Project Manager Management

SHANE MCDONALD

abnfxq@r.postjobfree.com Dallas, TX 75236 214-***-****

PROFESSIONAL SUMMARY

Articulate, results-oriented Operations Professional with 15+ years of diverse industry experience in Finance,

Utility, and Telecom with special focus on Customer Life Cycle Management. Established leadership skills along

with creative problem solving skills in both strategic and tactical planning. Proven track record of inspiring &

leading teams to levels of high performance.

• Leadership & Team Building • Project/Program Management • KPI/SLA Management

• In sourcing/Outsourcing • Contact Centre Management • Productivity & Efficiency Improvement

• Contract Negotiations/ • Process Design & Continuous • Best Practices Assessment &

Procurement Improvement Implementation

• Receivables Management • Issues/complaint Management • Revenue Cycle Management

EXPERIENCE

DIRECT ENERGY, Houston, TX 2003-2009

One of largest retailers providing electric and HVAC services in Texas and across North America with Operations

across US, Canada and Great Britain.

Director of Customer Operations Vendor Management (2006 – 2009)

Directed and guided team of 200+ employees across both Canada and US in the following areas: Issue

Management • Process Development, Adherence, Break-Fix and Continuous Improvement • KPI/SLA

Management/Benchmarking • Contract Governance and Negotiations • Relationship building

• Managed over 50 outsource suppliers ensuring contractual SLAs were met. Built strong relationships and

ensured understanding of and adherence to corporate goals, culture and business processes.

Championed numerous change management projects/programs ensuring seamless and on-time delivery of initiatives

within budget. Resulted in approximately 40% productivity gains year-over-year.

Developed, catalogued and maintained over 500 key business processes via Six Sigma methodology.

Implemented customer enrollment process that reduced Average Hold Time by 14% while increasing customer

satisfaction 12% over previous quarter.

• Introduced an improved complaints management and tracking process/system resulting in 60% reduction in

complaint volumes and 50% improvement in timeliness of complaint responses to the PUCT.

• Designed and implemented Interactive Voice Response system to provide “self serve” functionality.

• Executed 2 onshore, 3 offshore Business Process Outsourcing Programs (BPO) to India and the Philippines .

Introduced EBPP Customer portal so customers could self serve resulted in an operations savings of 25% and also

won the environmental go green award.

Senior Manager - Risk Management, Credit and Collections (2003 – 2006)

Managed AR portfolio of $2B. Responsible for risk management strategy that included Credit Screening/ Scoring,

Risk Segmentation and Post Charge-Off Recovery including Debt Sale.

• Reduced bad debt by $24M year over year and won Presidents Award in 2006.

Implemented national web enrollment tool with embedded credit scoring and decision trees for sales channel.

• Architected new credit system providing visibility across four legacy systems prior to pulling credit report.

• Negotiated cost reductions for credit scoring resulting in annual savings of $300K.

• Authored and maintained credit and collections policy and procedures for North America.

Implemented collections Inventory management system that accelerated agency deployments from 2 months to 2

weeks. Increased performance by 30% via real time competitive reporting and profit sharing.

• Introduced risk scoring and segmentation models that helped focus units of energy on the accounts with that

highest yield and the correct treatment patterns

Redesigned the collection strategy for both internal/external as well as early/late stage collections, which included

outsourcing, and off shoring across multiple vendors.

SHANE MCDONALD 214-***-**** Page 2

BELL EXPRESS VU INC., TORONTO, CANADA 1998-2001

Leading Communications Company providing the most comprehensive, innovative suite of communication services

that includes Landline, Wireless, broadband and Satellite TV.

Director, Customer Lifecycle Operations (2001 – 2003)

Responsible for customer lifecycle management from customer acquisition to collections. Managed billing, market

exception handling, and complaint resolution processes. Directed and guided team of 56 employees. Identified

and implemented opportunities for continuous improvement for all aspects of quality service delivery. Integrated

multiple billing systems into single consolidated bill.

• Billed $6B in revenues annually over 28 billing cycles per month for 2.7M customers.

• Outsourced and managed refund, direct debt and recurring credit card functions.

Developed and implemented quality assessment program resulting in 20% increase in customer satisfaction within 6

months.

Reduced departmental expenses to $4.9M under budget and reduced headcount by 8 FTEs while increasing

productivity and reducing turnaround times by means of automation.

Introduced consolidated bundle billing model that provided operation savings of 20% via shared services

• Implemented retention plan that increased employee morale and Employee Value Index by 8% in one year.

Senior Project Manager, Financial Billing Systems/Credit and Collections Manager (1998 – 2001)

Managed $1.4B AR portfolio. Created and managed risk strategy including: Credit Screening/Scoring, Risk

Segmentation, Post Charge-Off Recovery, and Debt Sale. Closely liaised with Call Centre management teams on

continuous improvement initiatives and new program implementations.

• Implemented market share ‘Champion/Challenger’ concept increasing liquidation by 37% year over year.

Received ‘2001 President’s Award’ for team strategy to acquire 1M net new customers over 2-year period.

• Implemented ‘best in class’ post charge-off strategy that included 10 key collection agencies.

Introduced and implemented forward-flow debt sales agreements.

EQUIFAX ACCOUNTS RECEIVABLES SERVICES INC, Toronto, CANADA 1994 – 1997

Global leader in information solutions and largest source of consumer/commercial data and advanced analytics.

Analyst, Business Development

Reviewed and analyzed client profile data to explore new possibilities in market/product penetration. Liaised with

clients to review their business profile to determine their eligibility for these savings. Performed quick/accurate

analyses to ascertain reasonable profit margins. Reviewed and responded to RFP requests. Prepared outsource

proposals and quotations including ROI analysis. Monitored account inventories.

AMERICAN EXPRESS CANADA, Toronto, ON 1992 – 1994

Leading global payments, network and travel founded in 1850 that operates in over 130 countries.

Credit Analyst, Merchant Services

Investigated and worked credit exceptions for commercial and residential customers. Reviewed residential and

small commercial credit card applications for approval. Invoked appropriate fraud and identity theft procedures for

suspicious applications identified by credit bureaus. Provided on-line support to various merchant locations.

Commended for superior work performance and was presented ‘Junior Outstanding Achievement’ award.

EDUCATION, TRAINING, & PROFESSIONAL DEVELOPMENT

York University: B.A. Philosophy of Humanities

York University Professional Performance Center: Condensed Executive MBA

Technology Training: Scheduling and real-time monitoring (IEX, TCS, Centre Vu), Quality monitoring (E-talk,

Witness), MS Office Suite, MS Project, Visio, Siebel, SQL, Visual Basic

Management & Call Center Training

CERTIFICATIONS AND AFFILIATIONS

CMA – Credit Managers Association Contact Professionals Association

Speaker (3 yrs) on ‘Best Practices in Bad Debt Mgmt’ - Platt’s Conferences & Conference Connect

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