Director of Process Excellence

William G. Eby

**** * ******** **., ******, GA **082

865-***-**** (cell)

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

EXECUTIVE SUMMARY

Big picture strategy leader with the technical experience to understand front line operations and change management implications. I have experience in both service and manufacturing sectors. My desire to develop talent and manage through influence helps build and maintain strong working relationships.

CORE COMPETENCIES

Operating Effectiveness, Process Optimization, Change Management, Data-Based Decisions, Statistical Modeling, Forecasting, Continuous Improvement, Relationship Management, Six Sigma Development and Deployment

PAYMENTS INDUSTRY CONSULTING EXPERIENCE

Sales/Telesales Operations, Credit/Risk, Product Development, Card Embossing & Production, EMV Implementation, Terminal Development, Call Center Operations, HR Onboarding, Sales Compensation Administration, and EFTPS

EXPERIENCE FIRST DATA CORP.

Oct – Present Director of Strategy and Programs for SMB Direct Atlanta, GA

Run sales strategy for small merchant business. Report to two SVPs and provide support and direction to six RVPs and ~ 800 sales agents.

Design merchant engagement programs, commissions for hardware, product training, reporting metrics and scorecards, and sales enablement through software integration.

Design and measure pilot programs for new products and third party solutions to continually further First Data and Clover product offerings.

Developed the strategy and rollout for 800 sales agent’s electronic hardware to support a new boarding platform, business needs analysis, and pricing model. Currently measuring increased productivity through activation timeliness, sales per month, and financial margin.

2013-2016 Director of Internal Consulting/ Process Excellence Atlanta, GA

Designed and implemented a new process flow in two credit card embossing facilities resulting in $4M in annual savings from improved inventory and card sorting procedures.

Redesigned the operation of four Credit/Risk teams during a site move that resulted in $3.3M in savings. Consulted to CCO on opportunities and received buy in to implement.

Launched a process for large merchant EMV certification in partnership with a major technology company that engaged 600 national merchants and raised revenue $5M per year.

Reviewed all of the Product Development and Management organization (300 employees) for operational effectiveness and found $8M in cost savings opportunities. Solutions included: dynamic routing for debit network and AGILE implementation for terminal development.

DELTA AIR LINES

2013 Sr. Process Engineer, Airport Customer Service Atlanta, GA

Engineer responsible for lobby analysis during remodels in San Francisco and Narita, Japan.

Optimized lobby layouts, check in procedures, and staffing models using advanced statistical distributions (i.e. Erlang) and ProModel simulation software. Designed customer engagement practices to understand end user needs for boarding and check in.

Built a staffing model for the International TSA baggage search room that resulted in 80% fewer bags missing domestic connections due to baggage search in the Atlanta airport.

HUMANA INC.

2011-2012 Regional Stars Quality Director, Sr. Products Atlanta, GA

Solely responsible for maximizing Quality Stars scores for Southeast Region (GA/NC/SC.)

Managed relationships with 30+ provider group leadership teams. Partnered with these groups to improve their quality scores through care coordination and data sharing.

Regularly educated large groups of physicians on CMS Stars and bonus opportunities.

Directed 350 Quality Nurse visits in three months to ensure that identified provider groups would be educated and engaged in the CMS Stars and Humana Stars Rewards programs.

Raised star levels on each contract year over year yielding a $10M bonus increase.

2010-2011 Strategic Consultant, Business Advisory Group Louisville, KY

Consulted with Humana and Concentra C-Level leaders on four synergies identified during the Concentra acquisition regarding integration of Humana’s mail Rx division with Concentra’s Rx repackaging facility. Responsible for assessing the synergies for financial viability and designing work streams to realize opportunities.

Drove a high profile team to develop a new product offering in accordance with the Humana/Vitality joint venture. Humana Vitality became the #1 wellness incentive solution in the country for large businesses.

2008-2010 Quality Engineer (QE), Master Black Belt, QE Department Louisville, KY

Directed teams of six people in process improvement projects. Areas include: Pharmacy, RightSourceRx, Medicare Enrollment, Account Installation, and Senior Products.

Averaged 10 improvement initiatives implemented and ~$4 million in savings per year.

Taught ~200 associates per year through Yellow Belt and Lunch ‘n Learns (Forecasting, Pivot Tables, and Statistics). Personally designed Forecasting module.

EDUCATION VANDERBILT UNIVERSITY OWEN GRADUATE SCHOOL OF MANAGEMENT Nashville, TN

Master of Business Administration, May 2008

Concentrations: Operations Management, Strategy, Human Organizational Performance

GPA: 3.65 GMAT: 700 (93rd percentile)

CLEMSON UNIVERSITY Clemson, SC

Bachelor of Science, May 2006 Major: Industrial Engineering; Minor: Economics

Graduated summa cum laude with Honors, President’s List, Overall GPA: 3.94 (#2 overall)

Senior of the Year award for Industrial Engineering

Four semesters as a Co-op working full time for Delta Air Lines in the Technical publications department. Earned Six Sigma Green Belt.

ADDITIONAL

Eagle Scout

ASQ Certified Six Sigma Black Belt #8462

Malcolm Baldrige Certified State Level Examiner (Kentucky)

Engineer in Training certification

Personal interests include: home brewing, bowling, golf, snow skiing, table tennis

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