Customer Service Project

Gregory L. Shireman *******.********@*******.***

*** ****** ***** **********, ******** 60193

847-***-**** (H) 847-***-**** (C)

www.linkedin.com/in/gregshireman

EXECUTIVE PROFILE

An Information Technology Executive with a track record of leadership,

innovation and execution. A leader of worldwide technology development and

project teams, with expertise in complex system designs and

implementations. Deep experience in Direct Marketing, Financial Management

(CPA) and Six Sigma Quality management, with the ability to partner with

business leaders. Skilled at efficiently aligning IT resources and new

technologies to ensure the right balance between strategic and tactical

requirements, while delivering on high ROI Projects.

EXPERTISE

Project Management (PMP) Data Warehouse Design & Management Analytics

Management

Direct Marketing Management Lean Six Sigma Leadership Financial ERP

System Implementations

Call Center Application Development Financial Management & Planning

Customer Service Delivery

PROFESSIONAL EXPERIENCE

GLS INVESTMENTS LLC, Schaumburg IL.

4/2013 to Present

CEO

Purchase distressed properties and convert to positive cash flow rental

properties

ALLSTATE\ INSURITY, Northbrook IL.

1/2013 to 4/2013

Consultant

Engaged by an Insurity board member to be an onsite consultant at Allstate.

Challenged to coordinate the troubleshooting of online systems performance

issues and assemble system enhancement plans.

. Provided root cause analysis of billing and receivables errors to CEO

of Insurity.

. The out of balance policies errors were reduced to near zero.

. Reengineered the Allstate backend premium and cash reconciliation

process.

. Completed the project on time and within budget, delivering to the

satisfaction of Allstate.

EXPERIAN MARKETING SERVICES, Schaumburg, IL 2007 to 2011

Experian Marketing Services provides direct marketing services to clients

to profitably acquire, retain and grow their customer relationships. Major

product lines include Database Management, Data Integrity, List Processing,

Consumer & Business Data, Email Marketing and Strategy & Analytics.

Vice President, Global Product Development & Delivery (Business Unit CIO)

(2009 to 2011)

Selected as direct report to the Experian Global Delivery Director (UK

title; SVP equivalent) and a member of the Senior Leadership team in the

Data Management Solutions business unit ($80MM revenue). Appointed to lead

a team of 93 IT project managers, architects, business analysts, product

developers and customer database support technicians in three US locations

and Costa Rica. Challenged to make the division profitable and reverse

operating losses from aging product lines, project cost overruns, and out

of control IT infrastructure costs. Required to update Database product

offerings and to consolidate duplicate Customer Data Integration systems

and mainframes to reduce fixed costs. The strategic IT road map and

overall systems architectures were revised, and product features had to be

enhanced to compete in a digital world.

. Returned Division to profitability in 2010, within one year of taking

on the Business Unit role.

. Initiated and obtained approval for an $8MM project to move Experian's

direct mail services from a mainframe to a distributed systems

platform, offering real-time data hygiene, data enrichment and scoring

services. Projected to reduce costs by over 400%, for an estimated

$4.5MM a year in bottom line profitability.

. Reengineered Experian's Truvue Customer Data Integration product to

run on distributed systems rather than on an IBM mainframe. Reduced

the cost to operate the hardware and software by over 600% for a

$2.5MM savings per year, while leveraging new technologies from IBM

(pureScale RDBMS).

. Eliminated and consolidated mainframe and distributed system hardware

and software accounting for $2MM a year in ongoing savings.

Gregory L. Shireman Page 2

EXPERIAN MARKETING SERVICES

Vice President, Global Product Development & Delivery (Business Unit CIO)

(2009 to 2011) continued

. Reengineered the printing and inbound and outbound file handling

functions saving in excess of $1.6MM a year.

. Completed all major development projects and client installations for

2010 on time and within budget. Maintained service agreements for 350

clients, including American Express, Wal-Mart, and Hewlett Packard.

. In conjunction with service delivery, retained 90% of the existing

client base; a 20% increase in client retention rates from 2009.

. Increased employee satisfaction scores in excess of 10 percentage

points on the employee opinion survey, while cutting costs and

reducing headcount.

Vice President Database Service Delivery (2007 to 2009)

Reporting directly to the Senior Vice President Service Delivery and

Technology Services, asked to lead a team of 100 full time database service

representatives and technicians in four US locations and in Costa Rica.

Expected to provide the delivery of database services for over 50 large

customers B to C marketing databases, and ensure the delivery of customer

data integration for large bank's CRM systems.

Significant accomplishments include:

. Led a team to determine the future of the Database unit. The

project's scope included individual product exits and new product

investment strategies. Achieved the goal to cut operating losses and

return the $60MM unit to profitability.

. Represented the IT function on the team that developed the Totalvue

Universal database product line, which became the foundational

business model for all database development.

. Successfully moved 11% of the Database support staff to a newly

established office in Costa Rica, achieving 11% operating cost

reduction and no disruptions in service.

. Reversed the corporate decision to close the database product line by

providing new financial data from individual client P&Ls and KPI

dashboards tracking the services provided to client.

GE MONEY, MONEY SERVICES, Schaumburg, IL 2006 to 2007

GE Money provides credit products and services to retailers and consumers

across North America. The Money Services division included the GE

Partnership Marketing Group, CashWorks (Check Cashing) and Web based

consumer saving accounts.

Lean Six Sigma Quality Leader (SVP level)

Appointed as a member of the Senior Leadership Team reporting directly to

the CEO of GE Money Services to lead a staff of six full-time Black Belts

and Master Black Belts. Commissioned to lead the effort to identify and

launch cross functional strategic business initiatives, and select, mentor,

and train high potential management candidates to lead these projects.

Significant accomplishments include:

. Led a project to remove human call center intervention from an online

check cashing process at CashWorks. The need for a 60 person call

center was eliminated while keeping check cashing fraud losses

constant.

. Designed and implemented a system to track subprime mortgage default

returns for WMC mortgage.

. Led the project to successfully shut down business operations at

CashWorks.

. Implemented Net Promoter Score tracking at the GE Partnership

Marketing Group, and implemented feedback systems to drive customer

satisfaction scores to new highs.

Senior Vice President and Chief Information Officer (CIO) (2005 to 2006)

Selected by the CEO and as a member of Senior Leadership Team to lead a

staff of 58 full-time employees and over 100 outsourced onshore and

offshore contractors. Expected to provide the delivery of all voice, web

and computer applications for the division. Challenged with financial

regulations and a declining profitable client base that was having an

adverse impact on margins. Saw the opportunity to rewrite the strategic IT

roadmap to reduce overall costs and to utilize technology to become a world

class provider of auto disablement dispatch services.

Gregory L. Shireman Page 3

GE PARTNERSHIP MARKETING GROUP

Senior Vice President and Chief Information Officer (CIO) (2005 to 2006)

continued

Significant accomplishments include:

. Developed a new web based call center application to globally service

over 2MM auto dispatch calls a year. Successfully utilized Location

Based Services (LBS) to accurately Geo Code the longitude and latitude

of the auto disablement for accurate dispatch and billing.

. Developed and installed an algorithm to statistically predict which

tower to select for an auto tow dispatch. Statistically optimizing the

auto dispatch produced savings of $1.38MM a year.

. Successfully implemented three new auto wholesale clients (Verizon,

Porsche and Dollar Thrifty Rental).

. Reduced IT operating expenses by $2MM (10%).

. Completed a successful technology pilot to provide OnStar like

services for Ford Motor Company.

. Increased the utilization of offshore development teams by 21% to 64%

of total development.

. IT Employee satisfaction survey results increased an average of 12%

across the board.

. Completed an Oracle Financial systems conversion (G L, AP & PO).

.

Lean Six Sigma Quality Leader (SVP) (2004 to 2005)

Promoted as a member of the Senior Leadership Team reporting directly to

the CEO of the GE Partnership Marketing Group to lead a staff of six full-

time Black Belts and Master Black Belts. Assigned to lead the effort to

identify and launch cross functional strategic business initiatives. Asked

to select, mentor and train high potential management candidates to lead

these projects.

Significant accomplishments include:

. Led a Quality initiative to increase customer retention. The use of

Design of Experiment (DOE) and a rigorous measurement system

identified over $1.2MM in expense savings and increased revenue $1.6MM

a year.

. Led a Quality initiative to establish a broker sales channel. Several

business systems and processes were reengineered to accommodate this

new sales channel.

. Led a Quality project to reduce customer refunds. IT systems were

rewritten, refund policies were revised and customer service

representatives were retrained. Refunds were reduced over $1.1MM

(10%) a year.

. Implemented Print on Demand membership fulfillment saving over $600K

on an annualized basis.

Leader Business Intelligence and List Processing (VP) (2000 to 2004)

As the business intelligence leader, was asked to lead a team of 23 full-

time marketing planners, list processors, project managers, analysts, and a

variable staff of onshore and offshore contract programmers (14). As a

direct report to the Senior Vice President of Database Marketing and Chief

Information Officer, selected to lead the formulation and execution of

Partnership Marketing Group's (PMG) overall data strategy as well as all

information technology development for Finance, Risk and Data Base

Marketing and Analysis Divisions. The passing of the Gramm-Leach-Bliley

Act reduced the amount of credit information legally available for

targeting customers. Marketing campaign response rates fell and margins

were reduced from 40% to less than 10%. This created a need to design and

implement a campaign selection management and tracking system to utilize

commercially available non-credit consumer information to improve response

rates and to identify non profitable business.

Selected accomplishments include:

. Designed and implemented a world class campaign management, Data

Warehousing and Business Intelligence reporting system. The system was

credited by the CEO as "a major factor in the company's return to

profitability".

. Identified and implemented a new Do-Not-Solicit process that increased

total PMG sales by over 10%.

. Created a SAS Marketing Data Warehouse to consolidate customer data from

over 18 different operating systems in GE Financial Assurance (Genworth).

The project was completed within a year and provided in excess of $1MM

in payback in the first five months of operation.

. Winner of the GEFA Platinum Award, the highest award for individual

achievement.

Gregory L. Shireman Page 4

Assistant Vice President Financial Systems (1995 to 2000)

Selected by the Senior Vice President and Chief Information Officer to lead

a staff of 20 full-time associates and additional contract programmers.

Responsible for all information technology support and development for

accounting, purchasing, budgeting, forecasting, marketing decision support.

Selected accomplishments include:

. Managed one third of a $21MM project to incorporate the Amoco Motor Club

into PMG's systems.

. Converted PMG's financial and payroll systems into the GE Standard Oracle

financial systems.

. Overall project director for the installation of People Soft Financials.

The General Ledger, Accounts Payable and Purchasing modules were

successfully installed on time and within budget.

FLEXI INTERNATIONAL SOFTWARE, Schaumburg, IL 1994 to 1995

A software startup company that produces financial accounting software and

specializes in high performance applications for large complex financial

service companies. (Revenue $40MM)

Senior Product Consultant

Responsible for pre-sales support for Flexi's line of client server

accounting products. Reported to the Sales Director of Flexi's Central

Region. Supported general ledger, accounts payable, purchasing, accounts

receivable and fixed assets. Provided application and technical support for

prospective clients prior to the purchase decision.

THE SIGNATURE GROUP (purchased by GE in 1999), Schaumburg, IL 1988 to 1994

Manager of Corporate Financial Planning and Analysis (1991 to 1994)

Systems Administration & Control Manager (1988 to 1991)

EDUCATION

MBA Finance, Indiana University, Bloomington, Indiana

Specialized in International and Managerial Finance - GPA - 3.56/4.0

BSM, Accounting, Purdue University, West Lafayette, Indiana

Graduated with Distinction - GPA - 5.62/6.0

Certified Public Account (CPA): Issued by the State of Illinois

Lean Six Sigma Quality Leader (one step higher than Master Black Belt):

General Electric trained

Project Management Professional (PMP) - Project Management Institute

Real Estate Broker - Issued by the State of Illinois

Strategic Leader Program Graduate -Center for Creative Leadership

Technologies Managed

Package Experience: Alterian, Unica, Campaign Elements, Multi Channel

Marketer, Oracle Financials (G L, AP, PO), PeopleSoft Financials (G\L, AP,

PO), Flexi International Software (G\L, AP, PO, A\R, FA), Frx Financial

Report Writer, Lawson Software (Billing and Accounts Receivable), Hyperion

Enterprise

Programming Languages: C, .NET, Visual Basic, Java, ASP, Cobol, Assembler,

SQL, Power Builder

Database: IBM DB2, IBM pureScale, Informix, Oracle, Sybase, Teradata, MS

SQL Server, MS Access

Web: IBM WebSphere, IBM Rational Application Developer, Sun ONE

Operating Systems: zOS, MVS, Solaris, AIX, Redhat Enterprise Linux, Windows

2000, Windows XP

Data Warehouse: Informatica (Powermart), IBM DataStage (Ascential), Ab

Initio, Microsoft SSIA, Sybase IQ, Business Objects, Cognos, Microsoft

SSRS, Erwin, Oracles RTD, Oracle OLAP, WhiteLight (OLAP), TM1 Perspectives

(OLAP), Hyperion OLAP, Group 1, Finalist, Minitab, SAS, Seagate Reports,

Seagate Info

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