Manager Customer Service

Carl R. Stauffeneger

**** ********* **** *********, ****

44004

440-***-**** (Residence)

440-***-**** (Mobile)

*******@**********.***

FINANCIAL SERVICES LEADER

PRODUCT DEVELOPMENT... ADMINISTRATION ...OPERATIONS

A seasoned 'change agent' focused on helping others maximize their

professional potential. Skilled in communicating clear objectives and

accustomed to achieving desired results in competitive markets. An

effective leader and team builder with extensive project experience

including analysis and providing creative solutions for process

improvement. Strong people and multi unit management background.

Professional Highlights

KEYBANK 1999 - 2010

Senior Vice President, Manager, Payment Products - Cleveland, Ohio

Accepted the challenge to define a profitable niche of payment programs.

Positioned the debit card as the Bank's 'Card of Choice'. Directed new

business development, marketing, product development, operations, cost

center management and participated in customer service support and

training.

. Managed the MasterCard relationship and successfully negotiated a variety

of partnership and services agreements. Managed consistent account, card

and Gross Dollar Volume (GDV) growth. Coordinated the development of

marketing, operations and portfolio management tools for all card

programs in the bank.

. Negotiated the conversion of the entire Consumer and Small Business debit

card portfolios to PayPass. The first MasterCard debit issuer to deploy

PayPass in the U. S.

. Managed the design and implementation of KeyMiles, a co-branded debit

card program with Continental Airlines, which generated annual lift in

debit card interchange revenue of $10 million.

. Managed debit card 'in source' processing solution that resulted in

annual savings in excess of $7 million and guaranteed scalable

processing independence.

. Managed Key Merchant Services (KMS) the Bank's LLC acquiring business.

Successfully negotiated a new three (3) year processing agreement that

will guarantee $3 million in signing bonuses and up to $9 million in

performance bonuses over the term of the agreement.

. Participated in the successful introduction of the Bank's new credit card

issuing partner relationship.

Metropolitan Bank & Trust 1994 - 1999

Senior Vice President/Manager, Consumer Banking - Mayfield Hts., Ohio

Accepted the challenge to define a profitable niche, strengthen corporate

identity and deliver substantial growth. Directed new business

development, marketing, product development, operations, cost center

management and all aspects of customer service support and training.

. Created strategic plan which re-deployed 225 customer support

representative 'sales associates'. Rewrote every job description.

Conducted detailed analyses of customer needs and wants. Successfully

transitioned from a traditional, passive or reactive mindset to an active

sales mentality.

. Retooled failed Investment Services Program in 1997 that added over

$200,000 in profit in 1999.

. Attracted profitable, deposit customers through a creative approach to

extending maturities to ensure future funding integrity. Introduced new

savings products, resulting in new deposits of $47 million in 90 day

period.

. Directed the Technology team in the installation of a new Customer

Service and Documentation Preparation System. Profoundly simplified user

interface with pull down menus. Eliminated most paper based data.

. Developed comprehensive retail sales office incentive plan to expand

acceptance of more profitable product lines. Also used the reward plan

for retaining the best and the brightest.

. Introduced 'Career Track' a training curriculum designed to facilitate

staff development and manage retention.

Carl Stauffeneger Page

Two

Money Access Service Corp. (Now

Star) 1991 - 1994

Manager, Client Services - Cleveland, Ohio

Directed efforts of four (4) Account Managers who served financial

institutions in five (5) states, generating 14 million transactions

annually. Provided strategic direction, approved the marketing of all

network programs. Developed relationships with third-party business

partners.

page two

. Assisted in the contract negotiations and contract renewals of all

existing clients. 100% of contracts were renewed in 1992, 1993 and 1994.

. Approved product proposals and resolved client concerns on service

issues. Helped grow service and upgrade revenues by $750,000.

. Worked with key clients on developing strategic EFT delivery business

plans to reach specific goals.

Ameritrust Company, N.A. 1988 - 1991

Manager, Electronic Banking - Cleveland, Ohio

Spearheaded an aggressive program to maximize utilization of the

corporation's ATM network. Managed and implemented planning and deployment

of ATMs, operations, marketing, product development and network interfaces.

Demonstrated strengths in business development, product development and

operational management.

. Increased revenue 18% through off premise ATM placement strategy.

. Increased the number of ATMs deployed from 243 to 300. Decreased our

customers' usage at foreign ATMs and reduced expense by 10% annually.

. Reduced our customers' usage of non bank ATMs by 13% ($600,000) while

increasing non bank customers' usage of our ATMs by 12% ($800,000).

. Cracked a long standing barrier, increased ATM utilization to 40% of

total transactions. Managed rollout of Immediate Issue of ATM cards

increasing activation from 54% to 60%; reduced issuance expense by

$150,000.

. Saved $175,000 in ATM service expenses by creating and implementing a

strategic plan holding vendor and staff accountable for improved uptime

by 50 basis points and increased utility.

Cardinal Federal Savings Bank 1978 - 1988

Savings/EFT Manager - Cleveland, Ohio (1988)

Managed ATMs, checking accounts, item processing, IRA and savings

portfolios. Led new market and product planning and development. Managed

three supervisors, with a 43 member staff. Streamlined workflow and saved

$100,000 through greater efficiencies.

. Introduced new savings product, which generated $16 million in deposits

over a 60 day period.

. Served on the interest rate committee responsible for the review and

market pricing of deposit based products.

Consumer Loan/EFT, Credit Card and Savings Service Manager - Cleveland,

Ohio (1984 - 1988)

Credit Card Manager - Cleveland, Ohio (1982 - 1984)

Branch Manager - Madison, Ohio (1978 - 1982)

Education

BA Education, dual major in English and History Bluffton

College, Bluffton, Ohio

Stonier Graduate School of Banking, class of 2003

Completed numerous courses in Banking and Supervisory Management

PROFESSIONAL MEMBERSHIPS

. Member of the Credit Card Management Committee.

. Member of Key Merchant Services (KMS) Management Committee.

. Member of MasterCard's Debit Advisory, Fraud Advisory and

Technology Advisory Groups.

. Member of the Star Debit Advisory Group.

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