Business consultancy with expertise in payment related technology initiatives including interchange management, payment routing, technology strategy, and implementation expertise for billing organizations in the Banking, Financial Services Health Care, Utility, and Lending marketplaces. More information available at www.whladvisoryservices.com.Among other efforts, working on initiative to implement improvements to high value global payments.Finished an interesting engagement project to evaluation Customer Relationship Management (CRM) and sales pipeline management tools in the non-profit space. Fascinating how the "self deployment" tools for things like HubSpot, Monday.com and Salesforce have evolved. My work covered the complete cycle from solution analysis, initial deployment support, and ensuring that the non-profit has capable solution administration.

Completed short term effort to assist a WMBE enterprise in operations and management. Successfully able to generate additional revenue through new business development and improved pricing of existing customers. Increased revenue by driving additional business opportunities as well as initiated a repricing of a key customer segment, without impacting customer retention. Helped gain renewal of significant contract.

Responsible for initiating, implementing, and driving return on key partnerships in our business supporting Fortune 500 billing organizations. Partnerships help drive results in new market segments. Helped led push into new vertical markets growing revenue to $50M+ over a multi-year period.

Serve as senior technology leader for multiple client relationships, including overall largest account, by revenue, to division. Contribution from my accounts contributes 25% of division revenue. Boosted client satisfaction through disciplined process analysis and targeted technology investments.Direct team providing technology service delivery including Change, Problem, Knowledge, Measurement & Analysis, and Call Center. Implementing strategy to dramatically improve client satisfaction through processes to improve Change Management (200bp annual improvement in change success rates), Problem Management (virtually eliminated repeat incidents), and Knowledge Management to improve client experience. Used the industry standard, Information Technology Infrastructure Library as a guide.

Responsible for onshore and offshore software development activities to support business objectives. Increased percentage of software development offshore by 20% and drove down software development unit costs annually by more than 5%. Lead software development on flagship bill payments product including ancillary systems such as care tools and payment routing. Responsibilities also include all new business implementations as well as client initiated maintenance. Direct and indirect staff of more than 90 software development professionals across multiple sites around the globe. Directed transition from waterfall to agile software development.

Built a robust implementation process for innovative solution of delivering electronic billing data from billing organizations to financial institutions.Team built more than 500 client implementations and went from delivering 4,600 electronic bills monthly to more than 300 million annually. Established relationships with virtually every major consumer billing organization across multiple vertical markets. Built a team of project and program managers capable of implementing solutions for major billing organizations through a consistent delivery model. Team ultimately consisted of almost 100 individuals across multiple domestic and foreign sites.Led a team of 100 responsible for client facing implementations of Fiserv billing and payment solutions across multiple platforms and client vertical markets. During this period, business grew from zero to $50M in annual revenue. Drove client satisfaction with the implementation process to highest results across enterprise. Routinely achieved 90%+ client satisfaction with the implementation process.

Built a robust implementation process for innovative solution of delivering electronic billing data from billing organizations to financial institutions.Team built more than 500 client implementations and went from delivering 4,600 electronic bills monthly to more than 300 million annually. Established relationships with virtually every major consumer billing organization across multiple vertical markets. Built a team of project and program managers capable of implementing solutions for major billing organizations through a consistent delivery model. Team ultimately consisted of almost 100 individuals across multiple domestic and foreign sites.

Variety of operational roles associated with a limited charter credit card bank coupled with a financial services firm. Managed functions including Finance, Collections, Credit Administration, Business Development, Merger Integration, Telemarketing, and Relationship Management with key business partners. Experienced in both traditional Visa / MC bank cards as well as petroleum private label credit cards.