1. RICH MENDOZA
1203 Marshall Dr, Euless, Texas 76039
972-333-0220 + mendoza.rich @ g m ail.co m
http://w ww .linkedin.com /in/richm end oza
IT MANAGEMENT PROFESSIONA L
Highly skilled IT management professional with over 10 years experience across IT operations,
project and vendor management, business analysis, operational support and process development
and documentation. Proven leadership, communication, organization, and interpersonal skills.
Bilingual in English and Spanish. Ability to learn new systems and concepts quickly to meet
aggressive deadlines.
Certifications:
• ITIL Foundation v3
• ITIL Service Operations
• ITIL Operational Support & Analysis
ACCOMPLISHMENTS
• Implemented Change, Incident and Problem Management for Merchant Customer Exchange.
• Implemented Change, Incident and Problem Management for Exeter Finance Corp.
• Managed $2.4M project to implement complete Aspect suite of applications to manage a 500 seat call center.
• Managed implementation of eTalk Qfiniti 3.5.1 to 595 agents across Customer Care, Collections, Loss
Recovery, and Vehicle Title Operations.
• Supported implementation of Aspect Unified IP 6.5.1 with LYRICall to 595 agents across
Customer Care, Collections, Loss Recovery, and Vehicle Title Operations.
• Managed transition of all business and consumer 3rd party collections to an off-shore vendor,
achieving an annual cost savings of $152k in commission fees paid to agencies in addition to a 3.5%
increase in the recovery rate.
• Managed decommission of a consumer accounts receivable center & transition to near-shore vendor,
achieving a cost savings of $5.4M over a 3 year period.
CAREER HISTORY
Merchant Customer Exchange, Las Colinas, Texas Mar 2016 - Present
Manager – Change and Incident Management
• Implemented Change, Incident and Problem Management across the enterprise.
• Developed policies and procedures.
• Facilitate incident bridge on major system outages
• Implemented metrics and created reporting.
• Provide bi-weekly and monthly reporting to executives.
EXETER FINANCE CORP, Las Colinas, Texas May 2013 – Mar 2016
IT Manager – Change, Incident and Problem Management
• Implemented Change, Incident and Problem Management across the enterprise.
• Developed policies and procedures.
• Implemented metrics and created reporting.
• Reduced incidents related to requests for change by 20%.
• Reduced incident resolution time by 30% with the implementation of Incident Management.
• Provided weekly and monthly reporting to executives.
• Provided training on functions.
• Facilitated twice-weekly Change Advisory Board meeting to review all new requests for change.
• Facilitated incident bridge on major system outages.
• Partnered with Compliance on internal/external audits.

2. RICH MENDOZA
Page Two
EXETER FINANCE CORP, Las Colinas, Texas Jan 2012 – May 2013
IT Project Manager
• Managed $2.4M project to implement complete Aspect suite of applications to manage a 500 seat call center.
• Managed project to migrate all servers to a new data center.
• Managed project to implement the GlobalSearch document imaging and retrieval system.
• Managed project to launch a new near-shore collections vendor call center within 30 days.
• Managed project to install a new microwave-based antenna system to provide network
redundancy.
ARBONNE INTERNATIONAL, Addison, Texas Oct 2009 – Dec 2011
Supervisor – QA, Outbound Sales, CS Leads
• Managed multiple functions simultaneously with up to 25 direct reports.
• Implemented metrics, identified efficiencies and created reporting for Outbound Sales team, resulting
in a 16% increase in productivity.
• Implemented metrics and enhanced reporting for the Quality Assurance department, resulting in a 20%
• increase in productivity.
• Conducted comprehensive data analysis of past performance and implemented more
aggressive quality metrics for Customer Service, resulting in an overall increase in quality for 5
consecutive months.
• Created new metrics and reporting for the new consolidated CS Lead team, resulting in more accurate
performance tracking and feedback.
• Handled executive complaints regarding sponsorships, pop-up successions and other geneology-
related issue.
• Resolved escalated concerns surrounding commission adjustments, override payments, and
generation levels.
TRIAD FINANCIAL, North Richland Hills, Texas Oct 2007 – Oct 2009
Project Manager
• Managed projects, conducted business analysis, and provided operational support for all
Portfolio functions: Customer Care, Collections, Loss Recovery, and Remarketing.
• Partnered with different levels of management, including V.P.’s, from all Portfolio functions, as well as
• IT, Legal, Accounting, and Receivables.
• Created project proposals for presentation to Executive Steering Committee, in addition to
comprehensive project plans, Business Requirements Documents and User Acceptance
Testing Documents.
• Led the Enterprise-wide Documentation initiative to identify and consolidate all existing Portfolio
documentation, resulting in identification and consolidation of 140 unique documents, development
of templates for process maps, procedure and training documents, as well as standardization of file
structure and naming conventions.
• Led Business Process Improvement initiative to document Records Management Processes
and improve efficiencies.
EMBARQ (formerly part of Sprint), Las Colinas, Texas Feb 2006 – Feb 2007
Supervisor – Project/Program Management
• Hired and supervised team of exempt project managers.
• Created team objectives and developed annual system plans.
• Responsible for sponsoring projects for Business and Consumer Collections, Bankruptcy and Payment
• Operations.
• Acted as subject matter expert for supported functions on impacted projects.
• Created and documented methods and procedures (m&ps), including process workbench, process
flow and key-stroke level m&p, as well as user guides and conducting training.
EDUCATION
Wilbur Wright College, Liberal Arts