Program Manager for Device expansion in EU

Development and delivery of Risk based policies and procedures to the overall Certus banking organization

Implementation of the PCI DSS Merchant Management System.

Type of Business: BPO, Global Change Management, Multi-lingual (EMEA) Customer Service transition/setupRole:My primary role in this contract was to successfully manage the transition of the Microsoft EOC Customer Service business from the incumbent vendor (Accenture) to Arvato Services. My role here was to protect the existing Arvato business from being impacted during the takeover of the new business while at the same time implementing the Arvato standards and procedures on the new business. Responsibilities/Achievements: Organization setupKPI, SLA definition and agreementClient managementTUPE staff managementKPI, SLA management, delivery and client reportingKey Metrics: Revenue left on table, tickets (orders) within 24 hours, queries within 8, 16 and 24 hours All above performed on site with Microsoft EOC, Dublin

of Finance Service Operations and ITType of Business: BPO, Customer Service, Billing, Payment handling, Cash Reconciliation, Month end Reporting RoleMy primary role here was the day to day management of the Customer Service Operations staff and their associated client deliverables. The areas of the business that I was directly responsible for during this time - included multi-lingual customer service, B2B Collections, B2C billing and collections, Finance ReconciliationResponsibilities/Achievements: Strategic vision, planning and direction all aspects of finance customer service operationsPreparation and management of annual budget for entire back off operations departments160 FTE reports Multi Lingual - EMEA B2B Collection Agents B2C Billing/Customer Service Agents Finance Reconciliation Monthend ReportingDay to day management of finance operations KPI and client SLA targetsMetrics: Unapplied Cash, 60+ A/R; Response to tickets; Email response time (and quality)Spearheaded and lead a key initiative to improve KPI metrics e.g. 60+ A/R - 5% to 3.5%; Implemented Cash Rec tool to reduce cost of daily reconciliation tasks by 50%Implemented Aspect ACD solutionSet up of satellite hubs in Brazil and India to provide local operations service to LATAM and India respectivelyRepresentation of company at Arvato Services UK/Ireland group levelClient Management: Google, AOL, Amazon, Microsoft, OPODO, Lycos, Clearwire, PaymentTech

RoleMy role during this time was primarily the setup of a new internal organization for the support of a major new client for Arvato. We had just won major new business with Google Inc to providing online billing and payments solution for the globally. My primary role was to set up this organization from scratch within the existing overall organization ensuring not to impact the service delivery to the existing clients.Responsibilities/Achievements: Strategic vision, planning and direction all aspects of finance customer service operations and IT250 FTE reports (direct/indirect)Multi-lingual Billing AgentsMonth end Reporting - AccountantsIT Systems DevelopmentBusiness AnalystsDay to day management of finance operations KPI and client SLA targetsOverall responsibility for the setup and stabilization of the overall support organization for GoogleOverall responsibility for the development and implementation of both strategic IT developments and client requirements e.g. KANA email management solution for Amazon clientManaged through major growth of the organization through acquisition of a major new clientManaged the organization through the acquisition of our first and subsequent SAS70 accreditationsManaged the organization through the acquisition of our first and subsequent PCI compliance certification Clients Management - Books Online, Amazon, OPODO, AOL Europe, Lycos Europe, arvato loyalty services, East Riding of Yorkshire Council and a major international online search engine provider.

Direct staff of 30 staff including developers, Business Analysts and infrastructure/telecoms support - Extended staff of another 30 programmers who are responsible for major systems development on behalf of Arvato Finance Services Ltd..Responsibilities: Manage all areas of the IT Development, Business Analysis, Network Infrastructure (Voice and Data). Systems that I am responsible for include A/R system, Internet Credit Card Validation/Authorization system, Bank Credit/Card clearing system - Other in-house specific systems Time Recording/Attendance, Payroll etc. Responsible for the definition and delivery of Billing solutions on behalf of major international blue chip clients - including the development and customization of the website thru online payment authorization, debtor management, accounts receivable management, customer service thru international payment clearing. Definition, proposal and implementation of IT Strategy for company, Vendor (and partner) selection/management.Development tools included Oracle 9, Oracle 10, Visual Basic (back end systems), PHP 5.0 for Web frontend (BOL.COM); Total number of developers varied by project - minimum of 30 thru max of 100. Sample of Clients worked with during this period - Books Online, Amazon, OPODO, AOL Europe, Lycos Europe Total responsibility for IT budget/revenues €4M budget 2003 - also responsible to represent company at

Type of Business: Stock Broking FirmProgramming/Hardware: IBM, MVS, TSO, JCL, VSAM, COBOL, Windows NTOther: Project Management, Task Management, Prioritization, Systems Analysis, Data Warehouse.; Systems Analysis/Design of Data Warehouse system. Project Team consisted of 5 FTEs

Type of Business: Finance Department of PC and Computer Chip Manufacturing Co.Programming/Hardware: IBM, MVS, TSO, JCL, VSAM, COBOL, Windows '95, NT, Oracle, Informix; Project Management, Strategic Consulting, ROI, Gantt Chart Development, Management ReportingResponsibilities: Accounts Payable/Purchasing, EDI Payments, Excise/Duty Reclaim System - Managed the implementation of a Pan European A/P system.

Type of Business: Fleet Car Management Services, 3rd Party Credit/Charge Card ProcessingProgramming/Hardware: MVS, AS400, ADR/Datacom, IDEAL, COBOL, VSAM, JCLOther: Team Leadership, Motivation, Direction, Prioritization, Task Management, Conflict Resolution, Vendor Management

Type of Business: Systems Development for Ireland's Local GovermentsHoneywell DPS-6, Cobol Programming, Systems/Program Design, System Testing, Documentation and Training. Other Proficient withAll aspects of Project and People ManagementCredit Card Management Systems/ProcessesA/R, A/P, G/L systemsStrategic Planning/DirectionVendor/Customer ManagementCost Reduction/ROIInternet Billing Services