John Lazzaro Email and Phone Number

Responsible for improving overall performance.Achievements USHA:• Built inside sales department by recruiting, hiring, and training high performing team• At USHA Increased monthly sales to $6M by establishing KPIs and instituting scalable processes• Successfully deployed CRM application (VanillaSoft) and developed all training and sales materials for standardized selling practices• Developed systemic logic for distributing accounts in an orderly, controlled process• Reduced consumer complaints and compliance issues by 23%Achievements CCS (acting COO)• Improved QM scores by 30 pts (65% - 95%)• Reduced operating costs by 20%• Developed pricing model and sales funnel• Developed and deployed policies and procedures• Led redesign of website

● Directed financial and operational activities for large (6K employees) mortgage loan servicing company ● Monitored and improved distressed asset business through process improvements, operating systems upgrades, procedures revisions, and training enhancements● P&L responsibility for multi-site call center with 200 staff and $32M EBITDA, successfully growing annual EBITDA by $21M through strategy enhancements and business analysis● Oversaw four-member quantitative analytics team and built seven unique segments derived from probability to pay predictive models ● Improved quality assurance scores from 76% to 97% and increased client audit scores from 83% to 97% by proactively identifying risks and establishing remediation plans ● Provided leadership for consumer scorecard development to create consistency, reduce risk, and assist consumers in receiving quality service● Researched and proposed $75M capital purchase for $3.2B portfolio to executive management with complete risk assessment to determine asset value and operational impact ● Set business KPI metrics to drive collections, mitigate compliance risk, and maintain team accountability ● Facilitated negotiations for agency contracts and Service Level Agreements to ensure due diligence ● Consistently achieved all regulatory compliance and satisfactory ratings on annual audit reviews covering: FCRA, FDCPA, SCRA, TCPA, ECOA, and CFPB

● Provided executive leadership for debt buyer and collection company with 160 employees through strategy development for pricing, segmentation, and collection tactics ● Upgraded cash management policies and established quality control standards to reduce errors ● Streamlined back-office operations through SOPs, which reduced expenses by $150K annually ● Improved customer satisfaction 23% and increased monthly collections 25% from $800K per month to $1M per month through implementation of process improvements and focused employee training● Created and applied KPI metrics to increase staff performance and accountability for business growth● Built and maintained 3rd party vendor relationships with investors, external partners, legal firms, and collection agencies to support business negotiations

• Lead executive in developing business plans, competitive intelligence, market strategy and channel distribution• As product leader managed customer experience and user stories to maximize product adoption• Effective collaboration and coordination with Corporate Development, Compliance, Project Management Office and Legal was critical in developing new products and ensuring new legislation was properly internalized• Strong project management skills and ability to motivate others allowed me to successfully manage inter-company teams • Ability to prioritize projects allowed me to execute product launch within 7 months

Startup (5 employees) located in Mentor, OH focused on providing secure ecommerce payments.Corporate Executive with P&L responsibility for global identity verification ecommerce business unit Achievements:• Established strategic direction and built partnership with Visa and MasterCard regarding fraud prevention initiatives• Responsible for writing business requirements as per client specifications and Visa/MC Securecode requirements• Managed customer engagements encompassing merchant payment processing participants: shopping carts, gateways, processors and issuers• Effective time management skills enabled me to work under pressure and meet program deadlines • Extensive teamwork was essential in expanding products to mobile transactions within established tight deadlines• Realized revenue growth of $21M, exceeded budget by 18%• Strong verbal communication skills allowed me to establish international partner relationships in 10 countries

Achievements:• Credit Risk - P&L responsibility for $20B pre-BK credit card portfolio (bankcards, affinity and private label). Reduced loses by $7M and increased revenue $3M annually thru successful credit risk management and providing tailored payment plans • Successfully managed fraud risk, reduced losses $66M annually thru fraud: prevention, detection & deterrence initiatives• Expanded investigations in key cities and developed KPIs to improve performance and accountability• Led cross-functional, global teams - changed industry standards and global fraud practices, policies and effectiveness• Successfully managed multi-site, operations encompassing 400 FTE and operating budget of $46M• Managed monthly enterprise-wide fraud risk assessments, developed strategies and tactics in response to anticipated behaviors• Improved fraud detection and prevention significantly reduced chargeback volume, suspect claim volume and expenses (23%)• Developed 83 aberrant behavior fraud algorithms that were applied to credit & debit card transactions at point of sale• Anticipated future fraud risks, deployed preventive strategies and tactics such as: MMN, Psychographics and knowledge factors

Responsible for maximizing fraud loss avoidance while minimizing customer impact. ·Improved fraud detection efforts from $4.8 million annually to $70.0 million annually.·Developed and implemented authorization based delivery process, which currently includes 1,00 algorithms and 300 variables·Developed Customer Service verification resulting in annual savings of $12 million.·Established strategy/process for the industry's first NRI program. Reduced losses $40 million annually.·Developed/installed application approval verification techniques that reduced annual Fraud Application losses by $4.0 million.·Effectively implemented Visa and MasterCard card security features (CVV/CVC) resulting in annual fraud loss reduction of $30 million. ·Implemented payment-processing criteria resulting in reduced fraud payment abuse by $4.5 million.·Achieved customer satisfaction rating of 92% through effective marketing of card and personal safety.

Achievements:• Managed staff of 80 FTE.• Improved customer satisfaction from 79% to 94%.• Successfully integrated 5 new clients.• Responsible for managing and reengineering Customer Service, consisting of 80 staff, which was supporting 13 different clients with disparate service policies and procedures.• Standardized policies and procedures for processing mail and phone inquiries.• Increased productivity 27% in 1990.• Reduced transaction costs 24% from $2.44 to $1.86 in 1990. • Installed an Automated Response System that improved service and reduced transaction costs.

Achievements:• Developed and deployed off balance sheet financing (e.g., caps, collars and swaps) needed to fund portfolio and reduce interest rate risk. • Funded $2B asset portfolio with spot, short-term and long-term funding.• Prepared annual budgets for Citibank Private Label Business• Prepared financial impact analyses for operational changes, capital expenditures and potential acquisitions.• Revised financial reporting process to focus on and isolate fixed and variable costs leading to a better understanding of profitability dynamics, improved pricing and reduction of infrastructure. • Developed/managed Treasury function.