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Resume Sample 1

ROBERT MADDEN
2144 Hill Road
Nashua, NH 03101

Operations Group Executive

Strategic Driver Building Process Operations, Reducing Costs and Generating Enhanced Revenue Streams

Creative, innovative and forward thinking solutions-focused business executive and partner to senior management with significant success in architecting and implementing performance driven strategies that align company goals with strategic investments and drive revenue growth worldwide. A creative, analytical thinker able to build practical budget-driven project plans and manage expectations in delivering measurable results.

PROFESSIONAL EXPERIENCE

Promoted through progressively responsible positions to Group Executive. Currently manages a team of 28 professionals in the US, Ireland and Canada. The company is a business unit of Bank of America, and a global leader in payment processing of over 16 billion transactions annually.

Drove multi-channel product development functions including authorization and settlement systems, domestic/international processing, accounting, reporting, chargeback processing and imaging, fraud protection and web service products.

Built relationships with card organizations, debit networks, NACHA (Electronic Payments Association) and oversaw industry rules/regulations interpretation and compliance.

• Developed and deployed a comprehensive product and service growth strategy that vaulted the company from #3 to the largest merchant acquiring business in the world.
• Managed the day-to-day relationship between Payment Solutions and Visa, MasterCard, American Express, Discover, STAR, NYCE,Pulse and others.
• Established an operations improvement group chartered to review methods and design and implement improvements and establish priorities. The results were a series of projects that strengthened transaction delivery and quicker payments, improved cash flow, cut costs and increased customer satisfaction.
• Led the product development requirements for a major conversion from an external processing vendor to in-house systems. The project met a critical scheduling requirement and will eventually establish full company financial and product independence.
• Created and executed programs to expand Canadian, European and Asian presence by upgrading systems to improve transaction processing, speed data delivery and drive revenue.
• Drove major modifications to European processing systems that account, process and report fees associated with Visa & MasterCard resulting in increased competitiveness, reduced costs and reduced reliance on vendors, and provided significant benefits to major clients.
• Directed the vendor selection process for new processing partners in Asia. Successful resolution accomplished a strategic initiative in meeting revenue and customer retention goals in Asia.
• Developed new systems that enabled alternative payment methods to maintain competitiveness as a market leader. These project required complex negotiations, development of business and technical requirements, creation of sales and marketing material, pricing policies, product rollout and sales support.
• Promoted to Group Executive.

Worked closely with clients and prospects and conducted market research to identify opportunities within the target market and develop and drive new product strategies including enhance current product offerings to build market presence and increase revenue.

• Crafted product strategies to powerfully address market requirements that built market presence, increased market share and drove revenue that addressed market requirements.
• Collaborated with product managers, finance, technology, marketing, business development and other areas to ensure programs effectively supported company strategies, costs, and organization needs.
• Developed platform strategies, designed product enhancements and created product differentiators that more effectively addressed competitive issues.
• Wrote business plans and product marketing strategies and create forecasting models for new products.
• Provided technical expertise in identifying, evaluating and developing cost-effective systems and procedures that met user requirements and met revenue goals.
• Led oversight to ensure product plans complied with Association and government regulations.

Responsible for company-wide implementation of projects related to enhanced products and services, prospect and customer needs, vendor requirements and internal enhancements.

• Strengthened project management through analysis, improving project management tools, and successfully implementing a team approach to project development and implementation.
• Worked closely with vendors as the primary contact, ensuring an ongoing research, analysis, and prompt resolution of vendor issues that built strong on-going relationships.
• Drove key projects such as the addition of multi-currency settlement processing, Visa PS2000 and the addition of ACH (Automated Clearing house) as a primary method of payment.

Managed a staff of 6 computer operators in a 24-hour 365-day transaction processing operation. As computer operator monitored and maintained a production processing environment across multiple platforms.

EDUCATION

BBA, University of New Hampshire, Durham, NH