Financial Operations Expert

Jim Marsh

**** * *** ****** ** Phone: 661-***-****

Scottsdale, AZ 85258 Email: ********@*****.***

Financial and IT Operations Management Professional. Performed at Director/VP Level in major areas of Billing, Collections, Fraud, IT. Implemented solutions in Marketing and Customer Service. Worked closely with both small and multi-national companies and managed groups from 10 to a multi-location call center of over 200.

Innovative Problem Solver – Proven track record of successfully identifying problems, creating innovative solutions and coordinating implementation to achieve positive margins and improved customer satisfaction.

PROFESSIONAL EXPERIENCE:

PCS Telecom - Director Finance and Revenue Assurance 2005 - 2009

Provides operator services to correctional facilities in 23 states.

• Managed $35M in collect billing

• Enhanced Prepaid processes (Web and IVR) growing from $10M to $24M/Year

• Moved 25% of revenue to higher margin products

• Implemented card not Present Fraud processes to reduced Credit Card fraud from 2.5% to 0.3%,

• Planned and implemented Back Office System Redesign. Improving efficiencies by 50%

• Reduced Commissions timeframe from 4+ weeks to 2 weeks

• Re- negotiated vendor contracts saving over $1M/year

• Implemented changes that bought $1.5M in 2008 and over $2M in 2009 to the bottom-line

lock\line, Inc – Director Fraud 2005

lock\line performed the insurance claim process for wireless handsets.

• Re-evaluated Claims Review System and implemented detail analysis program and roadmap for more effective risk escalation

• Implemented ‘Eye on Fraud’ CSR program increasing fraud awareness and referrals 500% in first month

• Obtained 1st Arrest for company.

• Implemented Secret Service and Dept of Insurance inter-agency cooperation. Took down $3.5M Fraud Ring

The Marsh Group - Owner 2002 – 2005

Consulting company focused on improving margins and processes. Self employed, P&L responsibility, Sales and Business Development

• Clients (Qwest, Sprint, Ectel, Sotas, Equinox, Digicel, Jamaica)

• Developed Revenue Assurance organization and processes for Digicel, Jamaica

• Performed Investment Bank assessment for potential merger of Prison Operator Service Vendors, identifying synergies, cost reductions and process improvements.

• Created comprehensive integrated plan for Qwest; coordinating authentication, service order management, fraud and collections as an end to end receivables/risk management plan to attack over $600M in fraud and bad debt

• Identified and provided controls to reduce telco costs by 40%

Jim Marsh Email: ********@*****.*** Page 2

• Revamped Consumer Credit Policy processes and procedures for Qwest Wireless

• Analyzed SAS scoring models and data.

• Developed product enhancements for Software Vendors (Sotas, Ectel, Equinox)

• Developed Transactional Collections concept providing advanced indications of Bad Debt risk.

The Management Network Group - Risk Management Practice Leader 1998 – 2002

Telecom focused consulting company; was the practice lead for risk management in the revenue assurance area. Performing sales and consulting activity

• Developed business case for fraud-managed service offering to the telecom industry. Revenue projections grow from $7M to $55M/yr over 5 years.

• Project managed the creation of Fraud Management Operation for Williams Communications, a start-up wholesaler, inclusive of policy, Business and IT requirements, vendor review, vendor selection, fraud system implementation and departmental interfaces. Created and implemented fraud management as a marketing strategy.

• Developed VOIP requirements for Soft Switch Platforms

• Managed Billing System Conversion and implementation (Kenan and Infodirections)

• Dir Revenue Assurance for essential.com and e.spire . Managed Collections, Telco Cost and Billing, Credit Card Processing

Prior to 1998 -

MCI Telecommunications - Sr. Manager, Fraud/Collections/Billing

• Managed Call Center - 200 personnel, 2 sites.

• Developed Advanced Risk Management Concept dropping Bad Debt rates 30%.

• Created business fraud detection unit – retail and wholesale

• Managed Outsourced staffing organization

• Managed Specialized Billing Organization- $5M in monthly billing

• Managed IT Information Center

McDonnell Douglas - Sr. Systems Analyst and Quality Engineer

EDUCATION

MBA - MIS Minor - Southern Illinois University – Edwardsville, IL

BS - Industrial Technology, Electronics Minor - Eastern Illinois University

ASSOCIATIONS

Communications Fraud and Control Association – previous Board Member

Telecommunications Risk Management Association – Chairman of Fraud SIG

Association of Certified Fraud Examiners

Published author and speaker on Financial Operations and Processes.

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