James Small Email and Phone Number

• Led the coordination and analysis across multiple departments to accurately deliver 4.3 million refund checks and over 1 million credits back to our customers related to Covid-19 throughout 2020.• Implemented the ability to systematically reprocess declined automatic card payments which provides a 17% increase in successful payments while managing multiple competing priorities.• Launched the roadside service sign up fee project on time which brings in $2 million annually by proactively removing multiple roadblocks across multiple teams. • Established the vision, roadmap, and long term direction for the Billing Product with a goal of delighting our customers.• Effectively translates technical risks and concerns to executive leadership to facilitate decision making.• Fosters transparency with business stakeholders across all project delivery phases to provide clear status and identify & resolve issues.• Scoped and executed a project to reduce yearly mailing costs by $1.3 million as a result of providing customers with one time payment schedules instead of monthly paper billing statements. • Reduced manual processing of voiding checks by 30% through providing a simple technical solution to a complicated integrated process.• Enhances development team which consists of 14 developers across 2 teams by being a positive influencer across all aspects of the team dynamic.

• Managed the coordination and processing of $10 million in credits and $700k in interest across 22k Texas policyholders by streamlining the large scale cleanups process which will be used for other cleanups in the future.• Developed suite of web applications to enhance processing, data gathering, and transparency which processes more than 100k transactions and queries a year.• Rallied support around and successfully implemented an enterprise wide initiative to take the organization to paperless for Billing documents.• Spearheaded multiple policy cancellation email projects which resulted in a 2.5% reduction in canceled policies by utilizing his expertise and attention to detail.• Analyzed trends and data in order to increase the accuracy of the interest forecasting model used to manage a $100 million budget line item.• Ensured compliance of guidelines and regulatory requirements.• Implemented new insurance billing platform by utilizing billing expertise to define requirements and expertly test new system.

• Improved efficiencies, effectiveness, and profitability by enhancing invoicing processes and procedures. • Managed all aspects of Timberline Construction and Real Estate system, including process improvements, system problems, and system maintenance.• Reduced training overhead by effectively documenting all accounting processes and procedures.• Increased collections efficiency by organizing and defining collections procedures to effectively collect receivables in a timely manner.• Managed corporate network, including all hardware and software, while providing full systems life cycle management.• Reduced Human Resources staff 25% by implementing mobile time keeping solution to eliminate manual timecard entry.• Communicated directly with all levels of management, vendors, customers, and employees to provide technical solutions to meet challenging business requirements.• Reduced administrative tasks for future staff by migrating Exchange Server to Google Apps with no downtime during business hours.• Increased productivity by training employees how to effectively use the technology available to them.• Coordinated relocation of corporate network to new location with limited downtime.• Planned and implemented cabling infrastructure at remote office with limited time and within budget constraints.