Customer Service Management

David Miller

**** **** **** *****, ********, TX *5071

214-***-**** *************@**.**.***

EXECUTIVE SUMMARY

Operations • Credit Portfolio Management • Finance • Corporate Services

Customer Relationship Management • Operational Efficiency • Staff Building

Recognized as an extensively experienced Corporate Director, showcasing twenty years of accomplishments in

operations; credit portfolio management; customer service; corporate finance; training; service delivery; product roll-out;

productivity improvement; and modifying/implementing business and technical processes. Earned reputation for

consistently solving vexing corporate-wide problems.

Skilled in continuous multi-location operations, providing a cool hand on the throttle and a cool head at the helm through technical

breakdowns and major policy changes. Leads successful finance and operational projects in a Fortune 100 corporate environment where

sustainable growth and financial accountability is held to be paramount, downtime unthinkable. Key competencies include:

• Regulatory Compliance • SOP Authorship and Operational Reorganization

• Customer Service • Staff Training, Mentoring and Leadership

• Cost Avoidance Budget Management • Fraud Prevention/Risk Management

• Vendor Relations/Contract Negotiations • Operational Efficiency/Systems Design

• KYC & AML Compliance • Corporate Travel and Logistics

•

CAREER SYNOPSIS

J.P. Morgan, Chase Commerce Solutions, Dallas, TX & Salem, NH

2007-Present

Global leader and provider of innovative banking products and services to consumers and business’.

DIRECTOR, CREDIT PORTFOLIO MANAGEMENT & UNDERWRITING

MANAGING

Manage team members and affiliates at multiple locations engaged in portfolio management and risk related functions in

the support of a $50B global payment transaction-processing portfolio of mid-market and national clients. Responsible for

minimizing loss rates attributable to liabilities centered around bad debt, regulatory compliance and the structuring of new

business relationships. Partners with Executive Management and all levels within Legal, Sales Administration, Account

Executives, IT, Compliance and Training, to promote operational excellence and the expeditious resolution of complex

customer issues.

Restructured the department along functional job responsibilities to maximize capacity and promote technical

expertise in each business area and developed a long term plan to address future growth.

Reengineered policies, procedures and reporting to return to compliance resulting in “Passed” audits compared to

predecessor results.

Eliminated a previously accumulated 6-month backlog of periodic credit reviews through staff motivation and

improved tracking which resulted in collateral action of $25MM to mitigate potential losses.

Improved employee job engagement by greater than 50% compared to predecessor results.

Achieved minimal “world class” loss rates in the worst economy since the Great Depression.

Identified counterproductive draws on resources stemming from incomplete Credit Applications and New Division

Setup Paperwork and implemented a formal training program having a positive impact of 30%.

Negotiate 95% of all new merchant contracts and renegotiations associated with existing clients to promote the

best possible risk protections.

Reengineered the contract administration process on the National Platform resulting in a more efficient and timely

process while enhancing the integrity of the contracts.

Managed the Third Party Processing Model supporting more than 10MM Sub-merchants.

Lead merchant underwriting teams across multiple platforms to support clients processing 50% of the Internet

Transactions in the United States.

Résumé of David Miller, 214-***-**** continued Page 2.

Friedman’s, Addison, TX 2006-2007

The third largest jewelry chain in the US, with 420 stores, revenue exceeding $425 million in 2006.

DIRECTOR OF CREDIT FINANCE

Responsible for planning, forecasting and analysis of financial/operational aspects of credit, revolving, installment, bank cards and

checks. Maintains General Ledger Interfaces, GAAP compliance and Data Warehouse integrity. Coordinates accounting and finance

related responsibilities to ensure delivery of budgets and intra-departmental portfolio profit optimization efforts.

Serves as the lead liaison with the finance department on credit-related accounting and financial analysis as well as needs for financial

control related systems requirements. Reviewed and approved efforts related to NPV modeling for justification and rationalization of

Sell/Retain account receivables.

Completed comprehensive, 160 page planning and forecasting budget report for all credit sales of 2007.

Member of the financial statement drafting and operational controls committees.

Proactively identified trends in the sub-prime credit environment and reacted by implementing strategic changes in

underwriting and account management techniques that saved the company Millions of Dollars.

CompUSA, Inc., Dallas, TX 1990-2006

A $4 billion leading retailer of computer and technical products.

1998-2006

DIRECTOR, CREDIT & CORPORATE SERVICES

Assumed P&L responsibility and operational management of a $250 million in-house Net 30 program, with a DSO of 39

and a bad debt rate of less than .06%. Maintained a 1.5% of sales program cost. Managed credit portfolios, to include

underwriting approval, collection effectiveness and overall cost. Responsible for total corporate exposure including fraud

prevention, IS project coordination, risk management and reporting. Underwriting experience exceeding $35 billion.

Provided advice, counsel and ongoing training to supervisors and line staff in high risk credit decisions and escalated

customer issues. Optimized ROI for departmental projects and activities. Provided technical interpretation of laws and

regulations regarding the terms and conditions of contracts and compliance with federal and state laws.

Reduced D&B expenses 10% by negotiated rate reductions and strategic report selection.

Tracing a chronic profit leak, created a Vendor Credit Scoring Program that saved over $1 million.

Ahead of schedule and under budget implementation of an automated collections program (GetPaid) that was in

the black within the first 12 months.

Chaired a committee on Internet Fraud that reduced chargebacks from 6% to 0.4%.

Developed a second look private label commercial credit card program that increased credit approvals by 20%.

Reduced company-wide travel expenses 15% by implementing an on-line travel booking system while negotiating

highly favorable service provider rate reductions. Slashed hard expenses by more than $3 million through building

consolidation projects.

DIVISIONAL CREDIT MANAGER 1996-1998

Led a staff of 65 Collections Specialists and New Accounts Staff, charged with underwriting new accounts and credit

limits on all portfolios. Reviewed/approved International and Standby Letters of Credit as security instruments.

Interfaced with the Director of Credit to develop and implement credit policies and procedures to improve results.

Managed a portfolio of $78 million, with average days to pay of 47.

Introduced satellite imagery, reducing new account fraud and expediting the verification process.

Improved the commercial and retail check recovery ROI by 40% by aggressively negotiating fee discounts.

Authored training manuals and instructional videos for sales personnel and credit/collections team-members.

EDUCATION

Stephen F. Austin University

Bachelor of Arts Degree

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