Derek B. Email & Phone Number

Texas, United States

Dallas, Tx, Us

San Francisco, California, Us

• Championed the end-to-end development of a payments security microservice that reduced card testing by 99% and chargebacks by 32%.• Executed a major business initiative that joined merchandising services with payments to deliver an FEC & PCI-compliant solution for our clients.• Consolidated internal development documentation that existed in PDFs, Word docs, & Google Docs into one simple location for users to access.• Developed the entire system of processes, templates, and tools for the Customer Success and Engineering teams.• Organized end-to-end delivery strategy for product releases, support documentation, and marketing material.• Developed and implemented the processes to collect KPIs that look at overall business health.• Drove the end-to-end development of a huge business initiative called RallyPay Adapt, a complete overhaul of our payments platform UI/UX and underlying infrastructure while delivering positive NPV features to our users.

San Francisco, California, Us

• Used Lean methodology to improve the customer supportprocess by simplifying support channels, creating macros for highvolume requests, deploying support channels to various companyplatforms, and integrating engineering support.• As a result, improved custom support ticket resolution in 0-5 hoursfrom 0.6% to 20%. Improved customer support resolution in 5-24hours from 2.8% to 24%. Customer support tickets solved in thefirst day went from 3.4% to 44% while experiencing a more than400% increase in tickets during the same interval.• Developed new fraud prevention strategies and screeningprocesses. Was responsible for the deployment of anti-fraudmeasures and the training for the customer success staff. As aresult, personally prevented $375.5k of fraud across all companyplatforms.• Worked directly with the CEO and the rest of the executiveteam to develop new features, product enhancements, and otherengineering requirements. Was responsible for their timely andsuccessful deployment to our clients.• Used Agile methodology to manage major product upgradewith a budget of $1M by developing wire frames at everystage of production and balancing stakeholder priorities againstengineering team abilities and time frames.• Responsible for all daily operations of the company in addition toAML and PCI compliance.

• Collaborated with stakeholders to understand business objectives and transformed them into user stories. • Launched a joint venture company by working cross-functionally with web designers, software engineers, digital marketing specialists, fulfillment personnel, legal & compliance experts, and payment processing representatives.• Managed the development, testing, and implementation of new technology and incremental improvements in an Agile environment.• Worked with UX designers to incorporate visual design, prototyping, wireframes, and information architecture in the product.

Washington, Dc, Us

• Provided orientation to newly hired employees on the rules andregulations, vision and mission of the company, and complete jobdetails.• Arranged training, mentorship, and disciplinary files anddocumentation of all employees within the division.• Evaluated employee progress and suggested disciplinary actionswhere appropriate.• Reviewed the performances of the employees in order to determinetheir strength and weaknesses and helped employees that exhibitedoutstanding workmanship to advance and qualify for higher positions.

Washington, Dc, Us

• Supervised and coordinated the production for five separate divisionsconsisting of 60 employees.• Administered and maintained $1.3 Mil worth of company assets.• Transitioned organization from paper-based tracking and accountingsystems to a digital platform.• Digital tracking platform was recognized as a model example for therest of the Navy and Marine Corps.• Organized and prioritized work to complete assignments in a timely,efficient manner.• Ensured the availability of adequate resources to achieve goals.• Implemented processes to enhance the safety and overall quality ofproducts.• Removed products and materials that failed to meet establishedguidelines.• Developed and executed program plans efficiently.

Washington, Dc, Us

• Analyzed processes within the organization to look for improvementopportunities.• Led process and product improvement initiatives.• Developed and presented findings and solutions to audiencesincluding senior executives and stakeholders.• Taught thoughtful and carefully planned classes with the goal ofhaving students apply process improvement strategies to their ownworkplaces.

Washington, Dc, Us

• Trained, led, and mentored a team of 10 employees from variousprofessional backgrounds and experience to accomplish criticaltechnical objectives.• Established the company's chemical, biological, radiological, andnuclear (CBRN) protective equipment program.• Established the logistics process behind the CBRN program tocoordinate storage, replenishment, and repair of assets whileoperating internationally.• Organized and prioritized work to complete assignments in a timely,efficient manner.• Ensured the availability of adequate resources to achieve goals.

Washington, Dc, Us

• Supervised and coordinated the production for three separatedivisions consisting of 30 employees.• Administered and maintained $1.1 Mil worth of company assets.• Coordinated international purchasing agreements.• Worked directly with the Marine Corps, Navy, and Air Force to combinedisparate logistic processes into one cohesive logistics chain.• Implemented processes that were the model example for the rest of theNavy and Marine Corps.• See most recent production manager job description.

Master Of Business Administration - Mba, Business Administration And Management, General

Bachelor Of Arts - Ba, Intelligence Studies