Senior Vice President Operations or Senior Vice President Custom

8/3/2019 Senior Vice President Operations or Senior Vice President Custom

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MARC HEITZMAN

7060 STILLWATER COVEWESTERVILLE, OHIO 43082MOBILE: 713-594-9059HOME: [email protected]

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OPERATIONS EXECUTIVE

Experience spans operations, sales, customer service, call center, risk management, and program leadership

Strong financial background and a keen understanding of predictive modeling, forecasting, cost control, and ROI

Champion change to drive unprecedented performance results.Engage teams in key initiatives, securing widespread support of goals.Leverage analytics and technology to fuel strategic and financial planning.Led complex established, startup, offshore, and turnaround operations.Mitigate risk through innovation and competitive differentiation.

Track record of performance leading large, complex operations through vision, innovation, and strategic planning-managed retail operations, and specifically debit card fraud prevention for JPMorgan Chase, holding accountability for mitigating $240M in exposure annually.

Process improvement champion with a history of success leveraging technology todrive performance gains-cut costs, improved productivity, and bolstered customerexperiences by innovating to bring heightened focus to performance expectationsand service delivery.

Cultivate high-performance cultures through training, empowerment, and accountability-managed domestic and international teams of 600+ and mergers (Chase & WAMU) involving total integration and alignment of human capital serving 20 million

customers.

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SELECT HIGHLIGHTS

- Retail Operations Senior Vice President with JPMorgan Chase -Created a culture with defined expectations, increased accountability, and highlevels of performance.* Set the fraud detection and prevention vision and strategy, oversee implementation, and drive results-reaching new levels of risk mitigation, consumer protection, and customer servicing-managing operations which prevent 100K fraudulent transactions each month, thwarting total annual risk upwards of $240M.

* Turned around fraud prevention performance within a large, multi-threaded, multi-site operation to achieve unprecedented efficiency, productivity, cost control, quality, customer satisfaction, and profitability metrics.* Played an integral role in the successful integration of the Bank of New Yorkand Washington Mutual (WAMU) organizations into the Chase infrastructure, performing extensive process mapping to align functions, eliminate redundancies, foster process adoption, and establish expectations surrounding key performance indicators.

- Director of Operations Planning & Support with Verizon -



* Excelled in leadership roles managing large sales, ordering, and billing operations-receiving 5 promotions in 8 years-providing the vision, strategic planning, and tactical execution to capitalize on organizational development, efficiencyimprovement, training optimization, and technology deployment opportunities.* Conducted in-depth analytics to produce accurate performance forecasts, definemetric baselines, create budgets, and fuel strategic planning, procedure development, and business continuity.

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PROFESSIONAL HISTORY

JPMorgan Chase * Houston, Texas & Columbus, Ohio * 2005-presentRetail Operations - Senior Vice PresidentSet strategy, innovate new systems, and establish best practices in fraud prevention-supporting more than 20 million retail customers-designing the entire support architecture for large, multi-site, domestic and offshore operations. Definedesired metrics, reengineer processes, and identify the necessary improvements-across quality, productivity, and customer satisfaction-to achieve sustainable performance gains. Foster a culture of coaching and employee development, imparting the importance of clearly defined processes, expectations, and performance goals in supporting achievement of enterprise initiatives. Lead numerous cross-functional initiatives spanning regulatory, on- and off-line, retail, risk, international, and affluent channels. Manage a team of direct reports-from 6 to 13 indiv

iduals-spread throughout domestic and international locations.* Brought a focus on leveraging interactive technologies to dramatically changethe landscape surrounding customer communications and engagement. Innovated to change the way JPMorgan Chase interacted with customers, utilizing text and email-versus voicemails and 800 numbers-to secure swift responses in support of riskmitigation objectives.* Led the integration of all retail back-office functions for a merger of 20 million customers, implementing technologies to drive improvements in efficiency, customer experience, quality, cost control, and resource utilization.* Catapulted quality metrics, going from an error rate in the high 70% range tosingle digits, by engaging a cross-functional workgroup to define processes forthe first time, employing a robust training program, delivering daily scorecards, implementing a heavy rotation of work sampling, and increasing accountability

and expectations.* Reduced headcount 25% and number of locations 50%, right-sizing operations togenerate efficiency gains, cost savings, and streamlined environments focused onperforming value-added functions. Implemented an offshore site strategy-with facilities in India and the Philippines-which reduced labor costs by 65%+.* Directed the integration and consolidation of middle- and back-office functions during two major M&As, leading 9-month integration plan involving extensive process mapping, change leadership, training, and perhaps most important, establishing and communicating key metrics to ensure at- or above-objective pre-/post-merger activity.

United Stationers Supply Co. * Atlanta, Georgia * 2002-2005

DirectorCharged with managing the delivery of customer service, billing, and ordering support for wholesale customers of this Fortune 500 company, taking the center tothe next level in terms of efficiency, productivity, and customer satisfaction.Defined the mission and vision of the organization, with a focus on maintainingthe "local" feel for hometown accounts, while capturing the efficiencies necessary to optimize profitability through centralized operations. Cultivated relationships with customers, taking the time to work alongside field sales staff 2-3 times per month to better understand client needs and the opportunities to betterserve each account.



* Achieved the highest-rated customer satisfaction companywide (90%+) through several strategic maneuvers including associate training, coaching, and metric management; site consolidation; deployment of technologies to increase efficiencies; and implementation of regional routing and rollover structures to create a decentralized "feel" for local customers.* Implemented systems and processes to drive sustainable performance gains, including such initiatives as deploying Siebel at the desktop to capture customer data, and training managers on effective scheduling and manpower planning.

Sprint * Atlanta, Georgia * 2001-2002DirectorInfused focus and discipline within a multi-site leadership team, establishing the infrastructure, processes, and metrics to support performance gains in service, ordering, and billing for high-end business customers throughout the East Region. Standardized the adjustment package criteria, invoice review, and customercontact processes to generate company-leading customer satisfaction.* Achieved 50% greater productivity with 25% less headcount than the Central andWest Regions combined, through deployment of aggressive metric management, coaching, and communication.* Reduced 60-day disputes by 80%-resulting in a shift in the metric to a 30-daycycle-by executing a process change to review aging balances and proactively contact customers regarding reasons for nonpayment.

Verizon (GTE Telephone Operations) * Irving, Texas * 1991-2000Director - Operations Planning & SupportCharged with ever-increasing levels of accountability, receiving 5 promotions in8 years-Sales Associate, Senior Administrator of Retail Operations, Section Manager, Program Manager, General Manager of National Open Markets Center, and Director of Operations Planning and Support-and gaining significant strategic planning, fiscal management, and leadership experience. Performed extensive forecasting, predictive modeling, business analysis, and budgeting before being approachedto manage a 175-person, $80M call center operation, and later, a brand new 300-person national market center. In last Director role, ran the entire support organization for wholesale and retail channels involving heavy process and procedure development, quality assurance, requirements mapping, system testing and integ

ration, and high-impact organizational development and effectiveness initiatives.* Championed the startup and management of a new wholesale ordering and billingcall center, being integrally involved in every step of the process from site selection to facility build-out, process development, staffing, and training. Newcenter received the highest internal recognition with 70% of company's annual awards going to associates within the center.* Orchestrated strategic plans to centralize functions-reduced headcount 50% through centralization of wholesale billing into a single-site location-and generate million-dollar-plus annual cost savings.* Drove a 154% increase in sales combined with a 12% increase in productivity and received Circle of Success honors for unmatched results; leveraged technologyto automate ("zero touch") 20% of incoming order activity and implemented web-ba

sed, task-level instructions to reduce new-hire learning curves and provide an on-demand reference resource.* Promoted product penetration to achieve $560M revenue targets for domestic contact centers, focusing team on identifying opportunities to increase capabilityper access line, product penetration, and close ratios.

Additional experience as a Client Service Manager with PricewaterhouseCoopers inDallas, Texas between 2000 and 2001. Demonstrated strengths in assessing clients' needs, defining and presenting results-generating solutions, and managing the



delivery of business process and value-added consulting across cross-functionalteams.

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ACADEMIC BACKGROUND

Master of Business Administration (MBA)University of North Texas (1993)

Bachelor of Business Administration (BBA)University of Texas at Arlington (1991)

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- Willing and able to relocate swiftly-

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Senior Vice President Operations or Senior Vice President Custom