2006 – Present

• In just four months, completely redesigned the policies, procedures, and work instructions of the company and directed the project to obtain ISO 9001:2008 certification for the company on the first attempt.
• Designed, developed and implemented a Customer Relationship Management (CRM) System integrated with an online application process that boosted sales productivity more than 40%.
• Developed and implemented an online application process that integrated electronic signatures and "same-time" sessioning capabilities for sales consultants and prospective clients. This innovation, the only one of its kind in the industry, increased sales 40% within first 60 days post-implementation.
• Increased new business 52% and improved productivity per sales consultant 38% while eliminating 40% of underperforming sales staff, and replacing the Director of Sales.
• Improved net customer retention from 44% to 69% in seven months by focusing on reasons for cancellation and implementing strategies to overcome client objections, resulting in net savings of $225,000 per month in revenue.

• $1 million in potential expense savings generated during two years by restructuring and outsourcing non-core competency functions such as courier services.
• Directed multiple performance teams that successfully converted three acquired banks with $2.5 billion in assets on time and within budget.
• Grew commercial deposit base $500 million by implementing state-of-the-art deposit processing system. Drove project and conveyed sense of urgency, resulting in six-month completion time frame.

• Profit 49% better than plan in first year, while lowering unit costs 21%.
• Undertook collection and recovery functions for one of Textron’s largest portfolios, and improved delinquency 1,030 basis points, or $66 million in delinquent dollars, in only nine months; saved an additional $6 million in losses in the same period.
• $2.2 million in credit losses avoided; identified and prevented another $3 million from charging off, and realized an additional $500,000 in expense savings in several large, distressed portfolios.
• $400,000 in direct expense savings realized while lowering error rates 10% through implementation of Quality Management System (QMS) involving the redesign of more than 250 process workflows.

• $1 million increase (20%) in gross collections generated through redesigned collection workflow processes, including 48% improvement in dollars collected from $25,000 to $37,000 per collector. Reduced staff 19%.
• $250,000 saved in direct expenses within six months; drove immediate improvements in the company’s technical infrastructure and business processes, which increased batch processing capacity and savings eight-fold at a cost-neutral basis to the company.

• $1 million in direct expenses saved by improving unit costs 11% through reengineered business processes. Attained all budget and audit objectives while doubling company operations.
• Achieved a new industry standard by converting new multimillion-dollar banking platform in 7 vs. 17 months, while simultaneously consolidating the number of processing sites from 13 to 8.

• $800,000 in direct expenses saved in fewer than two years by lowering unit costs 25% through spearheading implementation of state-of-the-art technology and improved collection workflows.
• Consolidated more than $1 billion in acquired portfolios, improving delinquency of all 15 consumer loan portfolios 28% and lowering credit losses $30 million in little more than one year by establishing standard operating paradigm to overcome pre-existing inefficiencies and errors.
• Seamlessly integrated $500 million in assets into a $4.5 billion portfolio. Created communication model for 6 direct reports to rectify lack of communication caused by cultural differences between newly acquired bank’s workforce of 80 FTEs and the existing workforce of 170 FTEs. Earned highest-ever employee satisfaction scores out of the consumer bank’s entire 10 departments.