Don Singleton

• Take on projects related to process improvement and creation, workflow diagrams, problem solving and SOPs.
• Versed in building team culture, senior leadership, employee development, succession planning and training.
• Creation of dashboards, reports, analysis, forecasting and budgets.
• Integrator as defined by Entrepreneurial Operating System (EOS)

FinTech startup that provided real-time, bank-verified insight into a family’s financial status enabling private high schools to make informed decisions for tuition concessions. Recruited to build infrastructure, lead Product Development and launch new ‘Parent Financial Application’. Wore several hats for bootstrap startup to create a sophisticated financial application service from the ground up.

• At launch, assisted clients and created financial assessments for private school partners, developed SOPs, created training manual, and evolved product
• Client Support achieved 97% first response (2.8h avg response time) and 98% resolution (4h avg response time) to clients
• Designed workflows and created requirements for initial build and subsequent versions based on client feedback
• Led projects and analyzed data to identify opportunities for improvement
• Identified issues, analyzed information and provided solutions to problems
• Created plans and communicated deadlines to complete projects on time

High-tech bootstrapped startup that developed AI-based mobile app to optimize student financial services support. Hired to lead operations and direct HR, IT, and Product Development. Coordinated teams, based in US, Australia, and India in developing and launching new software application to help students complete the FAFSA, manage debt, and pursue loan forgiveness opportunities.

• Designed, built, and launched innovative platform, “Aidie,” utilizing voice, text, and AI chatbot technology from AWS' Lex Platform
• Performed product demos for key industry and government stakeholders
• Reduced annual IT costs by 69% after eliminating hardware and consolidating vendors
• Identified and deployed low-cost solution with Professional Employer Organization (PEO) to manage payroll, HR, and benefits administration in compliance with state and federal regulations
• Developed team communications and information for meetings

Brought on by founder to exploit competitive FAFSA marketplace and combine two largest FAFSA prep companies into single cohesive organization. Directed initial combined group of 20 professionals after integration and quickly scaled up operations and customer service delivery through two 100-seat call centers with new HR processes, KPIs, reporting, and forecasting tools. Created and maintained positive, client-facing culture with shared vision.

• Earned consistent 98% in client approval ratings based on survey results from over 300,000 customers over eight- year period
• Increased client survey completion rates from 40% to 73% vs industry standard of less than 25%
• Improved onboarding time of customized Net Price Calculators from average of 320 to 27 man-hours for colleges and universities
• Established dashboards from Excel and Business Intelligence platforms to manage workflow, enable business planning, cut costs, and provide high-level overview.
• Employee Development | Succession Planning: Assisted employees in establishing written goals. Built bench strength and employee development through creation of classroom and on the job training.

Retained after acquisition of eGrad’s student loan consolidation business and continued with Chase’s Collegiate Funding Services (CFS) subsidiary. Supervised 30 staff in driving new revenue growth through two call centers. Trained, oriented, and transitioned CFS employees to process calls on behalf of eGrad.

• Profitably generated $500M in student loan consolidation and met budget targets during tenure
• Finalized smooth merger of eGrad’s CRM capacity and database with CFS’ system in 18 months through close collaboration with Chase IT department
• Presented deep analysis of affiliate-based partnership value to C-level executives and department heads to achieve up to 60% response rate from direct mail
  

Specifically recruited to institute new infrastructure and launch new federal loan consolidation venture in 60 days. Hired, trained, and motivated team of 35 loan counselors from scratch with $5M budget to create and pursue strong revenue pipeline. Designed and implemented in house CRM platform to track all channel metrics.

• Succeeded in consolidating $1.2B in loans during tenure and positioning company for profitable sale to JP Morgan Chase.
• Achieved record of 98% Master Promissory Notes completed with “wet” signatures from customers vs. 60% average among competing business units.
• Developed and established full array of processes and procedures to provide critical deliverables and negotiate cost-reductive deals.