Douglas Badgley *Operations & Distribution Manager* 740.966.6022 * db15c98c0@westpost.

net 9760 Miller Road, Johnstown, Ohio 43031 Summary of Qualifications Operations leader with experience managing multi-site networks, 250+ associates, and critical TQM initiatives that drive unprecedented levels of productivity, e fficiency, cost containment, and quality. Quick to adopt best practices, deploy technologies, and streamline operations to secure process enhancements, desired performance benchmarks, and strengthened client relationships. Managed high-prof ile customer relationships with government agencies, ensuring total compliance w ith SLAs and legislative guidelines. Build, train, and coach teams to hold indiv idual and group accountability and deliver against goals. *o *o *o *o *o *o *o *o *o High-Profile Relationship Management Total Quality Management Concepts Process, Procedure, & Policy Design Inventory Planning & Control Workflow Scheduling *o Customer Service & Account Management Federal & State Regulatory Compliance Vendor & Client Relations Training & Development MS Office Suite

Professional Experience JPMorgan Chase, Columbus, OH Relationship Manager, Department of Homeland Security (DHS) (2008-2011) Charged with managing a complex relationship with the Department of Homeland Sec urity*and 11 sub-agencies including U.S. Customs & Border Protection, the U.S. C oast Guard, U.S. Immigration & Customs Enforcement, and Headquarters for the Dep artment of Homeland Security*related to the administration of the fleet, travel, and purchase card programs with 230K accounts and $1.1M+ in annual revenue. *o Played a vital role in the launch of fleet card programs for DHS involving de veloping and facilitating GSA training presentations, soliciting and responding to enhancement requests, and serving as the *(R)go-to* program resource. Achieve d an unprecedented client satisfaction rating. *o Increased annual spend $25M by growing relationship to 55K accounts*a 12% inc rease over the prior year*by working diligently to meet and exceed clients* serv ice expectations, liaise between key process stakeholders to implement enhanceme nts, and drive continuous improvement. *o Recognized as a subject matter expert for the PaymentNet application, not onl y assisting clients in troubleshooting technical issues, but identifying opportu nities to implement system enhancements, correct reporting problems, and improve clients* ability to manipulate accounts. Program Manager, Public Sector (2003-2008) Oversaw operations in support of the $20M Bureau of Citizenship and Immigration Services Lockbox Imaging business line based in Chicago, a center processing up to 300K immigration forms each month. Orchestrated 4 major lockbox programs invo lving project and workflow planning, milestone tracking, and performance reporti ng. Stepped in as Shift Manager for 2nd shift operations for a 3-month period.

*o Project managed*from concept through administration*the implementation of Tem porary Protective Status application processing, providing the ability to track, monitor, and measure performance against each country*s specific application ti meframes and legislative guidelines. *o Designed a first-time change control process to guide often million-dollar-pl us change requests, creating a system that was later deployed throughout multipl e operations sites. *o Leveraged knowledge of OnBase and Cardiff processing applications to optimize the efficiency of transactional processes, fuel high levels of customer satisfa ction, and drive compliance.

Douglas Badgley, 2 *Operations & Distribution Manager* 740.966.6022 * db15c98c0@westpost.net Site Manager, Ohio CSPC Lockbox (2000-2003) Directed a staff of 140+*in a 24-hour, 3-shift environment*in the receipt, posti ng, depositing, and same-day imaging of 1M child support payments each month. Se rved as a key contact for the Ohio Department of Job and Family Services (ODJFS) team and worked diligently to resolve inquiries within a 24-hour period. Manage d the allocation of a $7.2M operating budget, increasing efficiencies to generat e productivity gains and secure double-digit under-budget performance. Identifie d and capitalized on opportunities to coach and train supervisors and non-exempt team members to improve team-wide empowerment and accountability. *o Spearheaded a major conversion of the Child Support Payment Processing system to Bank One and, through natural attrition and process improvements, reduced st aff from 240 to 146. *o Improved quality from 85% to 99.99% through implementation of Total Quality M anagement (TQM) concepts including work sampling, quality reporting, and proacti ve employee training. *o Achieved productivity goals despite a reduction in manpower*ensuring same-day processing 99.9% of the time*through resource allocation, continuous training, and recognition programs. *o Accepted the additional accountability of managing the Chicago U.S. Citizensh ip Lockbox Operation while concurrently managing the Ohio operation. Later, work ed to dismantle the department when the ODJFS contract was awarded to a differen t organization. Group Finance Manager (1997-2000) Managed a team of 25 in producing profitability data for the enterprise and each line of business, overseeing teams in 2 sites in Ohio and Arizona. Created a ne w-found focus on customer service delivery and developing the environment to sup port associate engagement, resulting in significant gains in customer service, p roductivity, quality, and meeting customer timeframes and deadlines 100% of the time. *o Eliminated turnover*from 125% in 1997 to 5% in 1998 and 0% in 1999*by spearhe ading cultural transformation initiatives and creating a more flexible operating infrastructure. Empowered and inspired associates to hold accountability for re aching quality and productivity benchmarks. *o Transitioned from legacy reporting applications to an SAP target profitabilit y system, and implemented new hardware and a reconciliation process to drive dea dline achievement. Additional Experience: Operations Group Manager *C First USA, Bank One *o Coordinated workflow throughout 6 units and 115 team members, stabilizing the group through resolution of long-standing grievances, standardizing processes a nd protocols, providing clear expectations, and generally developing a solid ope rating and human resources infrastructure. Operations Manager *C Bank One Financial Card Services Corp. *o Received 15+ Achievement Awards during a 12-month period for driving milliondollar-plus cost savings, consolidating operations, and implementing enhanced in ventory management systems.

Operations Manager *C J.C. Penney Catalog Co. *o Fast track promoted from Receiving to Area Supervisor within 12 months and ta sked with overseeing operations throughout the soft goods inventory and customer order distribution areas. Education Franklin University, Columbus, OH B.S. in Business Administration, Minor in Industrial Management