Customer Management

SUMMARY

Technology executive with over a decade of accomplishments in bridging

business objectives, technology, and user experience to launch successful

products relied upon by Fortune 500 customers and millions of end users.

. Combines demonstrated management leadership experience with a strong

hands-on technical background in application, mobile and, experience

development

. Passionate about technology and customer-driven solutions, with an in-

depth knowledge and understanding of mature and emerging markets.

. Uniquely skilled at germinating new ideas, building successful cross-

functional teams, and fostering a culture of consumer-driven

development and innovation

. Equally comfortable delving into project requirements with hard-core

engineers as presenting to executive-level decision-makers and

industry analysts

. Leverages a creative teamwork oriented mindset, advanced analytical

capabilities, and strong communication skills to understand real world

needs and problems in their functional/social context.

. Strategic thinker with the ability to move seamlessly from high

strategy to immediate tactical execution.

. Adept at communicating complex technology solutions in a simple and

straightforward manner.

. Successful through delighting customers, driving and sharing the

vision and delivering the right customer-driven solutions, at the

right time and on budget.

Core Competencies

Technology Startups, Strategic Partnerships and Negotiation,

Agile/scrum Software Development, Product Management, Product

Development, Product Life-Cycle, On and Offshore team management,

Strategy, Customer Focus User Experience, User Interface Design,

Interaction Design, Rapid prototyping and user testing methodologies,

Usability, B2C & B2B ecommerce, ecommerce platforms, Multi-Channel

Integration

Past Client Experience

Ace Hardware, adidas, Aeropostale, Babies"R"Us, BabyCenter, Bath &

Body Works, Blades, BET, CBS Sports, Dick's Sporting Goods, Dockers,

Dunham's, Elizabeth Arden, Filson, GNC, HBO, HEB, Hershey, Houston

Texans, IRobot, Joe's, Kate Spade, Levi Strauss, Liberty Tax, Linens

'n Things, Liz Claiborne, Major League Baseball, MC Sports, Modell's,

NASCAR, NFL, NHL, Nickelodeon, Olympia Sports, Palm, PayPal, Pro

Golf, Public Broadcasting Service, RadioShack, Ralph Lauren, Reebok,

Rockport, Russell, San Francisco 49ers, Sport Chalet, Sports

Authority, Timberland, Toys"R"Us, Wilsons Leather, Zales, Time Inc.,

Pfizer, GlaxoSmithKline Inc., Genentech, Eli Lilly, Neurocrine

Biosciences, Sepracor Inc., Berlex Inc., Emphasys Medical, Medical

World Conference, Admed, Inc., TargetTV, Invisible Fence of CO, Stay

Dog, QVC, ASI World Conference, Admed, Inc., Schouwe Cleaning,

TargetTV, Invisible Fence of CO, Stay Dog, QVC, ASI, Ford Motor

Company, Nissan, Chrysler, AutoNation, PGA (Publishers group of

America), UpstreetAuto, CarOrder, AutoUSA

EXPERIENCE

2014 to Present TDECU

Austin, TX (tdecu.org)

Founded in 1955, TDECU is a not-for-profit financial cooperative with more

than 186,000 members and greater than $2 billion in assets. As the fourth

largest credit union in Texas and the largest in the Houston area, they are

committed to providing the highest quality service and financial products

to our members. Due to their size and long history, they offer all types of

financial products including banking, investments, insurance and real

estate.

Chief Technology Officer

. Create and execute plans (in collaboration with Sales, Marketing, and

Manufacturing) to escalate the introduction of high quality new

products/solutions that help profitably expand the company's

geographic footprint

. Ensure a focused, well-trained R&D organization that is current with

technology, responsive to customer needs, and efficient in developing

innovative customer solutions (via external collaborations as well as

internal resources).

. Help build compelling value propositions for the company's customers,

leveraging vertical expertise, superior technical solutions, and new

technologies

. Develop organization structure and relationships that ensure the

successful execution of product development and user experience

initiatives

. Develop and ensure policies and structure within Research and

Development departments that align cross functionally within the

company

2009 to 2014 NetSpend Inc.

Austin, TX (netspend.com)

NetSpend is one of the leading providers of reloadable prepaid debit cards

and prepaid debit card services in the United States. The company's debit

cards enable virtually anyone to make purchases, pay bills, secure

reservations, and shop online without the need for a bank account or credit

history. NetSpend's mission is to empower consumers with the convenience,

security and freedom to be self-banked. NetSpend targets the 84 million

United States citizens who lack or choose not to have a traditional bank

account to become full participants in mainstream economic life. This low

to moderate income (LMI) population receives over $1.1 trillion in payments

from employers, state and government entities, and holds enormous spending

power.

Sr. Director of Creative and User Experience

. Reported Directly to the President of NetSpend and Led the user

experience and creative strategy for the company including both the

direct to consumer (online and mobile) and brick and mortar channels

across NetSpend's five business lines.

. Built a team of engineers, mobile developers, web designers, user

experience architects, and product managers from the ground up that

defined and launched a customer centric product for NetSpend, BET,

PayPal, and ACE

. Initiated and led a strategic redesign of the NetSpend online product

that drove a 30% increase in the average orders per month.

. Created a strategy and executed on a detailed plan for in house and

external user testing that included in-depth ethnographic profiling,

reading comprehension testing, usability testing, brand and marketing

design and other forms of qualitative and quantitative research.

. P&L management for all communication technology (web, content, email,

social media, online marketing, etc) and user experience (Product,

mobile, research, Usability testing, etc)

. Led cross departmental and functional teams to create a multi-channel

product/platform experience that drove conversion and LTV for the

NetSpend brand and it's partner programs

. Frequently presented strategy to executive management, the board of

directors, at industry events, and at investor conferences.

Director of Online and Mobile Banking

. Led product strategy and execution for the NetSpend product platform,

combining feedback from customers, internal business partners, and

external partners to set the strategic vision and led the execution of

new features and products.

. Built a suite of internal and partner tools that includes the only POS

system in the market that supported mobile interfaces.

. Led the user experience strategy for the company including both the

direct to consumer (online and mobile) and brick and mortar channels

across NetSpend's five business lines.

. Frequently presented product strategy, proposed new product

opportunities, and presented the value of technical concepts during

company meetings, to the executive management team, and to the board

of directors.

. Developed NetSpend's analytics strategy that included both an online

page tagging system and the development of a custom analytics

platform. The NetSpend CARE (Customer Account Relationship Engine)

platform is a cross-channel marketing platform that enabled the

business to dynamically and nimbly measure and manage a growing number

of customer touch points and interactions and provided contextual

personal interactions.

. Designed and launched the first personal finance management system

targeted at customers with a low financial literacy and/or low-income,

which won the Paybefore 2010 - "Most Innovative Prepaid Program".

2007 to 2009 Trilogy Inc (also Versata, Inc a Trilogy

subsidiary) Austin, TX (trilogy.com, versata.com)

Founded in 1989, Trilogy business services are focused on the Automotive,

Insurance and Consumer Electronics industries. Highlighted as an innovative

and ambitious company by Forbes, Fortune, Newsweek, Harvard Business Review

and other leading business titles, Trilogy has consistently remained highly

profitable. Headquartered in Austin, Texas, Trilogy employs 500 business

professionals worldwide, with offices in Bangalore, India and Hangzhou,

China. Some of Trilogy's customers include Ford Motor Company, Daimler-

Chrysler, Nissan, Goodyear, Prudential, Travelers Insurance, Gateway and

IBM.

Director of Product Management - User Experience and Strategy

. Led strategy, user experience, and dramatic product release cycle as

executive team member of a $40M enterprise level content management

and e-commerce platform for automotive dealerships.

. Created a strategy and detailed tactical plan that took a non-

connected organically created code base and turned it into the most

advanced CMS/Inventory management/advertising/interactive media/e-

commerce platforms on the market

. Built an international team of developers, product managers, user

experience architects, and graphics designers that defined, launched

and marketed all new services.

. Provide technical expertise to support the business development

process by participating in presentations to potential partners, and

providing advice and information to facilitate new product development

with partners.

. Oversaw the development of the product portfolio while still

maintaining the company standard of 70% Margin, in a 95% outsourced

design and development environment.

. Ensured that the internal/external design and development teams

deliver products, services, and websites with an optimal user

experience, in conformance with product requirements and quality

standards.

. Duties included customer usability research, determining customer and

market requirements, driving overall strategy, tracking competitive

environment, writing marketing and launch plans, and developing and

communicating the overall product vision.

. Helped create and refine a development network of over 10,000 user

experience architects, programmers, and graphic designers that was

eventually opened up for use by other businesses.

. Led efforts that allowed the company to hit margin and growth targets

every quarter I was a member of the executive staff.

Sr. Product Manager - R&D, Site Experience, Online Retail

. Lead a cross-functional team of developers, graphic artist and user

experience architects to develop and launch seven successful products

that exceeded user experience and revenue goals.

. Initiated and oversaw the coordination of products throughout their

lifecycle, from strategic definition to end-of-life planning.

. Drove new product strategy that identified structural, interaction,

and editorial ways to add value for customers and increase sales.

. Accurately assessed complex user, technology and market information

that allowed us quickly develop precise product responses.

. Directed powerful redesign and re-release of primary products in a

rapid 90-day cycle, increasing time to market by 63%.

. Functioned as a mentor and knowledge expert in several technical

disciplines (Information Architecture, User Experience, Web

Development, and Interaction Design)

2005 to 2007 GSI Commerce

King of Prussia, PA (www.gsicommerce.com)

GSI Commerce is a leading provider of services that enable e-commerce,

multichannel retailing and interactive marketing for large, business-to-

consumer (b2c) enterprises in the U.S. and internationally. They deliver

customized e-commerce solutions through an e-commerce platform, which is

comprised of technology, fulfillment and customer care. GSI Commerce has

more than 4,000 employees worldwide. With a U.S. headquarters is located

along suburban Philadelphia's high-tech corridor and a international

headquarters is located in Barcelona, Spain.

Some of GSI's customers include GNC, adidas, Nickelodeon, Aeropostale,

American Eagle Outfiters, Bath & Body Works, RadioShack, Ralph Lauren, Levi

Strauss, Dockers, Ecko, Timberland, Toys"R"Us and many more in categories

including: apparel, accessories & footwear; consumer electronics; home

furnishings; appliances & tools; sporting goods & apparel; cosmetics &

fragrances; personal care; music & video; jewelry; toys & video games; baby

products; specialty foods; and pet supplies

Product Manager - Site Experience, New Technology

. Delivered brand new customer facing products for partner e-commerce

websites that improved usability, conversion, and customer

satisfaction.

. Drove architectural solutions that improved the customer experience

and avoided costly re-architecture work when deployed across different

partner sites, while generating consensus across e-commerce platform

groups.

. Provided technical, user experience, usability, product, and marketing

expertise in key sales situations.

. Responsible for strategy and product planning for next generation e-

commerce user experience found on top-tier e-commerce web sites

including Toysrus.com, Radioshack.com, DicksSportingGoods.com,

BathandBodyWorks.com, NFLshop.com, and RalphLauren.com.

. Delivered complex e-commerce and enterprise software products by

building, mentoring and motivating high performance teams.

. Ensured that the design and development teams delivered products,

services, and websites with an optimal user experience, in conformance

with product requirements and quality standards.

Information/User Experience Architect

. Selected by Senior Leadership to be part of a three person swat team

to lead the successful development and launch of the new

Toys"R"Us/Babies"R"Us e-commerce website in less than 90 days

. Worked closely with Product Team on long-term product strategy,

roadmap and market requirements.

. Defined, developed and delivered innovative new e-commerce user

interactions.

. Worked directly with high profile clients to articulate goals and

expectations of the customer to internal and external audiences, and

served as end user advocate throughout the design process

. Devised solutions that balance user goals and business goals while

fitting within the constraints of brand, time, budget, and technology.

. Partnered with Art Directors to proactively identify and present

enhancements to existing client projects.

. Documented solutions such that the output was as clear and usable as

the solutions themselves

. Participated throughout a project's quality assurance cycle to ensure

that the final product meets the expectations of the original project

requirements and design

. Identified weaknesses in current functionality and creating solutions

that better served the customer

. Deliverables include: User scenarios, Detailed user personas, User

analytics (including clickpath analyses), Use cases (with the Business

Analyst), Page-type definitions (with the Business Analyst),

Wireframes (both low and high-fidelity), Interaction design documents

(page flows, annotated wireframes), Taxonomies, Style guides, and

Client presentations and pitches

2002 to 2005 MediciGroup, Inc. King of

Prussia, PA (www.patientrecruitment.com)

MediciGroup based in the U.S. and U.K., is a specialty patient recruitment

- retention company, developing programmes for clinical trials of all sizes

in countries around the globe. MediciGlobal's expertise in patient

recruitment and retention ensures that biopharmaceutical and life sciences

companies meet their clinical study timelines. MediciGlobal is one of few

companies focused solely on patient recruitment and retention for nearly

two decades.

Some of MediciGroup's customers include Pfizer, GlaxoSmithKline Inc.,

Genentech, Eli Lilly, Neurocrine Biosciences, Sepracor Inc., and Berlex

Inc.

Web Systems Manager

. A key member of the early management staff which helped a fifteen

employee startup become a multi-million dollar, industry leading,

design and development shop

. Pioneered self led online clinical trial patient recruitment screening

with an adaptable algorithm for study specific criteria

. Created an industry changing software platform which perfected the

flow of patients from multiple streams into a single data repository

for verification and distribution to clinics

. Developed a study retention award redemption e-commerce platform

. Successfully completed multiple SEM/SEO Campaigns which drove early

completion of the recruitment process, saving the company hundreds of

thousands of dollars per study

. Generate, develop, and execute strategies for improving all aspects of

corporate and client business including strategies for web sites,

technical architecture, visual impact, messaging, content, and lead

generation

. Drove the development of new corporate brand identity with the help of

an art director

2000 to 2002 Invisible Fence Corporate

Malvern, PA (www.invisiblefence.com)

Interactive Training Developer (Desktop and Internet)

. Developed a complex training package for new franchise owners which

included: a Video Training suite (Dog training, Technical Training,

Business Training, etc Desktop/Online Interactive Multimedia

training library, Online Certification Testing, and a Dealer based

training repository

. Helped develop and maintain a B2B e-commerce platform, which allowed

real time inventory management and purchasing (prior to this all

orders were faxed)

. Designed and Maintained a marketing analytics and sales reporting

platform (prior to this all reports were stored and run in excel

files)

. Created demographic marketing and sales reports

EDUCATION

Western Governors University

M.B.A. Information Technology Management

Springhouse Computer School

Certified Internet Webmaster

Springhouse Computer School

Advanced Web Programming

Advanced Flash Programming

Western Governors University

B.S. Business-Information Technology Management

Contact this candidate