Management Manager

A business professional skilled in leadership and management of business

and finance operations with the ability to repair processes, extract

productivity, manage and reduce risk, and bring order to chaos.

Core Competencies include self-funded benefits program management, regional

operations management of cross-functional teams, domestic and international

treasury management, call center operations management, and warehouse and

logistics management. Trained in six sigma process improvement methods,

banking and finance, and complex financial and statistical analysis.

Experience

Integrity Health, Vice President Operations and Finance

2008-2009

Hired on the ground floor to bring this start-up operational, I manage all

of the facets of the business, from operations to finance to vendor

relations. The business got off to a fast start, with our first 5,000 life

client enrolled in July 2008 within 30 days of signing.

The Bancorp Bank, Vice President -EFT Operations Division

2007

Led and managed the processing of $10 million in daily electronic payments

and transfers at The Bancorp Bank in 2007. Reassessed risk and

established new automated controls using statistical analysis and advanced

SQL database automation.

TRM Corporation, an international deployer of ATM cash machines

2003-2006

Vice President-U.S. Operations

Responsible for the U.S. operations of the largest ATM deployer in the

world, reporting directly to the President and Chief Executive Officer.

Scope of responsibility included 170 field support technicians and

managers, 25 call center and ORACLE 11i contract administration personnel,

5 purchasing and warehouse personnel, and 6 vault cash management

personnel.

Director-ATM Treasury Management

Managed and controlled $160 million in ATM cash in the U.S. and U.K.

funded exclusively through 7-day collateralized commercial paper.

Performed due diligence and risk analysis in support of Industry mergers

and acquisitions activity to include $200 million in deals in the U.S. and

Canada as well as serving on the Executive Management Committee as

permanent secretary.

McMaster-Carr Supply Co., a $2 billion distributor of industrial supplies.

1991-2003

Technical Contact Center Manager

Led and managed a fifty-person call center specializing in engineering and

technical customer support questions related to a 400,000-item inventory.

Handled 1,000 calls per day on average, with an additional 1,000 request

for quotation inquiries on non-catalog items.

Mid-Atlantic Sales and Marketing Manager

Responsible for the inside sales and marketing function for 150,000

industrial accounts in the Mid-Atlantic States.

Fulfillment and Inventory Control Manager

Responsible for both order filling and stock keeping of a $10 million

industrial supply inventory. Managed a department of 45 employees and

supervisors who filled 2,500 lines per day and managed 20,000 sku's in

several rack and bin configurations within 200,000 square feet of

warehouse space.

Mellon Bank- Retail Services Operations Officer.

1986-1991

Led and managed a multi-shift 'backroom' operating unit, recruited out of

college.

Education

Villanova University -Six Sigma Greenbelt Training

Six Sigma -Green Belt Certification, 2007

Temple University -Fox School of Business and Management

MBA, Leadership and Management, 1992 -1997

Purdue University -Krannert School of Management

BS, Economics Honors Program, 1982 -1986

Skills and Accomplishments

Productivity Enhancement, Continuous Improvement and Change Management

Managed the launch of a one of a kind healthcare benefits management

company. This includes vendor selection, vendor negotiation and vendor

management, flow of funds and financial operations creation and management,

and client management and retention.

Reduced field expenses by $1.5 million per annum within three months of

assuming a new leadership role at TRM Corporation. Process improvements

included using intelligent management of overtime allocation, reducing

technician visits by shipping paper supplies through Office Depot, and

implementing 'project sidewinder', a new help desk application.

Created and successfully integrated an industry leading ATM Vault Cash

Forecasting and Control System which increased the utilization of vault

cash by 500 basis points in addition to reducing staffing levels by 25%.

Led a project team of SQL programmers and mathematicians to overhaul the

forecasting algorithm and validate test results.

Developed a customer focused 'Product Help' program into an industry

leading service. Improved service level from 60% answered within 18 seconds

to 90% answered within 12 seconds. Improved productivity from 10 calls per

operator to 17 calls per operator. Purchased and employed a call listening

system to improve call quality and establish corporate-wide benchmarking

quality standards.

Justified and implemented a $500k technology enhancement program for a

group of fifty product support engineers in a technical call center.

Utilized internet access software and a proprietary database search routine

to reduce 'on hold' occurrences by 20%, and decrease average call time by

33%.

Implemented an inventory 'cycle counting' system covering 20,000 SKU's

without requiring additional staff. This system increased control of a $10

million industrial supply inventory and reduced non-fillable lines by 15%

while eliminating the need to close operations for year-end inventory.

Grew a banking operations center to support the integration of three

subsidiary units to a common processing platform. Functions included

exception item processing, statement rendering, corporate G/L control and

reconcilement, and fraud detection and reporting.

Awarded the Mellon Bank 'Premier Achievement Award' in 1991 for

contributions made to the integration of three major bank units over the

course of two years.

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