CHRISTY S.

O'HALLORAN
PHONE (773) 406-9072
E-MAIL CHRISOHLL1@ATT.NET
1027 SOUTH CUYLER AVENUE, OAK PARK, ILLINOIS 60304
Change management expert with long proven track record of implementing technolog
y and business process improvements in sales, order processing, finance, credit,
fraud, collections, payment processing and high-volume inbound and outbound cus
tomer contact operations (ecommerce, B2B and B2C.)
Software: SAP ECC 6.0, FSCM, A/R, CRM, BI, Avaya, Oracle 11i(including iPayment
,) Ecometry
PROFESSIONAL ACCOMPLISHMENTS
2010 - Present Aging Care Connections LaGrange, IL
www.agingcareconnections.org
Business Consultant to Executive Director
Consultant providing business process/workflow improvement solutions, performing
business analysis functions to evaluate and prioritize streamlining opportuniti
es

2004 - 2009 LTD Commodities LLC Bannockburn, IL

www.ltdcommodities.com, www.abcdistributing.com, www.lakeside.com
Director
Business Process Owner and Lead for SAP FSCM and A/R module implementation as a
part of a larger enterprise program: blue-printing, requirements gathering, bus
iness rule creation, solution testing, end-user acceptance and roll out (busines
s processes included credit management, billing, A/R, collections management, di
spute management, credit card and lockbox payment processing, dialer and third-p
arty vendor integrations.)
* Integrated SAP Collections Management/SAP Dispute Management with Avaya outbou
nd and inbound telephony; created IDOC and EDI requirements for data exchange be
tween SAP and Avaya systems, allowed end users to seamlessly navigate between sy
stems.
* Coordinated SAP ECC, CRM Customer Contact and CRM Complaint Management so lead
ers and end users had a complete view of the customer experience.
* Awarded with company honors for sponsoring an ecommerce implementation; added
a self-service payment option that revolutionized the customer payment experienc
e, delivered double-digit reduction in unnecessary payment inquiries and drove s
even figures in added revenue to the organization.
* Utilized Business Intelligence/BEX Analyzer to provide critical business infor
mation to project members and other senior executives
* Developed strategic plan and roadmap as a part of the larger enterprise progra
m to ensure team and project goals aligned with corporate strategic plan; identi
fied and tracked milestones to measure progress and mitigate risks.
* Compelled the organization to invest in technology upgrades to SAP FSCM, Avaya
, Blue Pumpkin, Kana and Tea Leaf applications to better understand and improve
the customer experience.
* Concurrent with project responsibilities, directed staff and operations throug
h years of vigorous changes in technology and business models with little or no
time to stabilize; found ways to creatively achieve more with fewer resources, a
nd championed organizational change management and continuous improvement discip
lines.

Manager (2004 - 2006)

* Implemented credit decision automation project which integrated decision engin
e, third- party service provider (TargusInfo) and Avaya telephony; raised percen
tage of closed sales orders, reduced held orders from 25% to 4%, and dramaticall
y reduced cost of processing.
* Business Process Owner for A/R portfolio management project that reduced bad d
ebt levels from 3.5% to a historical low of 1.97%.
* Created and implemented financial models that forecasted production requiremen
ts, receivables, cash and write off. Created department budgets and staffing pl
ans, managed to them and ensured desired service levels were met consistently an
d within budget.
* Led A/R and third-party collection agency project for large company merger; as
similated an additional company into existing operations; transformed all credit
, fraud, and electronic payment processing and collections operations. Evaluate
d and streamlined business processes, increased efficiencies and reduced costs.
* Business sponsor for telephony upgrade project (Mosaix 11.0 to Avaya PDS 12.0)
; improved customer end support and system maintenance.
1999-2003 uBid, Inc. (www.uBid.com) Chicago, IL
Manager of Financial Applications and Support
* Combined business acumen, risk operations expertise, and technical experience
to perform business analysis and technical support functions. Managed ecommerce
and ERP projects, performed systems and process analyses; acted as liaison betw
een call center and billing end users and IT personnel.
* Led the Credit, Billing and Payment Processing module implementations as a par
t of the larger enterprise project.
* Bridged technical and functional teams, supported Avaya, Center Vu, Oracle 11i
Order Management, A/R, A/P, GL, and Cash modules.
* Consistently delivered complex projects on time and within budget, achieved fo
recasted ROI for implementations.

General Manager (1999 - 2002)

* Managed credit, billing, and sales order processing operation that grew from $
70 million to more than $600 million in annual sales. Developed payment and cre
dit approval process for credit card payments and commercial lending facility.
* Identified and implemented key system enhancements, reduced headcount and achi
eved industry-leading sales conversion and fraud rates.
* Implemented new technology to dramatically increase approval rates, while also
decreasing cycle times and bad debt losses.
* Championed a private-label credit card processing program, the uBid Card, for
both consumers and businesses, which improved the customer experience and helped
strengthen the uBid brand and ecommerce presence.

EDUCATION
1994-1997 Keller Graduate School of Management Chicago, IL
M.B.A., Concentration: Information Technology, Finance
1992 Hokkaido Kyoiku Daigaku Asahikawa, Japan
Exchange program in Economics and Japanese
1988-1992 Illinois Wesleyan University Bloomington, IL
Major: Business Administration Minor: Economics
SOFTWARE
* Financial and Order Processing Software and Applications: SAP ECC 6.0 (FSCM
expertise,) CRM, BI, Oracle 11i (iPayment,) Ecometry
* Risk Management Software/Applications: Cybersource, Retail Decisions, HNC eFa
lcon, Clear Commerce, Equifax ID Verifier, and Verified by Visa, Experian, Fair
Isaacs, Dun and Bradstreet.
* Telephony, Forecasting and Quality Monitoring Applications: Avaya CMS, Avaya
PDS 12.0 (Certified,) Mosaix 11.0, Blue Pumpkin, Tea Leaf and Kana
AFFILIATIONS AND CERTIFICATIONS
MEMBER OF ASUG, NACM'S FSCM USER GROUP, DIRECT REPONSE FORUM, CCNG, ACA, AND IOM
A
CERTIFICATIONS IN AVAYA PDS 12.0, SIX SIGMA AND DNB BILLING, LENDING AND COLLECT
IONS

CHRISTY O'HALLORAN PHONE (773) 406-9072 CHRISOHLL1@ATT.NET