JAYSON W.

SWANSON
1655 Hasty Trail, Canton, GA 30115 Home: 678.493.6808 Cell: 404.630.3683 Work:
404.832.4084 jsbd3406@westpost.net
VICE PRESIDENT OF OPERATIONS/SENIOR PROJECT MANAGER
PROFESSIONAL SUMMARY
Expert in: Business & Financial Operations Management ~ Telecommunications ~ Ban
king
Versatile, high-energy professional who leads corporations through change and ch
allenge to profitable growth. Proven self-starter with passion, energy, and enth
usiasm to drive results and affect meaningful change. Strategic problem-solver w
ho envisions smart solutions and executes with urgency across all levels of the
organization. Hands-on leader with established ability to lead projects and init
iatives that drive performance. Skilled in negotiating partnerships, alliances,
and other business transactions. Exhibits exceptional leadership of diverse grou
ps of associates in multi-site Customer Care Centers including high-volume trans
action inbound customer service, sales, billing, outbound collections, and portf
olio management.

CORE COMPETENCIES
Recruitment & Retention ~ Profit & Loss Management ~ Customer Service/Collection
s Management ~ Quality Control
Process Documentation & Implementation ~ Project Management ~ Problem Solving &
Conflict Resolution ~ Technology
Staff Development & Leadership ~ Complex Project Planning & Coordination ~ Produ
ctivity & Performance Improvement
Regulatory Compliance & Adherence (Sarbanes-Oxley) ~ Strategic Planning & Analys
is ~ Organization & Communication
PROFESSIONAL EXPERIENCE
GREEN SKY CREDIT
2008 - present
Partners with financial institutions, wholesalers, and retailers to provide cred
it products to their customers.
Vice President of Operations
Actively trains and motivates outsourced and internal employees to meet and exce
ed customer service, merchant service, and collection goals while developing and
executing strategies to meet loss rate goals. Strengthens company's presence by
recruiting, interviewing, and hiring new employees based on scheduling and busi
ness needs. Assumes Project Manager Role for conversions and new program/product
implementations. Effectively develops, documents, implements, and audits proces
ses in an effort to ensure operational streamlining.
Key Achievements
* Successfully managed the conversion of 20K business credit card accounts inclu
ding customer setup, notification, and activation processes.
* Improved inbound team overall quality scores through the implementation of a q
uality program which provided daily, weekly, and monthly feedback sessions.
* Creatively designed and implemented settlement strategies that increased recov
ery dollars from less than 1% per month to 15% per month in a 90 -120 bucket.
* Reduced overall charge off rate from more than 20% to less than 7% within a ye
ar of assuming the portfolio while reducing collection costs by $15K per month w
ith the implementation of an innovative collection strategy.
* Exceeded goals in Average Speed of Answer, Service Level, and Abandon rate whi
le maintaining headcount.
AVAYA
2
000 - 2008
Global leader in business communications provides solutions directly and through
its channel partners to leading enterprises around the world.
Senior Manager, 2004 - 2008
Progressive record of positions with increasing responsibility, culminating as S
enior Manager, demonstrating the ability to set and exceed goals consistent with
the current strategic and operational objectives of the company. Expert in hand
ling and resolving operational issues while providing strong leadership, coachin
g, mentoring, and daily direction for direct reports supporting revenue generati
ng functions for multi-site operations. Led cross-departmental teams, producing
more than 8K orders in excess of $34.5 M on a monthly basis, to deliver timely a
nd effective solutions to customers in an effort to fulfill product or service n
eeds.
JAYSON W. SWANSON
PAGE TWO

Key Achievements
* Oversaw 20 Managers with 350 Associates across multiple sites, surpassing Reve
nue and Service Level Numbers.
* Reduced cycle time on Maintenance Cancellation Team from 25 to 2 days; made pr
ocess improvements resulting in $3.4M per year in company savings.
* Slashed Overtime by 72% while meeting monthly requirements with a net savings
of more than $23K per month.
* Singlehandedly developed the Maintenance Save Team designed to continue the st
reamline of maintenance revenue, increasing returns by more than $1.2M.
* Completed a Termination Fee project for early cancellations that reduced defec
ts from 60% to less than 1%.
Project Manager for Process Development, 2002 - 2004
Assisted in the development of the organizational operating structure, leading a
nd driving multiple projects involving cross-functional teams to develop new pro
cesses and improve existing processes in North America, Canada, and Asia. Strate
gically complied, analyzed, and published financial and/or operational results o
n a monthly basis. Ensured Maintenance processes were in compliance with Sarbane
s-Oxley with quarterly auditing.
Key Achievements
* Saved an average of $9.6M per year in invoicing with the completion of a quart
erly billing project which eliminated monthly billing and reduced customer invoi
ces by 800K per year.
* Generated an additional $30M in maintenance revenue over the fiscal year by le
ading cross-functional team in the development of an automated process which all
owed dialing into the customer's phone system, adding new equipment to the custo
mer's records, and billing for maintenance on the newly added equipment.
* Leveraged $16.5M in maintenance revenue by creating a team to scan customer re
cords for equipment showing maintenance coverage, but not billing any dollars.
* Reduced maintenance billing adjustments by 60% by creating a process using SAP
which allowed Associates to cancel maintenance with a future date instead of re
quiring a manual follow-up.
Maintenance Contract Supervisor, 2000 - 2002
Effectively managed, motivated, and developed 16 team members by providing timel
y feedback in an effort to facilitate improvement of individual performance. Con
sistently created more efficient processes or eliminated steps in processes to i
ncrease productivity.
Key Achievements
* Regionalized Maintenance Quote Team to build a stronger relationship with the
Sales Team, helping to decrease the number of escalations from the Sales Team by
90%.
* Increased productivity within the team by 400%, reducing cycle time form 5 bus
iness days to same-day turnaround time for sales requested quotes.
* Increased productivity on Account Cleanup Team by 100% to set the company stan
dard at 350 account consolidations per person/per day.
EDUCATION AND CERTIFICATIONS
Master of Business Administration, Trinity College, Hartford, Connecticut
Bachelor of Arts in Business Administration, Kennesaw State University, Kennesaw
, Georgia
Certified Six Sigma Black Belt
ISO 9000 Audit Certification
TECHNICAL EXPERIENCE
Windows, MS Word, Excel, PowerPoint, Project, Outlook, Visio, SAP, Access, DOS,
SQL (Certification in Progress)