COO, Vice President of Operations

TONY DAUGHERTY

*** *********** **., ******, ** **630 916-***-**** *************@*********.***

CHIEF OPERATING OFFICER / EXECUTIVE VP OF OPERATIONS

Operations Executive with diverse experience in multiple industries. Proven success at identifying core areas for improvement,

developing leadership and a collaborative culture, and improving operating results through Key Performance Indicators (KPI).

Led multiple successful turnarounds and expense reductions through technology advances, Lean Six Sigma, and Business Process

Improvements (BPI). Skilled at improving financial performance and Profit & Loss (P&L) of multi-site operations, including the

use of Business Intelligence (BI) and opportunities with Professional Services engagements within Fortune 500 companies.

Directed operation efficiencies within First Data’s Operations that resulted in 30% less expense overhead

Successfully turned around the operations of a Marketing agency by lowering expenses and redefining work flow

Led programs and strategies to manage cash flow, producing first profitable quarter after seven losing quarters

Leveraging “C” level account relationships, implemented a National Customer Relationship Model (CRM) at DST

Output, exceeding goals of over $9M in additional sales and a contract renewal success rate of 95%

Developed an account services model raising client satisfaction to 94% while reducing expenses 18%

Directed an International Facility Project team in Argentina, leading the build out and operational setup of a new

financial remittance processing facility on time and within budget

Areas of Experience: Extensive background in Financial Services, e-Commerce, Payments Transaction Processing through Web

and Integrated Voice Recognition (IVR) systems. Led Project Management Office (PMO) and large scale Business Process

Outsourcing (BPO) divisions, Enterprise Resource Planning (ERP) rollouts, and development of multiple large scale government

proposals. Skilled at Strategic Planning, tackling complex environments, and cost effectively aligning resources, staff and

contingent workforce. Hands on leader that works and communicates extremely well at all levels of an organization.

MBA, Pepperdine University (Malibu, CA) BS, Industrial Engineering, Texas A&M University (College Station, TX)

HIGHLIGHTED ACCOMPLISHMENTS

Within five months at Systems & Methods Inc., developed mid-level Directors to understand and work toward expenses

reductions within their P&L’s across twelve States. By focusing on coaching and leadership development, created a culture with

goals aligned to improve operations, processes, and lower cost; allowing teams to work closer together as business owners.

Directed efficiency improvements, eliminating a third shift operation and call center facility, producing an overall cost

reduction of over 30% for First Data. Within three years turned an underperforming operation losing ($5.8M) annually into a

positive $3.6M. Led teams through innovative improvements and collaboration, driving leadership to manage by scorecard

reporting. Improved resource utilization and processes, dramatically improving staff morale throughout the organization.

Facilitated the split of two corporations, incorporated an Enterprise Resource Planning (ERP) solution and partnership

agreement, resulting in expense reductions of over 14%. Within Bouchard Marketing and Public Relations agency, successfully

split operations, integrating an ERP Accounting and Project Management Office (PMO) system, and streamlined the work flow.

Led programs and strategies to manage cash flow and efficiency resulting in first profitable quarter in over two years.

Reorganized leadership teams at Pinnacare with goals on efficiency and streamlined processes, facilitating a 23% reduction in

payroll and 10% in the cost of goods sold. Finance expenses were significantly reduced be renegotiating debt structure.

Implemented a Customer Relationship Management (CRM) program at DST, achieving $9M in additional sales. Teams

developed relationships targeting C-level executives, delivering annual/quarterly Partnership Management Plans (PMP) that

dramatically increased trust and relationships with executives of companies such as Ford Motors, AT&T, FedEx and Citibank.

Developed a Client Services support model which raised satisfaction to 94%. DST’s client satisfaction averaged 79%, by

restructuring client teams and focusing on business metrics the culture improved and redundancy and inefficiency was

eliminated. Teams were coached and empowered to make decisions, owning their area of the business and driving satisfaction .

Spearheaded an International Team in Argentina for DST, launching a global operation on time and within budget through

complex governmental and geographical obstacles. Rolled out a state of the art billing and remittance processing company in

Buenos Aires. Managed the site build out, financial model, operation work flow, equipment deployment and data center.

TONY DAUGHERTY PAGE TWO

CAREER HISTORY

Systems and Methods Inc. 2013-2014, Sacramento, CA

Executive Vice President of Operations – Oversight and leadership of BPO operations in thirteen States which collect,

process, and disburse child support payments; including the proprietary Visa Prepaid Debt Card and depository banking

services. The organization consists of various call centers, data entry, IT, accounting and payment processing functions.

LATCH Inc. 2013, Sacramento, CA

Chief Operating Officer - Interim role consulting with a Technology Start-Up, directing software development and

operations of a web platform that enables professionals to build channel partnerships and reciprocal referral relationships.

First Data USA 2007-2013, Sacramento, CA

Vice President of Operations - Organization revenue of over $90M and a staff of over 400 direct and indirect reports.

Reporting to the GM, led operations for the Electronic Federal Tax Payment System (EFTPS), Authenticare, and the

Government Payment Solutions organization which includes PayPoint, State Electronic Funds Transfer (EFT), and remitONE

products. Supports web and Interactive Voice Response (IVR) tax filing and payment solutions for individuals and

businesses, as well as remittance processing for Federal, State and local agency payments through financial institutions.

Previous role included the leadership of the California State Disbursement Unit (CA SDU) with revenue of over $24M and

over 200 employees. CA SDU included remittance collection, processing, and disbursement for child support payments.

Organization consisted of IT management and helpdesk support, project management office, call center, quality control,

mail processing, high speed OPEX scanning, data entry, marketing, and software change and release management.

Bouchard Communications Group / Matrix Manager 2006-2007, Sacramento, CA

Chief Operating Officer - National marketing, advertising and PR agency, including a web based marketing, mailing and

CRM program business for financial institutions across the US. Provided oversight of executive leadership for sales support,

operations and finance department of two separate businesses within the company. Led overall P&L, financial reporting and

ERP systems that created and delivered the agency’s products and services.

Pinnacare (Pharmaceutical distribution company with over $9.5M in annual sales) 2005-2006, Sacramento, CA

Executive Vice President of Operations - Provided leadership and direction for executive team and overall

organizational management. Directed the strategic account management, Finance, Accounting and Human Resources for

the business. In addition, oversight of pharmacy operations and distributions, as well as the client services and support.

DST Output (financial billing, remittance processing, and electronic presentment) 1994-2004, El Dorado Hills, CA

Director, Client Services - Directed operations and client services organization for a $120M national division. Established

and led National Account Management, software development and change management, and the client support operations

for the print and e-commerce statement presentment, ACH collections, and remittance processing services for Fortune 500

clients across the country.

Previous role included the Customer Conversion Manager which d irected the PMO office and a staff of Project Managers,

Graphic Designers and Software Development teams for the startup of new customers in US operations and abroad.

Isuzu Motors America, Japan’s US Headquarters, Transportation and Parts Distribution Centers in Whittier, CA

Site Director - Managed real estate management, lease negotiations, construction, DR, and facility operations for corporate

distribution centers throughout North America for the six US divisions of Isuzu Motors. Certified Facilities Manager

Boeing, Aerospace division in Long Beach, CA

Sr. Program Manager - Led a team of Project Engineers responsible for the design and construction of research and

development facilities. Teams led proposal and budget development, site evaluations, and equipment selection/installation.

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