Mark Rude

Professional Profile

Tempe, AZ 85284 214.504.1374 m markdrude@gmail.com www.linkedin.com/in/markrude

Proven ability to create and execute strategy within multiple industries and disciplines (financial services, sales, marketing, lending, call center operations, telemarketing, customer segmentation, insurance, risk management, technology) Proficient operational leader with the skill to drive systemic, material improvements in the customer experience and operational efficiency Experienced in leading international operations with both onshore and offshore outsourcing Ability to apply strong financial disciplines and drive accountability to achieve bottom line objectives Proven leader with ability to motivate and align an organization to achieve desired results Demonstrated ability to achieve business objectives through the strategic use of technology Experienced leader in inbound/outbound customer sales and service Ability to lead large, strategic projects and organizational integrations to successful completion Effective leader, collaborator, and communicator Consistently demonstrates high integrity, reliability, and trustworthiness Bank of America Home Loans Business Operations Executive | SVP Operations Drives the operational efficiency and effectiveness of the Bank of America retail mortgage sales organization (3,200 retail mortgage loan officers operating in local and call center executions): Leader of the operational support of the sales organization including sales performance leadership, sales process design and implementation, customer experience management, staffing and capacity management, risk management and compliance, analytics and reporting, and call center operations. Developed and implemented a portfolio of cost-saving ideas to generate in excess of $300 million in expense savings over 3 years. Improved performance and accountability through the development and implementation of an enterprise performance management strategy Redesigned the customer experience management strategy driving a 51% YOY improvement in delight Designed and executed the organizational integration strategy of operational functions of three organizations as a result of Bank of America acquisition of Countrywide resulting in efficiency and a consistent customer execution Optimized the customer loan process to drive improved customer satisfaction and cycle time efficiency Led the business case development and implementation of a state of the art (VOIP) telephony platform to drive operating efficiency and customer service capabilities Developed and executed a long-term consolidation strategy resulting in a fifty percent reduction of sites Led the execution of data warehouse implementation and reporting automation strategy AEGON Insurance Services Senior Vice President | Marketing Services Leader of the Customer Analytics, Campaign Processing, Print and Graphics Production, Internal Print and Inserting Operation, and Product Filing, Compliance, and Agent Licensing functions
3300 campaigns executed annually through direct mail, digital marketing, and outbound lead generation 450 million policies and direct mail kits produced annually 80 statistical models deployed

Experience
2007- Present

2006- 2007

Led process and system integration to consolidate the marketing platform across three organizations driving a more integrated capability and increased efficiency Developed strategy to increase penetration of US middle market across all AEGON USA operations
2002- 2006

Senior Vice President of Technology | Chief Information Officer Leader of consolidation and integration of 3 geographic IT organizations into single function organization; reduced operating expenses by $18 million Developed technology platform and organizational structure to support US and International locations Repaired relationship with Marketing organization; jointly developed business case to revamp marketing technology platform Assessed in-progress, failing policy administration conversion effort; re-planned, re-staffed, and renegotiated vendor contract; system conversion project completed successfully 9 months later
2.5 million policies converted, system implemented with no unplanned business interruptions

Increased accountability through chargebacks, portfolio management, and organizational alignment

Mark Rude
1998-2002

Tempe, AZ 85284 214.504.1374 m markdrude@gmail.com www.linkedin.com/in/markrude

JCPenney Insurance Services Vice President | Chief Information Officer Leader of all IT functions including: US Marketing & Operations, Canadian Operations, International Operations (UK, Australia, Korea, Japan) Led effort to transform application infrastructure in support of customer-driven strategies
Successfully implemented Campaign Management system Successfully implemented computer-telephony-integration (CTI) and Clarify CRM system supporting to create a single view of the customer and a more efficient customer interaction

Directed renovation of Insurance systems from 20-yr legacy system to modern client server application conversion of 30 million customers, 15 million policies, and 11,000 insurance plans on-time delivery with no unplanned business interruptions Leader of IT due diligence effort in preparation for sale of company, completed June 2001
Prior Positions

Customer Service Executive and Transformation Consultant Technology Strategy Consultant Actuarial Manager and Marketing Analyst

Education

Baylor University B.S., Mathematics Minor in Computer Science Make-a-Wish Foundation, volunteer and wish granter Phoenix Childrens Hospital Foundation, volunteer and member of Emerging Leaders program McKinney Independent School District, member Board of Trustees (former) McKinney Independent School District, Strategic Planning Committee (former) Collin County Community Justice Council (former) Habitat for Humanity, Plano Chapter, past member Board of Directors

Community Involvement