Carla Bettens Email & Phone Number

Farmington Hills, Michigan, United States

Lead cross functional product management team while balancing company goals with long-term market trends and opportunities. Developed and maintain company-wide product road map with a key focus on eChannel solutions such social media, mobile and internet banking. Responsible for directing, establishing, maintaining and planning the overall strategies for product management, including on-premise and outsourced solutions. Instrumental in handling all phases of vendor management. • Developed product launch best-practices and marketing strategies through collaboration with Marketing & Communications.

Managed project resources within Information Technology group with focus on ECM (Enterprise Content Management). Additional responsibilities include developing and implementing Product Management Office. Developed best-practices and processes surrounding the life-cycle of Products, including qualification methods needed to assure new and existing products align with Strategic Plan.• Spearheaded efforts to deploy custom ECM software to resolve system performance issues. Recommended to cancel project and redeploy investment towards new system, resulting in a net savings of $225K. Mitigated risk and exposure due to performance issues. • Built Check21 capture product cost model and lead the negotiations of a new Agreement with preferred business partner. Cost and business analysis activities resulted in $250K savings over a 5-year period.

Lead efforts to build upon the retention of client relationships, while supporting continued growth and addition of new client transitions and new products. Built support systems and processes to aid in the Client Relationship Management practices such as developing a CRM profile of existing and prospective clients.

Lead efforts to ensure the longevity of client relationships while enhancing the customer experience, in the face of major client transition and new product rollout challenges. Work to maintain retention of $45 million large financial institution client base while transitioning more than 40 credit union clients to other platforms.• Working with minimal staff and resources, rallied the troops and instilled discipline and accountability.• Turned around National Account Program, instituting changes designed to deliver impeccable “white glove” support to the company’s top nine strategic clients.• Galvanized team and collaborated closely with division leadership to retain 3/4 of the client base being migrated to new platforms, while redeploying all associates with zero attrition.

As leader of 100+ matrix organization, directed all aspects of company’s $25 million account processing product, “CUBE,” for both its in-house and ASP platforms. Scope included full life cycle product planning, product management, and deployment of upgrades and new releases.• Crafted product line sunsetting strategy that saved company $11 million in costs over 5 years.• Orchestrated incisive and precise forecasting and planning enabling achievement of revenue and operating profit targets for 2010 and 2011, despite stagnant economy.

Provided oversight for company’s CUBE Online (ASP) platforms and directed MIS Department and 24/7 data center serving both in-house and ASP clients, leading team of 30.• Directed cradle-to-grave relocation of two data centers, securely, on time, and without significant disruption to clients.• Achieved 25% improvement in call center responsiveness through introduction of comprehensive performance metrics.• Created $500,000 new profit center, Business Recovery Service for credit unions that delivered a 75% margin.

Conducted strategic planning and analysis efforts including business continuity and disaster recovery, as well as process efficiency.• Enabled $200,000+ reduction in operating expenses and $100,000 in cost avoidance through solution for item image processing that integrated with e-commerce and corporate strategy.• Ensured Y2K compliance through on-time/within budget leadership of an enterprise-wide business continuity/disaster recovery plan.

Computer Information Systems, Business Administration, Management And Operations

Activities and Societies: Full ride athletic scholarship recipient - Women's Basketball, Alpha Kappa Psi professional business fraternity.

Masters In Nlp (Neurolinguistic Programming)