Dennis Coyne

Formed and led a global Business Process Improvement team focused on Trust and Safety of Airbnb host and guests community. Develop effective and efficient operations workflows for a global workforce of 2,100+ Agents to proactively detect Fraud and Safety issues, processing over 100k investigations daily; managing integrating hundreds of operational process changes a quarter to comply with global government compliance and internal policy.  Reduced; time to resolve; average handle time; and fraud while increasing Trust and Safety.

Work within the Division of Banking Supervision and Regulation; create, implement, and manage a process improvement program that improves quality, productivity, and response time of the Federal Reserve business processes. Established the Federal Reserve System Process Improvement and change/project management concepts, leading the effort to system-wide adoption to help eliminate non-value steps and waste/costs while establishing repeatable optimized processes, and concentrate resources on top priorities. Key Responsibilities: Establish, lead, and drive process change structure. Facilitates identification, prioritization, selection, and scope of business process improvement initiatives and establishing key strategic initiatives for the Bank. Conducts highly complex analysis on various cross-functional programs to identify trends, measures process value, and performance; identifies and validates root causes; makes recommendations and drives change based on business objectives. Provides reviews, training, and consulting to stakeholders at all levels of the organization for business process improvement and change/project management disciplines. Designs organize and facilitate workshops, seminars, and training for business process improvement. Plans, directs, and coordinates Bank and/or System project activities and resources to ensure project goals are completed on time, within budget, and with optimum quality. Provides direction, prioritization, and conflict resolution in managing the Bank to accomplish mission objectives. Prepares and implements detailed project plans. Communicates project goals and results to various stakeholders.

Led global commercial division’s efforts operating in 65 countries dedicated to innovation consulting on brand choice modeling services focusing on pricing, portfolio, and market simulation needs in the CPG, Finance, Automotive, Retail, Telecom, and Durables categories. Client Service • Established long term preferred provider relationship status with multi-national and regional clients (APMEA / GC / India / LATAM / NA / Europe) • Diversified global client base by 128% in the first year • Strategically roll out product availability in 6 additional growth countries Innovation • Drove development of 100% increase in product offerings with no additional business cost of cannibalization • Improved product financial performance, increasing contribution margins by over 280% in the first fiscal year

Cycle Time • Developed a standard, transparent Client Data Inquiry process that reduced the internal cycle time of client responses from more than 30 days to less than 4 days to resolution, while reducing employee time spent on the resolution by more than 44%. • Reduced the cycle time to deliver Consumer Experience (Drive Test) end-to-end process. Cost savings and elimination of SLA penalties equal to over 24% of annual revenue. • Designed and implemented a financial forecasting process that reduced cycle time by over 85% and reduced variation of quarterly forecasting by 93%. • Developed an employee tracking process for the HR and Finance teams, reducing monthly global tracking by 84%, which allowed complete visibility across the company of all employees’ positions and departments for the first time. • Reduced syndicated survey cycle time from over 110 days after fielding to less than 20 days. Allowing for a price increase in current products and over 62% reduction in operational cost. Change Agent • Relentlessly drove and led global and local teams in establishing a culture of quality by transferring best practices and coaching/mentoring 100+ Executives, Champions, and Top Talent. • Established a global “Wellness” program that incorporated BPI, Technology, and Project Management to solve client issues while stabilizing troubled products holistically. Successfully executed on two core products (Flowshare and CVM), enabling revenue retention of over $43 million. Leveraged out the process to other Nielsen divisions. Revenue • Established a standardized product-costing process model; facilitated the creation of a commercial pricing policy, which resulted in an average of 12% revenue increase with existing products. • Drove an additional $10+ million in miscellaneous productivity initiatives resulting in over 70% of total EBITDA

Directed the end-to-end transformation (from the client request, data acquisition, operations, quality control, MSCI, product management, and client delivery) of all survey-based products representing 35% of the Telecom Practice Group revenue. • Drove cost leadership for off-shore teams with development and operations transfers. Reduced off-shore operations by over 55% while increasing value-added capacity by over 72%; improved quality by over 57%; reduced delivery time to clients by 45%. • Transformed the team from an inward delivery focus to a client-servicing team. • Removed management layers and aligned them to the global business. • Successfully transitioned from one off-shore support vendor to another with no missed deliveries. • Reduce data acquisition cost by 45% by identifying alternative sources and redesigning processes.

Directed the end-to-end operations of product data collection, quality control, and report production for Mobile Test, Flowshare, and Stationary Telecom Testing (52% of Revenue). • Reduced operational support headcount through automation and reduced cycle time delivery by 65%. • Established standardized quality measures that reduced Client delivery errors by 98% with no additional headcount. • Identified, negotiated, and implemented outsourcing with three vendors.

Created the company’s first Operations department, consisting of 90 employees spanning data acquisition, collection, MSCI, analytics, and reporting. • Established a global team that executed sophisticated quantitative analysis and advanced modeling, providing end-to-end syndicated solutions and actionable insights. • Grew existing products’ gross margins from negative to 46% within the first year. • Served as an expert strategic advisor on key business operations issues by working closely with the executive team and sharing insights that help optimize our impact of a syndicated business model. • Integrated two corporate acquisitions into the business with no employee loss within the first year of transition.

• Managed a $62 million department budget. • Created and implemented organizational development processes; work measurement and recognition programs, effective performance appraisal, quality improvement, and corporate staff accountability reporting. • Managed a department of 120 research analysts charged with researching and maintaining company products on PBX, Key Systems, Bridge Routers, Wireless Phone equipment; ISDN, Cable Modem, DSL, Centrex Phone equipment and services; SONET, ATM, Residential and Business Wireline, Wireless service plans. • Manage multiple department data requirements to meet customer needs. • Produces pre- and post-sales presentations. • Participated in investor presentations and the development of a business plan for the company. Accomplishments: • Managed the development of multiple sales force automation tools for the telecom industry. • Developed a versioning strategy for existing products, increasing company sales potential. • Launched a company consultant business. • Developed process efficiencies that reduced time to market by 85% • Developed company-wide work schedule alternatives, incentive programs, and travel policy. • Reduced department turnover from 64% to 12% within a year. • Created company-wide and external training programs on industry advancements. • Established firm-wide quality control procedures, ensuring an error-free product for the customer. • Created a weekly telecom trends newsletter from current data, a $375,000 product for the company.

• Developed and maintained all CLEC billing tables relating to customer pricing. • Supervised the review of Global Multi-National Corporations customer invoices to ensure accuracy and resolved customers and vendor billing issues. • Directed the development of the CLEC market rollout billing strategy. • Managed multiple third-party billing relations. • Generated, reviewed, and advised on account receivable. Accomplishments: • Created original end-user billing testing requirements for all new product introductions ranging from the local resale, calling card, long-distance, Internet access, and USOC’s. • Transitioned 65% of out-sourced billing to an in-house billing system at a cost savings of $12.4 million dollars annually. • Developed and maintained the process of enhancing the standard billing system by converting to a continuous system, significantly adding to the productivity and reliability of the operation and reducing costs.

• Approved and maintained all original international service orders and global account contracts billing for the division. • Analyzed, composed, negotiated, and tracked international telecommunication contracts, Master Service Agreements, and other billing arrangements. • Consulted regularly with international counsel to determine the binding legality of all contracts and service orders. • Developed a tracking system for processing international contracts and service orders. • Lead division’s collections process after establishing a database system for all international collection procedures. • Compiled and filed FCC Tariffs, and transcribed and reviewed foreign language contracts.

• Served as the liaison between Congressional Legislative Assistants and the D.O.I. by organizing hearings and selecting witnesses. • Supervised staff maintenance of permanent legislative record files. • Conducted research for the Secretary’s Immediate Office and other D.O.I. officials on legislative matters. • Resolved legislative inquiries and reference questions from agencies within the D.O.I. and other Cabinet Offices. • Compiled and analyzed congressional information for inclusion in a daily legislative summary for the Secretary.

• Coordinated conferences and other events, securing speakers, and preparing materials. • Worked on issue-building with national and local grassroots organizations. • Maintained a large contact database.