Sam Bates

Experience

• 

  Goldleaf Financial Solutions

  Jan 2004 - Apr 2008

  Director of Account Management

  - Management responsibilities of a team for implementation and support of Bank and Merchants.- Hiring, training, career development, and production tracking of team for workload balancing.- Manage Sales pipeline to provide support and manage resources.- Process review and improvement sessions of team to generate efficiencies.- Client retention reporting and goal setting to meet company objectives.- Conduct site visits for possible acquisitions.

• 

  Kroll

  Apr 2008 - Sept 2014

  Tasked for the leadership and management of Kroll’s Client Management and Client Services teams.Performed new business development during client acquisition and contract finalization, providingguidance from implementation through end service delivery. Communicated expectations to clientsassuring deadlines are met and timely reporting of progress and service delivery metrics to foster clientpartnerships by exceeding client expectations and delivering exceptional client service. Performed asthe client liaison to internal teams and served as the key point of contact for other departments such asSales, Accounting, and Marketing to retain business, seek opportunities for improvement and increasesales. Developed and grew good internal/external relationships with all work groups in order to facilitateservice recommendations or problem resolution for clients and vendors.- Managed implementations producing an excellent client service score of 4.7 out of 5 rating with a NetPromoter Score of 90% for 2013 continuing a year-over-year increase.- Recruited and trained 60% of employees in Client Operations due to promotions or job changes while maintaining an excellent client service level delivery, positive feedback from Sales and the PracticeLeader.- Re-engineered Client Management’s business philosophy and workflow plus created documentation inresponse to an industry shift to retain client base.- Utilized an e-mail marketing tool, Emma, to successfully fulfill a client’s need of notifying their 22kemployees about their event. Thus creating a new business process for service delivery.- Developed strategy for handling small repeat business then gathered stake holders in StrategicDevelopment and Product creating a Key Initiative of a DIY client portal which is currently underdevelopment.- FCRA (Fair Credit Reporting Act) Certified. Show less Managed a team to deliver high excellent customer service while on-boarding breach, affinity and involuntary program clients. Recruited, trained, developed, and tracked production of team. Managed client pipeline from sales to post sale to client maintenance and added value to client experience. Processed review and improvement projects. Focused on client retention - process's creation, activities, and reporting. Conducted site visits presented value proposition and product advantages to build and maintain a professional relationship.- Created better work flows and process step improvements by collaborating over multiple departments to decrease delivery time by 44%. - Generated more revenue through strong client relationship building, retention, and repeat business in 2009 then Sales could generate revenue from new business. - Led successful implementations of high risk client events with populations of 70k to 4.7M requiring exacting coordination, excellent communication, superior quality and expert service’s knowledge working with C-suite and Legal counsels. Show less

  • Senior Manager of Client Operations

    Mar 2013 - Sept 2014

  • Senior Manager of Client Management

    Apr 2008 - Mar 2013
• 

  FIS

  Sept 2014 - May 2023

  • Led a business unit generating $32 million annually in revenue with a client base of 35,000 in the Financial Services industry. Drove a technical collaboration of a system integration producing up to 35% efficiencies in service delivery for boarding and implementation while decreasing time to revenue by two days. • Streamlined day-to-day operations using reporting, forecasting, and analytical skills to implement a continual improvement process, and vendor management resulting in a 15% decrease in costs. While handling all production, client support, and executive escalations, including legal resolution.• Effectively formulated, communicated and influenced key decision makers into combining two products’ strengths creating a richer product set to drive a 10% increase in sales.• Orchestrated a smooth leadership transition following a merger resulting in a 2X client population increase; establishing strong client relationships, effective communication channels, and in-depth knowledge of Valutec's gift and loyalty product; maintained uninterrupted operations and achieved impactful KPIs ensuring zero client impact.• Recruited, developed, mentored, and evaluated personnel in conjunction with Human Resources process to ensure the efficient operation of the business unit with proactive communication, collaboration, and great communication skills. Show less • Created and executed business planning and program management for card processing operations and support teams critical to the success of the gift and loyalty programs. Delivered an operations environment that met all service level agreements (99% met), response time parameters (100% emails responded in 24 hours) and quality controls (peer reviews).• Created operational process changes to streamline order completion resulting in a 12% increase in order completion.• 4 years led operational team to exceeded new client and order completion goals by an average 110% above goal including revenue generation averaging 105% above goal to earn team bonus.• Developed, documented, and implemented team standard operating procedures with continual updates. Show less

  • Director, Business Unit Manager

    Dec 2017 - May 2023

  • Operations Manager Senior

    Sept 2014 - Dec 2017
• 

  Pursuing New Opportunity

  Jun 2023 - Nov 2024

  Currently Seeking Director of Operations Position

  I am a diligent, collaborative, and effective operational leader specializing in strategic initiatives, team building, and problem resolution to exceed client expectations and company goals. An effective communicator using persistent follow-up, time management, and intentionally listening to create a complete solution. I have consistently improved my team’s performance through continuous improvement projects, technology enhancements, and team building to lower cost and increase productivity.I'm looking for a Director of Operations or Director of Implementations or Vice President Operations position in the Fintech or Financial Services industry. Show less

• 

  Saint Rose of Lima Church

  Aug 2024 - now

  Business Manager

  • Managed finances for Saint Rose of Lima Church and School, ensuring financial responsibility and maximizing resources.• Led HR functions including payroll, hiring, benefits, and timesheets to support the church community.• Participated in committees to drive a better church experience and enhance overall operations.