Tom Lysinger

Led family-owned steel products company through critical transition phase, maintaining operational excellence. Conducted comprehensive business analysis to evaluate long-term viability and delivered strategic recommendations for sustainable growth and organizational success. ► Tracked operational expenses via strategic budget realignment, achieving efficient cost structure. ► Spearheaded equipment modernization initiative, raising production efficiency and minimizing maintenance costs. ► Upgraded personnel by hiring skilled professionals, increasing productivity and employee morale.

Directed customer service transformation at newly merged 401(k) records administration provider, integrating operations from Great West, Putnam, and JP Morgan. Steered strategic initiatives in organizational design, workforce optimization, process reengineering, and technology utilization. Orchestrated consolidation of diverse customer care units into cohesive entity, leveraging unified technology platform and standardized processes. Championed cultural integration while streamlining overall service delivery. ► Elevated first-call resolution rates from 50% to 80%+, driving customer satisfaction scores from 3.3 to 4.5. ► Maximized shareholder value by constraining expense growth to 50% of revenue growth, as organization expanded from 6M to 21M 401(k) plan participants, through introduction of productivity-enhancing operational standards. ► Instituted strategic data collection function within customer care, facilitating pain point identification, policy modernization, and first-call resolution enhancement.

Led establishment of service infrastructure for Vantiv, a Fifth Third Bank credit card processing spinoff. Architected and secured executive approval for strategic contact center blueprint and comprehensive service roadmap, ensuring sustainable growth. Led a team of more than 500 service associates and reported overall progress directly to the CFO while incorporating multiple initiatives for operational effectiveness. ► Accelerated service performance by 20% through strategic leadership restructuring and framework optimization. ► Orchestrated establishment of an offshore BPO initiative, expanding workforce capacity by 50% and spearheading RFP processes and negotiations to secure cost-effective $4M contract. ► Devised holistic cost control strategy, focusing on process streamlining and improved customer self-service capabilities, projecting 29% cost reduction.

Developed global customer care strategy, managing diverse workforce of 3.5K+ to 4K in-house and outsourced representatives across multiple international sites, including CWA-unionized staff. Oversaw critical functions encompassing customer service, BSA and OFAC compliance, fraud management, and technical support. Crafted and implemented service delivery vision, prioritizing employee engagement and rebuilding company trust. Stewarded a $120M annual budget while assembling and guiding high-performing leadership team to propel organizational growth. ► Engineered strategic offshore transition plan, coordinating with labor relations to effectively relocate roles for 1K US- based associates. ► Cultivated robust BPO partnerships, expanding service capabilities to 150+ countries in 30+ languages and attaining global reach for improved customer service delivery. ► Achieved 35% reduction in annual operating costs through strategic labor reallocation and self-service implementation.