certification, fraud/risk management, R&D and compliance.  Created and oversaw an extensive evaluation of leaders and staff, organizational structure, processes and systems, resulting in a completely new and more efficient and aligned organizational design and numerous process improvements that saved more than $1M annually.  Introduced efficiency and effectiveness model that measured time spent on human capital development and work processes, and developed performance metrics for 20 managers, reducing errors by 30% and rework by more than 11K hours per year.  Improved compliance and reduced audit findings by 50%.  Led the development and implementation of two modernized platforms that helped to manage fraud prevention and consumer chargebacks.



Discover Global Network

• United States
• Financial Services
• 100 - 200 Employee

• Sr. Director

  • Feb 2008 - Apr 2013

  Columbus, OH Hand-picked to develop 7 cross-functional teams, consisting of 200 total staff, to drive customer service excellence within 1M merchant outlets, while reporting directly to the Head of Global Network, Operations. Assumed leadership of P&L, strategic planning, budgeting, contract negotiations, and resource allocation.  Developed audit process and secured vendor to focus on a crucial card acceptance campaign. Drove successful transaction rate from 60% to 86%.  Led $20M outsourcing… Show more Hand-picked to develop 7 cross-functional teams, consisting of 200 total staff, to drive customer service excellence within 1M merchant outlets, while reporting directly to the Head of Global Network, Operations. Assumed leadership of P&L, strategic planning, budgeting, contract negotiations, and resource allocation.  Developed audit process and secured vendor to focus on a crucial card acceptance campaign. Drove successful transaction rate from 60% to 86%.  Led $20M outsourcing project of customer service activities that entailed complex contract negotiations, service modeling, key stakeholder communications, training, establishing standards and KPIs, resulting in a reduction of overall expenses by 30%.  Collaborated with HR in the reduction of 400 staff while maintaining employee engagement levels and experiencing no loss in merchants.

• Director

  • May 2006 - Jan 2008

  Riverwoods, IL Promoted to directly report to the SVP, Operations and assumed leadership for merchant operations including authorization, connectivity, settlement, disputes, certification, audit and regulatory compliance, training and back-office departments. Managed $36M operating budget and 200 employees and people leaders. Established operations strategy and oversaw program management, technology/service development and quality.  Led standardization of change management procedures on all… Show more Promoted to directly report to the SVP, Operations and assumed leadership for merchant operations including authorization, connectivity, settlement, disputes, certification, audit and regulatory compliance, training and back-office departments. Managed $36M operating budget and 200 employees and people leaders. Established operations strategy and oversaw program management, technology/service development and quality.  Led standardization of change management procedures on all technology platforms required for the processing of merchant transactions.  Led teams responsible for creating an automated certification tool for customers, reducing the hours required by more than 50%.

• Sr. Manager

  • Mar 1999 - Apr 2006

  Riverwoods, IL Led teams in development and implementation of new technologies to replace legacy systems, and automate manual processes. Managed $1M operating budget. Owned project lifecycle including needs analysis, design and development, testing, documentation, deployment, user training and customer satisfaction.  Defined strategy and led redesign and launch of processing platform to enhance and optimize transactional processing that support operations in multiple countries, resulting in a $7M… Show more Led teams in development and implementation of new technologies to replace legacy systems, and automate manual processes. Managed $1M operating budget. Owned project lifecycle including needs analysis, design and development, testing, documentation, deployment, user training and customer satisfaction.  Defined strategy and led redesign and launch of processing platform to enhance and optimize transactional processing that support operations in multiple countries, resulting in a $7M annual savings.  Championed creation of company’s first Merchant Account Center; allowing for merchant self-service.

• Call Center Operations Manager

  • Jun 1993 - Feb 1999

  Phoenix, Arizona, United States Oversaw up to 150 employees providing 24/7 support to merchant customers on all technical, financial and customer service issues. Led deployment of technology solution expanding merchant acceptance into Canada