Donald J.

Edman
Wi ll ia ms v il le , New Yo r k 1 4 2 2 1 de d ma n @ro a dr u nn er.c o m Re si de nce : 7 1 6 - 6 8 9 - 1 5 6 9 M o bile: 7 1 6 - 5 7 2 - 2 3 2 2

S ENIOR E XECUTIVE
Operations ~ Strategic Management ~ Business Development Visionary leader with proven record of performance in building complex strategic and operational infrastructures, guiding business and consumer financial services companies through rapid growth and expansion. Deep operational background with Fortune 100 & 500 companies and with entrepreneurial companies. Exemplary relationship management and negotiating skills with strategic partners, vendors and key suppliers. Excellent motivational style and interpersonal demeanor. Seeking a challenging position with a company that is looking to improve on its past performance.

KEY CAREER ACCOMPLISHMENTS

CORPORATE DEVELOPMENT AND STRATEGIC MANAGEMENT Played key role in overall strategic planning and execution of separation of Fiservs RSA Solutions into two operating subsidiaries Fiserv Auto Solutions and RSA Mortgage Solutions. High focus on quality and client/customer satisfaction. Increased revenues at RSA Solutions from 28 million to 43 million over a four year period. Achieving margins of 16% from previous break-even levels. Drove transformation of RSA Solutions from entrepreneurial organization into 600-employee industry leader. Eliminated over $1 million in consulting fees. Took leadership of the project of the companys inquiry into feasibility of off-shoring and/or outsourcing various operations to India, Costa Rica, China, and other countries. Conducted initial analysis internally and implemented a final conclusion for a long-term solution. Brought high-level recognition for excellence for customer service and satisfaction, employee fulfillment, development and training as measured by Fiserv, the Great Place to Work Institute, Dun & Bradstreet and other objective evaluations. FISERV Amherst, New York 2000 - 2013 Lending Solutions Vice President Responsible for Business Process Outsource business with revenues of 32+ million dollars. Oversee and motivate multi-disciplinary teams to foster a results-oriented and state-of-the-art environment that amalgamates a systems-driven business with relationship-based customer service. Have led the expansion of services from 100% automotive focused to now include servicing in on-line banking, help desk, collections, health savings accounts and mortgage subservicing. Directed and managed activities and operations of three emerging product lines and one mature product. Supervised top management staff, motivating professional and support personnel to build strong support teams and a positive corporate culture. Influential member of the executive team on strategic planning, business development, succession planning and budgeting for mid- and long-term growth. Improved numerous processes by introducing leading edge operation tools, enhanced controls and systems. Established new strategic, tactical and operational policies. Implemented quality assurance processes throughout the organization which include ISO 9001, SSAE-16 (formerly SAS 70), PCI-DSS. Led the effort to implement state of the art contact center technology in order to be viewed as best in class.

Don J. Edman P ROFESSIONAL E XPERIENCE ,

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ANSWERTHINK CONSULTING GROUP, Atlanta, Georgia 1997 - 2000 Leading business and technology consulting firm Director, Customer Solutions Achieved first year revenue results of $15 million, exceeding target by 18%. Designed, developed and implemented the Contact Solutions Center vertical. TECHNOLOGY SOLUTIONS COMPANY (now known as eLOYALTY) Chicago, Illinois 1996 - 1997 Industry leading financial services consulting company specializing in CRM solutions Vice President Responsibilities included business development, project management and client relationship management. Created and championed the concept of Operations Consulting in addition to technology solutions. FIRST UNION NATIONAL BANK, Charlotte, North Carolina 1994-1996 Senior Vice President, Customer Access Division Led the project responsible for consolidating 60+ locations into five major centers with a first year savings of $2.5 million dollars. Oversaw a staff of 2,000+ employees in multiple locations and a $75 million budget. AT&T UNIVERSAL CARD SERVICES CORPORATION, Jacksonville, Florida 1990-1994 Held several vice president roles in areas including: Credit, Risk Management, Customer Relations, Corporate Information Systems and Planning CITIBANK SD (N.A.), Sioux Falls, South Dakota Senior Manager, Credit, Collections, Customer Service Ford Motor Credit Company Postal Finance Company University of Sioux Falls, Sioux Falls, South Dakota Bachelor of Science, Business Administration