(TSYS)Global Payments Inc. is an American multinational financial technology company that provides payment technology and services to merchants, issuers and consumers.

Operational responsibility for teams that provide back office support and customer facing technical training. Total team of 70 with 5 direct reports.• Provide day to day strategic leadership, direction, and communication to 4 different teams - 1 remote.• Lead initiatives to improve processes and procedures.• Participate in leadership initiatives across departments to implement new projects.• Conduct analysis to ensure appropriate resource allocation to meet business requirements.• Identify and implement cost savings opportunities.

SVP of Operations | VP of Operations | AVP Outsourced Solutions (2010 to Present)Recruited to stabilize and scale operations in dynamic operation. Promoted twice within 3 years.Manage direct staff of up to 10 and total team of 150-750. Report to COO.* Oversee 2-5 call centers, 2-8 production areas, and special operational projects (regulatory / audit).* Serve as point-of-escalation for mid- and senior executives of 2 major accounts with combined contract value of $39MM annually.Key accomplishments:* Launched new contact centers with up to 250 employees within 60 days, winning business from competitors, achieving SLAs on contracts valued at $12MM to $14MM.* Implemented a new complaint resolution call center for a major bank in 90 days, staffing a team of 150, developing and implementing all processes, procedures, and training for a $15MM account.* Increased production by 100% and quality by 10% across all projects as determined by internal and regulatory audits by establishing escalation teams and enhanced reporting.* Instrumental in business development efforts, expanding and renegotiating services to existing clients. Key contributor in response to RFPs. Negotiated and closed 3 new accounts directly, and contributed to 6 additional new account wins. * Increased overall revenues by 250%, and total staff from 150 to 600 within 4-year timeframe. * Led 90-day turnaround of $40MM contract, earning ‘preferred vendor’ status with major mortgage lender. Earned “Best In Class” recognition from another major client for exceptional service delivery.* Developed and promoted 5 peak-performing managers to senior roles, and 1 person to VP level. Developed and promoted numerous line-level employees to management roles.* Overachieved all key performance metrics for 9 lines of business.

VP Commercial Contracts (2003 to 2010)Promoted to lead management team of 7 nationwide with 150 total direct reports serving client in regulated industries p- energy, technology and telecommunications with combined account value of up to to $18MM. * Led development of programs to innovate, standardize, and deliver business process outsourcing for Records Management, Printing and Mail Services, Conferencing Services, and Administrative services. * Supported business development, preparing corporate response to RFPs, and delivering sales presentations to successfully win new business with high security/regulated firms in energy, technology, and telecommunications. * Cultivated additional business within established accounts, growing each account by 25% within a 2-5 year period.* Recognized by clients for delivering significant cost savings through business process re-engineering. * Delivered 55% transportation cost savings for energy client. Achieved 10% year-over-year savings by streamlining processes while maintaining service levels.* Instrumental in company recognition as “Service Firm of the Year - 2009” by Minority Enterprise Development (MED), following nomination by telecommunications client.Program Manager, Telecommunications Account (2000 to 2003) Hired to drive the launch of new $13MM business process outsourcing program with operations in 28 states with 96 sites. Traveled 80% during 90-day launch period.* Led comprehensive post-merger integration work, providing extensive business process analysis and engineering following the merger of telecommunications client. * Directed team of 8 managers and 150 total staff in company-wide process documentation, process standardization, training programs, and audits.