Commercial Client Onboarding Technology

Customer Data Management Technology - Customer Accounts Technology team (CAT)

Delivery Owner for TD Ameritrade's Cash Management technology.- Oversee multiple teams, both onshore, as well as offshore (New Dehli, India)- Managed vendor relationships (FIS - Profile, TD Bank, Deluxe, Ricoh)- Led Agile transformation activities for the teams moving from waterfall to an Agile SDLC.Additional responsibilities include:- Mentor in TDA's Aspiring Leadership Program, assisting aspiring people leaders in their skill development journey- Leader of a "Empowered Leadership" community focused on developing leaders ability to foster an empowered workforce culture at TDA.- Facilitator/Trainer for servant leadership workshops, to include Professional Conduct, Empowerment, and Transitions - all focused towards developing other's leadership capabilities.- Created TDA's Intern Ambassador Program, focused on creating a first class experience for TDA's Technology Interns.- Advocate for Southlake Chapter of Women In Technology (WIT) - assisting with events, communication and other advocacy activities.

Direct a staff of Application Developers responsible for providing Software Solutions for the TD Ameritrade Back Office. Core Technologies responsible for include:• Cash Management Technology - Cash Transfers - Online Bill Payment - Debit, Checking, - ACH, Wires, etc• Retirement Account Services• Corporate Actions Technology - Dividends, Re-orgs, Splits, etc.Technology includes programming in Java, Cache, etc.

- Direct Consulting staff responsible for providing Business Analysis and Software Development services.- Responsibilities involve managing and overseeing all activities of the team, including Agile Software Development methods for gathering requirements, designing, developing and implementing custom software solutions - Clients include domestic and international telecommunications companies.- Implemented Trouble Management/CRM software at Shaw Cablesystems of Canada, utilized in over 10 locations nationwide and 2000+ users.- Implemented Order Entry/Billing software for Shaw Cablesystems of Canada to enable the provisioning of small business subscribers ordering bundled Telephone and High Speed Data services, including features to provision Multi-Line Hunt groups, Call Forwarding functionality, etc.- Projects managed in the first year brought in over $1M in revenue to CSG, with costs not exceeding $300k.- Managing the system integration efforts for a new product offering at CSG as a result of our acquisition of a Marketing Services Automation firm.

Directed Operations staff responsible for implementing and maintaining the Help Desks software tools (IVR, CRM, Knowledge Management, Remote Desktop, Intranet/Extranet Development, Workforce Management, Statistical Reporting). Additional responsibilities include managing the Internal LAN Support Help desk, providing support to all company employees on PC, LAN and PBX issues.- Implemented Genesys IVR software and 800# menu for a “Skill Based” routing strategy, increasing First Call Resolution statistics by 10%, and reducing call handle times by 20%.- Implemented Workforce Management software application, increasing staff coverage.- Implemented FrontRange CRM solution (ITSM) for company wide tracking of client reported technical issues.- Successfully managed the development of customer self-service for www.my.csgsupport.com thus reducing call volume by 5%.- Successfully managed the development of the departments Intranet site, with over 3,800 pages of dynamic content.

Managed activities for Help Desk professional group of 50-60-Analysts responsible for supporting CSG’s clients, acting as 1st level support for technical inquiries and issues.- Recognized with the company Bravo award in 2001 for leadership and customer service excellence. - Implemented Knowledge Management system which increased first call resolution, and reduced call handling times.- Developed Employee Relationship Plan (ERP) for the Supervisory staff to administer consistent monthly employee performance feedback.

- Managed an 8-10 person client facing team responsible for the coordination of all subscriber statement production.- Successfully project managed the expansion of the Statement Processing Center, including the implementation of state-of-the-art automated mailing software systems, resulting in an increase in facility capacity of over 100%.- Recognized in Postal World Magazine for excellence in mailing operations expansion projects.- Acted as Project Manager and Liaison for East Coast mailing operations, coordinating the 3 party vendor relationship with First Image of Boston to mail approximately 4 million statements per month during in-housefacility expansion.- Project Managed a team responsible for the startup of new East Coast Processing Center.- Responsibilities included purchasing equipment and supplies, hiring and training staff, testing output, and ultimately the live cutover. This further increased mailing capacity by another 100%.- Recognized with the company Bravo award in 1996 and 1998 for employee excellence.

Supervised a staff of 15-20 employees responsible for inserting and sorting 10-15 million statements per month.- Responsible for interviewing, hiring and evaluating employees.- Created employee's work schedule on a bi-weekly basis.- Audited and entered bi-weekly payroll.- Recognized with the company Quantum award in 1993 and 1995 for employee excellence.

- Responsible for training new and existing employees on Bell & Howell Insert Machines, as well as production methods and procedures.- Awarded employee of the month on 2 occasions.