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PROFESSIONAL EXPERIENCE

Citicorp Credit Service, Inc.                                                                             2003-2007

VP, Senior Operations Manager, Presort, Urbandale, Iowa (2005-2007)

Directed presort operations and mailing of 90M statements monthly across multiple sites.  Accountable for $275M annual budget.  Responsible for quality, production metrics, customer satisfaction, staffing, processes and procedures, multi-site strategy, risk and control, employee satisfaction, culture, and vendor management. Iowa and Ohio staffing totaled 180 employees, including 2 Operations Managers and 9 Unit Managers.

·         Planned and directed start-up operations in Iowa and Ohio, which saved $3.6M annually.

·         Exceeded aggressive timetable to in-source presorting of 70M monthly credit card statements.

·         Improved productivity by 30%, from 35M to 45M pieces monthly.    

·         Start-up operations achieved positive staff satisfaction rating in annual survey of greater than 70%. 

·         Spearheaded strategic collaboration between Citi, the United States Postal Service and industry trade groups which resulted in increased savings and efficiencies.

·         New operations achieved satisfactory internal audit rating with zero business issues identified.

·         Co-chaired 2006 site United Way campaign, achieving $70K fundraising goal.

VP, Senior Operations Manager, Statement Processing, Englewood Cliffs, NJ (2003-2005)

Directed statement processing operation, mailing 18M statements monthly.  Accountable for $43M annual budget.  Responsible for quality, production metrics, customer satisfaction, staffing, processes and procedures, cross site coordination, site strategy, risk and control, employee satisfaction, culture, and vendor management.  Staffing totaled 108 employees, including 2 Operation Managers and 6 Unit Managers in multi-function operation.  

·         Facilitated extended operational closure, saving $2.6M annually. 

·         Facility closure was completed on-time, within scope, and maintained 100% customer satisfaction.

·         Developed closure strategy, which maintained positive employee culture and resulted in after-closure employee retention rate of greater than 50%.

·         Created talent pipeline through mentoring and development of direct reports.

·         Directed multi-vendor system implementation that increased quality and productivity by 10%.

·         Increased productivity annually by 3%, improving capacity by 1.2M packages. 

Moore Business Communication Services, Mundelein, Illinois                        1996-2003

Production Manager (2003)

Directed statement processing operation, mailing 7M statements monthly.  Accountable for $10M annual budget.  Responsible for quality, production metrics, staffing, sales support and new business development, customer satisfaction, processes and procedures, strategy, risk and control, and vendor management.  Staffing totaled 90 employees, including 1 Operation Manager and 7 Supervisors in multi-function operation.

·         Met aggressive timetable to move operation to new facility.  Efficiencies of scale achieved $2M in annual savings.

·         Retained existing business and secured new business to achieve $40M net sales budget, resulting in $11M gross profit.

Manager, Facility Engineering (2001-2003)

Managed 113K square foot facility, including facilities management, maintenance department, site security, OSHA compliance, warehouse, and shipping and receiving.  Staffing totaled 20 employees, including 2 Supervisors.

·         Restructured department to accommodate projected growth.  Restructuring reduced equipment downtime by 10% and costs by 30%.

·         Directed team to create and implement new quality process to meet OSHA regulations, which resulted in safer and compliant environment. 

Manager, Mailing Services (1998-2001)

Managed high speed inserting operation, mailing 7M statements monthly.  Accountable for $3.7M annual budget. Responsible for quality, production metrics, staffing and personnel management, processes and procedures, scheduling, and vendor relations.  Staff totaled 50 employees, including 3 Supervisors.

·         Increased productivity over 20%, accommodating growth projections without adding costs. 

·         Spearheaded multi-facility team negotiating new maintenance contract that resulted in significant vendor concessions and saved $1.2M annually.

·         Developed and managed critical vendor relationship with United States Postal Service, resulting in increased efficiency and reduced costs.     

Production Supervisor (1997-1998)

Supervised production operations including quality, production metrics, scheduling, processes and procedures, staffing and personnel management.

·         Created peak period scheduling system coordinating capacity and staffing, resulting in reduction of late deliveries by 10%.

Project Manager (1996-1997)

Responsible for account management and customer support of existing business, as well as sales support of new business.  Created and managed project timelines, as well as project teams to meet project goals and achieve client satisfaction.  Extensive experience in coordinating information technology, procurement, production, and project resources across multiple facilities and teams.

·         Managed multi site project, coordinating 200 orders across 3 facilities, encompassing 12M packages with $3M total revenue. 

·         Planned, implemented and managed multi-site project, which consisted of 9.6M packages annually, accounting for $3M in revenue.    

Zurich Kemper Investments, Inc., Chicago, Illinois                                          1987-1996

Print Center Supervisor (1992-1996)

Office Equipment and Supply Supervisor (1990-1992)

Forms Administrator (1988-1990)

Project Analyst (1987-1988)

EDUCATION

Loyola University Chicago, Chicago, IL

MBA, Operations Management

Brown University, Providence, RI

BA, Organizational Behavior and Management

Company Sponsored Training:

Leadership I, Diversity Training, Quality and Audit Training, ISO 9000 Awareness and Audit Training