Kathleen Bishop Email & Phone Number

Finance Shared Service Lead - onshore and offshore responsibilities; led group to service media customers and vendors

Organization created to align all customer-facing processes and support services. This role is accountable for select core processes in Call Centers and Business Process Operations, including processing/customer support of AR, Billing and Collections. Led team of 240+ in 6 locations in the US and India managing 100,000 concurrent transactions and annual billings/transactions of over $20 billion.• Cut headcount 20% and operating costs 30% by redesigning workflow to eliminate hand-offs and reduce transactions • Boosted employee engagement scores 5% - 12% by communicating regularly, restructuring to capitalize on people's strengths and empowering employees to succeed• Reduced transaction costs by more than 10% while improving customer service by empowering and providing employees with necessary tools and training, including integrating processes and systems• Saved $MM per year by consolidating operations from 4 locations into 2

Selected by C-Suite members to provide vision and leadership to grow and manage a newly created Finance Shared Services unit. Accountable to enable world-class finance operations and to maintain a scaleable finance infrastructure in support of growth strategies. Responsible to simplify and standardize finance processes for all US business units across the company. Ultimately led team of 300 employees with an operating budget of ~ $50 Million. Operated in end-to-end processes including Procure-To-Pay, Account-To-Report, Order-To-Cash and Hire-To-Retire. • Cut annual operating costs by 6%-10% per year - reengineering processes, outsourcing and moving core finance, back office and customer serivce processes and operations offshore to BPO provider in India.• Reduced headcount by 15% and operating costs by 25% by relocating core operations to lower cost areas without disruption to the business or customers • Integrated over 10 acquisitions leveraging the shared services model

Responsible for new business, billing and process transformation activities• Improved external customers’ experience through streamlining and integrating operations • Served as the Leasing Divisions’ President’s designate for SAP evaluation and implementation

VP, Global Mailing Call Center and Business Op's 1998-2002Director, North America Call Center and Business Op's 1996-1998Manager, US Call Center and Business Op's 1986-1996Managed the operations of this stand-alone call center/profit center, ultimately to $500M in assets, $300M in revenues, 6 sites in 3 countries with 10 senior leaders and more than 300 employees and technology receiving over 75,000 calls/customer transactions per day. Served as key decision maker on new technologies and customer service programs. • Managed double digit growth rates in new customer acquisitions and operations• Designed and implemented technology solutions to trim costs and streamline operations• Championed Operations support for postage financing to improve the customer value proposition• Key member of team which recouped $20 M of at-risk revenues• Seamlessly implemented vendor conversions and outsourcing to decrease costs

Performed general audit functions throughout corporate and business units, both financial and operational in nature. Partnered with external auditors (PWC) on several of these audits. Did a considerable amount of hiring of audit staff, several of which progressed to many positions of leadership throughout the company. Was also responsible for the Audit Administration Manual for the company.