TIM ALLAWAY

Alpharetta, Georgia 30022 (770) 594-1738 tallaway@comcast.net EXECUTIVE LEADERSHIP SYNOPSIS Leveraging Service Delivery as the Competitive Advantage for Revenue and Profit Growth EXECUTIVE CREDENTIALS Top executive with a distinguished record of accomplishment leading Fortune 500 customer engagement and operations organizations for highly respected brands and industry leaders McKesson, Equifax, IBM and emerging market companies. Recognized as a change agent; capable of restructuring and standardizing ineffective systems, processes, and procedures to achieve organizational goals. A record of success in constructing and executing results-generating client service and revenue. EXPERIENCE MCKESSON CORPORATON, Atlanta, GA 2006 - Present Vice President, Payer Services, RelayHealth (2008-2011) Vice President, Operations, Transaction Solutions (2006-2008) General Management P&L responsibility to build new business vertical expanding electronic transaction services into the Payer market. Functional areas include sales, account management, product management and marketing, implementations, and customer support. Managed five direct reports with 100 associates for this $20 million business unit. Created New Business Unit Self-funded and directed development of first SaaS solution adding value to traditional Electronic services to generate market demand. Marketing campaign won Public Relations Society of America Award of Excellence. 35 solutions sold and implemented in 18 months. Grew new revenue 20%+ driven by leveraging existing customer relationships. Client Services Developed and implemented strategy and process of customer segmentation to distinguish level of service provided while consistently driving double-digit revenue growth. Customer satisfaction, as measured by third party, increased to 98%. Employee engagement scores increased in several key areas of communication. Operations Consistently achieved 10%+ year-to-year efficiency gains for margin expansion and funding of new revenue growth or productivity initiatives. Successfully led integration projects of consolidating two acquired facilities into existing infrastructure ahead of schedule with minimal customer, employee, or revenue loss. S1 CORPORATION, Atlanta, GA 2004 -2005 A $200 million global provider of integrated front-office applications for more than 3,500 financial services institution. Vice President, Global Customer Support Charged with improving revenue retention by creating a metric-driven organization to enhance the overall customer experience. Integrated various acquisitions into a seamless and consistent customer interface. Operations Redesigned service delivery process that increased productivity 28%. Implemented a performance management system that improved service quality and accountability. Generated over $2 million in additional services from existing customers.

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S1 CORPORATION (Continued) Customer Satisfaction

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Improved customer satisfaction to all time high of 95% from 80%; customer retention of 99%. Successfully reengineered support organization by aligning service with customer segments that strengthened relationships and better managed the resolution of product service issues. Created and implemented customer-focused metrics that increased efficiency of problem response.

Process Improvement

Pioneered a one view concept in a widely diverse acquisition environment for all product lines. Established a customer survey and feedback program that drove enhanced customer satisfaction and a continuous improvement process.

EQUIFAX, Atlanta, GA 2002 - 2004 Vice President, Operations Provided comprehensive oversight for building a customer service and sales organization for a new business unit. Developed operations infrastructure and service model that became the key competitive advantage for the companys new internet-based business. Created New Service Model Directed the creation of a new customer relationship model; integrated revenue generation into service philosophy through effective cross-selling and up-selling. Designed and facilitated Consultative Selling Training to ensure consistent service process. Transformation Management Drove the expansion to a 24/7 support environment to better serve ecommerce business. Transitioned customer experience from transactional to relationship building. Successfully deployed online resource tools which reduced average handling time by 20%. Documented all workflows and processes to specifically outline optimal service experience. Revenue Growth Grew business unit revenue 192% from $24 million to $79 million in only two years. Established significant revenue gains of $7 million through multi-channel service. Significantly improved repurchase index by 18%; established a product renewal rate of 52% with an industry average of 30%. INTERLAND*, Atlanta, GA Vice President, Customer Operations and Technical Support *Company acquired shortly after assuming position. 2000 2001

CYPRESS COMMUNICATIONS, Atlanta, GA 1999 2000 Vice-President, Client Services Charged with incorporating structure and process into a pre-IPO broadband communications company while building a national client services and account management organization. Key executive oversight of rapid expansion from six to 27 markets.

TIM ALLAWAY
CYPRESS COMMUNICATIONS (Continued) Start-up Experience Strategic Planning

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Supported an 85% growth in revenue prior to the acquisition by U.S. Real Tel, Inc. Created customer relationship model; incorporated into companys core value proposition. Spearheaded the formation of an account management organization focused on customer satisfaction and increasing lifetime value.

Maximized Sales Opportunities

Identified key opportunities for proactive up-selling; gained 20% incremental revenue. Effectively addressed lengthy installation process by reducing cycle time 33%, expediting revenue generation. Implemented a company-wide automated process for sales order entry and tracking. Maintained an outstanding customer churn rate of less than 1%.

IBM, Atlanta, GA 1996 1999 Director, Customer Service& Technical Support Successfully built the first major teleservice organization for North America. Responsible for consolidating 47 locations into three state-of-the-art call centers. Designed organizational infrastructure and transition plans while leading 700 employee organization handling nine million calls per year. Managed a $65 million dollar budget. Re-engineered Call Center Infrastructure Introduced and launched IBMs Customer Care Centers that generated $120 million in sales. Featured on the cover of the July, 1997 cover of Call Center Magazine. Instituted quality-driven processes and metrics that led directly to ISO 9000 certification. Completed the incorporation of the internet into traditional teleservices that provided IBMs initial multi-channel service model. Substantially increased customer satisfaction scores to over 92%. Reduced employee turnover from 100% to 15%; promoted 100 employees in 12 month period. MCI TELECOMMUNICATIONS Director, Sales Operations & Partnerships Director, Customer Service Regional Manager, Consumer Sales &Service Manager, Customer Service & Account Management EDUCATION Master of Business Administration, Auburn University, Auburn, AL Bachelor of Science Business Management , Jacksonville State University Jacksonville, AL Prior to 1996