SVP, Banking and Financial Services Practice Head @ WNS (Holdings) Limited (NYSE: WNS) is a leading global Business Process Management (BPM) company. WNS offers business value to 200+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Healthcare, Insurance, Manufacturing, Media and Entertainment, Consulting and Professional Services, Retail & Consumer Packaged Goods, Telecom and Diversified Businesses, Shipping and Logistics, Travel and Leisure and Utilities. WNS delivers an entire spectrum of business process management services such as customer care, finance and accounting, human resource solutions, research and analytics, technology solutions, and industry-specific back-office and front-office processes. WNS has over 27,020 professionals across 34 delivery centers world-wide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US. From January 2014 to Present (1 year 11 months) Senior Vice President (SVP) Customer Sales and Service/Chief Student Officer/ @ Sales and Customer Service Executive for Academic Partnerships. Academic Partnerships is the largest representative of public universities' for online learning in the United States. Oversee the departments of outbound sales, inbound sales, customer service and retention, technology and back office support groups. •Enhanced current technology through establishment of an outbound dialer, inbound call routing, desktop and CRM enhancements. •Created a sales environment which improved productivity by 30% through establishing metrics/goals (daily, monthly, hourly) and developed practices to celebrate successes. •Partnered with marketing to create reporting and communication processes to focus on sales success rates by lead channel From February 2013 to August 2013 (7 months) Dallas, TexasSenior Vice President (SVP), Customer Service and Sales @ Customer Service Executive for the Home Loans division of Bank of America. Bank of America is the nation’s largest mortgage servicer with a portfolio. Oversaw the departments of customer service, outsourced vendors, inside sales, correspondence, executive escalations, statements, insurance claims, call center training, quality, call forecasting/resource management, and back office research functions such as tax, escrow, divisional audit and payment research. Organization consisted of over 5,000 associates in multiple domestic and international locations. Processed up to 5MM monthly customer contacts of which 75% where handled through automation. Had full P&L responsibilities for both an expense and revenue budget of $350MM. •Established an environment focused on customer satisfaction. •Reached 95% first call resolution. •Reduced customer repeat calls by 20%. •Improved customer satisfaction survey top two box scores by 20%. •Created a sales environment which made customer service a profit center for the first time in company's history through upselling bank products. •Obtained a sales offer rate of over 95% for agents. •Doubled sales funding rate by creating dedicated sales teams by product offering and used skill based routing to match customer need. •Achieved a 75% automation self service rate for customer contacts using web and IVR. •Played a key role in the integration of the Countrywide portfolio. •Offshored correspondence, email, faxes saving 60% FTE expense. •Opened a total of six call center sites as well as closed two in reaction to market demands. •Achieved a call center employee turnover rate of 20% annually. From 2002 to 2012 (10 years) Plano, TexasSenior Vice President (SVP), Customer Service and Sales @ Senior Vice President of Sales and Service for Providian Financial Corporation, the country’s fifth largest credit card issuer. Oversaw the departments of customer service, product retention, customer experience, and outbound/inbound sales. •Improved upselling of membership product sales within the customer service by over 300% to consistently sell 100,000 units monthly (net profit: $10,000,000 monthly). •Improved outbound sales performance by 50% to consistently transfer $225,000,000 in monthly customer credit card balances. •Opened three call centers and closed four centers in reaction to market demands. •Created an environment focused on customer satisfaction and retention and achieved a 90% top two box customer satisfaction survey rating. From 1999 to 2002 (3 years) Vice President (VP), Customer Service and Sales Support @ Vice President, Customer Serivce and Rep Support for one of the largest residential long distance providers. In 1998, revenues totaled $2B through a distribution channel of 500,000 Independent representatives. Oversaw the departments of customer service, inside sales, telemarketing and product retention. Position worked closely with Marketing Departments in determining sales strategies, policies and procedures. From 1997 to 1999 (2 years) Vice President (VP), Customer Service and Collections @ Vice President, Customer Service for the country’s second largest paging company. Customer base included eight million units in service with annual revenues of $750,000,000. Led customer service, collections, credit extension, reseller, training, recruiting and quality. •Consolidated customer service and collection functions from sixty-eight branches to two centralized call centers. •Merged three acquired paging companies into one culture with standardized billing platforms, procedures and policies. From 1988 to 1996 (8 years)

Bachelor of Science, Finance @ Northern Illinois University - College of Business From 1979 to 1983 Matt Skoglund is skilled in: Call Center, Customer Service, Customer Satisfaction, Mortgage, Insurance, Loans, Workforce Management, Operations Management, Process Improvement, Forecasting, Team Building, BPO, Customer Relations, Performance Management, IVR, Coaching, Strategic Planning, Outsourcing, Customer Experience, Change Management, Sales Management, Budgeting, Compliance, Quality Assurance, Mortgage Lending, Banking, Call Centers, Budgets, Organizational..., Business Strategy, Leadership, Thought Leadership, Leadership Development, Business Process..., Credit, Vendor Management, Risk Management, Cross-functional Team..., Customer Retention, Management, Training, Recruiting, Executive Management, Sales Operations, Sales, Telecommunications, P&L Management, Financial Services, Finance, Start-ups