About Us

The following is offered in a resume format to emphasize that I've actually managed
many of the processes for which I consult. I have a real, hands-on understanding of
the day to day pressures and problems involved in line management and bring that to
the consulting process. Your team will appreciate that. It's not just theory. Of
course, if we speak, I'll share the corporate identities of the firms involved.

DALTON ASSOCIATES, SINGAPORE, SYDNEY, PERTH, ATLANTA
October 1989 - Present        President, Consulting Business

Created this small, specialized Consulting Organization to fill a specific market need for
productivity, process and service improvement and transference of related
successful methods and needed skills to middle management.   Typically achieving a
20-40% productivity gain for clients, we are focused upon Financial Institutions such
as Consumer Bank, Corporate Bank and Credit Card businesses. The practice has
earned an impressive client base worldwide, and continues to acquire new
relationships.   I actively perform each consulting project and personally conduct the
client seminars and training.

CONSULTING COMPANY LOS ANGELES, BANGKOK, THAILAND
1984 - 1989        Region Manager, Consulting Business

Managed twelve significant, profitable process improvement and cost reduction
banking engagements for this mid-sized Financial Services consulting organization.
Developed and presented a Productivity and Service Improvement training seminar
product in several marketplaces.   Earned responsibility for business development,
sales and project management as the Asia region manager geographically covering
the Mid-East to Korea.

I was especially successful in establishing credibility with multinationals due to proven
project benefits gained within a succession of disparate cultural environments.

INDEPENDENT CONSULTANT, LOS ANGELES, CA
1981 - 1984

Established a long-term contract with a multi billion dollar Thrift to rationalize all Credit
Card operations; coordinate and control a significant premises move; investigate,
document and short list third party Credit Card processors; assist in decision on third
party selection; plan and control card system and operations conversion; develop
necessary modified procedures.

Consulted successfully in a number of businesses regarding customer service
operations, volume telephone communications and process rationalizations.

T and E CHARGE CARD, LOS ANGELES, CA
1978 - 1981        Director, Customer Services / Director, Credit/Collections

As Director of Customer Services, upgraded a nationwide central service operation
by introducing current telephone ACD technology. Established efficient processes,
procedures, scripts and service standards for 150-member service team.

While Director of Credit/Collections administered refinement of automated scoring
systems, regression analyses, authorization algorithms, and attendant procedural
changes.   Coordinated the development of system specifications, implementation and
daily management of a fully automated collection system in a National Collection Centre
of 220 employees.   Developed automated aggressive Third Party Agency tracking and
performance analysis mechanisms.

BANK HOLDING COMPANY, HOUSTON, TX
1976 - 1978        Vice President, VISA Operations

Administered policy, procedures and daily operation of account acquisition programs,
credit processing and control, collections, authorizations, customer services and
accounting for 700,000 card base business.   Directed staff of 120 through six
managers.   Developed strategy for and successfully accomplished trade style
change to VISA.   Increased business profitability by 30% through promotional
campaigns, operational cost reduction programs, anti-attrition and credit loss control
efforts.   Managed decision on, and administered conversion to, third party billing
system. Developed online, real-time credit scoring program with two regional credit
bureaus.

MAJOR RETAILER, ATLANTA, GA
1975 - 1976        Accounts Receivable Manager

Managed all collection and service functions for $500 million sales, 26 sales locations,
receivable of six card delivered credit products.   Centralized service staff of 80
focused on telephone and face to face service.   All stages of collection activity
administered through 30 internal collectors, various agencies and attorneys.

CREDIT CARD PROCESSING / TELECOM COMPANY,ATLANTA, GA
1970 - 1975        Multiple Assignments:

Oil Charge Card - New accounts, late delinquency, special billing,
fraud manager (125 employees)
Oil Charge Card - Credit Manager for collections and customer service
Airline clients - Manager of all operational aspects of two airline credit card
programs.

TWO OIL CHARGE CARDS, CHICAGO, IL & ATLANTA, GA
1966 - 1970 Oil Charge Cards

Late Collection/Agency Manager
Credit/Customer Service Manager
Managed relocation from Chicago to Atlanta and new staff training.
Credit Manager
Collector

1966 B.A., John Carroll University, Cleveland, Ohio
1966 Toward MBA, University of Arizona, Tucson, Arizona