Customer Service Vice President

Douglas S. Brown

***** *. **** *******

Lenexa, KS 66220

Home: 913-***-****

Cell: 913-***-****

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

Financial / Operations Executive

Resourceful, innovative professional with over 20 years of management

experience in strategic planning, budgeting/forecasting, shared services

models, contact centers and outsourcing management. Led large employee

groups over multiple locations nationwide. Experienced in financial back

office functions to include order entry, billing, credit, customer service,

collections, cash application and other operational and sales support

groups. Direct industry experiences in financial services, security and

transportation sectors.

Summary of Qualifications

? Fraud ? Budget/Forecasting ? Collections and

Credit Risk

? Strategic Planning ? Cash Flow Expert ? Project

Management

? Six Sigma ? Shared Services Expert ? Contact Center

Expert

? Training/Quality ? Order to Cash Expert ? Reporting

Metrics/Dashboards

Selected Achievements

. Led a team in integrating 250,000 new customers into the company's

systems that increased revenues over $3 million.

. Built a workflow and approval process through Six Sigma programs

that saved over $5 million in bad debt.

. Managed a project to consolidate the company's 6 national sites

into 3, saving over $10 million in duplicate costs.

. Directed a new hire training and motivational program that reduced

employee turnover from 50% to 15%, saving $175K in annual costs.

. Developed a credit system process that improved the company's

overall bankruptcy losses by over $5 million.

. Created and implemented a new Days of Sales Outstanding model that

improved cash flow by $80 million over two years.

(page 2)

Professional Experience

YRCW, Overland Park, KS (Worldwide Transportation and 2007 - 2009

Logistics Company)

Sr. Director

. Managed the commercial credit and collections for the company

worldwide.

. Directed 350+ employees over 8 operating sites and 3

operating companies

. Managed over $1.3 billion in AR with collections groups and

$9 billion through credit groups and 500,000+ Commercial

Customer Groups.

Tyco/ADT Security, Las Vegas, NV (Worldwide Security 1999 - 2007

Company)

Executive Director

. Directed aspects of Customer Service, Collections, Credit,

Cash Applications, Monitoring Dispatch, Business and Service

Operations for consumer and commercial segments

. Managed 400+ employees in 3 to 7 operating sites in the US.

. Responsible for over $500 million in AR.

. Designated a Six Sigma Champion

MBNA of America, Charlotte, NC (Credit Card Processor 1998 - 1999

purchased by BOA)

Vice President

. Responsibilities included Customer Service, Cash Application,

and Business Operations Departments.

. Managed 600+ employees over 2 US operating sites.

First Data Corporation, Tulsa, OK (Credit Card 1995 - 1998

Processor)

Vice President

. Operating manger for Customer Service, Collections,

Settlement, Chargebacks, and Operation Departments.

. Managed the processing of over 10 million calls per month

between 35 different client groups to include First USA/JP

Morgan Chase, and Bank of America.

Other Positions

Asst. Vice President, Boatmen's Credit Card Bank, St. Louis, MO

1994 - 1995

Vice President, Accounts Receivable Options, Inc., Kansas City, MO

1990 - 1994

Unit Manager/Bank Officer, Citicorp Credit Services, Kansas City,

MO 1987 - 1990

Education

Bachelor of Science, Education/Business 1985

Emporia State University, Emporia, KS

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