Tony Vardiman
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Vice President of Global Payments and Operations
San Diego, California, United States
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Vice President of Global Payments and OperationsCloudbedsNov 2024 - Current (1 year 11 months)- Head of Global PaymentsCloudbedsApr 2024 - Nov 2024 (8 months)Cloudbeds is a global SaaS platform founded in 2012 that creates modern, all-in-one hotel management software for more than 20,000 hoteliers and hosts worldwide in 150+ Countries and has grown to more than 800 employees.
Duties & Accomplishments:
● Drove global payments strategy with cross-functional teams, achieving 77% revenue growth YoY and 90 attachment.
● Led program that generated 35% of company revenue through strategic initiatives and global expansion.
● Optimized payment processes, resulting in a 12% increase in approval rates and a 15% increase in
customer satisfaction.
● Analyzed global payment trends, identifying key opportunities for market expansion.
● - Senior Director of OperationsCloudbedsAug 2023 - Apr 2024 (9 months)Duties & Accomplishments:
● Served as a key member of the Executive Leadership Team that made high-level business decisions.
● Specialized in creating and overseeing company-wide Strategic Initiatives across multiple departments at Cloudbeds.
● Fostered cross-departmental collaboration, leading to a 15% improvement in project completion times.
● Conducted in-depth data analysis to identify bottlenecks, leading to optimizations that saved 10% in operational costs.
● Partnered with cross-functional teams to streamline vendor management, enhancing operational efficiency and compliance.
● Played a pivotal role in executive decision-making, implementing strategies that fostere - Director Of OperationsCloudbedsJun 2018 - Aug 2023 (5 years 3 months)Duties & Accomplishments:
● Led cross-departmental initiatives for GDPR compliance, vendor management, and critical incident management.
● Implemented strategies reducing incident response time by 30%, minimizing operational disruptions.
● Developed vendor management protocols, enhancing vendor performance and cutting costs by 15%.
● Analyzed processes to optimize GDPR compliance, ensuring regulatory adherence and data security.
● Aligned departmental objectives with organizational goals, fostering continuous improvement and accountability. - Director of Customer SupportCloudbedsSep 2014 - Jun 2018 (3 years 10 months)Duties & Accomplishments:
● Collaborated with VP to expand support team from 10 to 200 members, enhancing service efficiency.
● Led team growth initiatives, boosting support capabilities and improving customer satisfaction from 80% to 94%.
● Implemented strategic hiring plans, scaling support operations to meet growing demand.
● Optimized team structure, resulting in improved response times and service quality.
● Directed team expansion, significantly increasing support capacity and operational effectiveness.
● Led cross-functional initiatives to improve customer satisfaction, leading to a 15% increase in NPS.
● Partnered with product teams to develop support st - Senior Manager, Technical SupportWebsenseAug 2012 - May 2014 (1 year 10 months)Websense, Inc. (previously NASDAQ: WBSN), was a global leader in integrated Web, data and email security solutions, provides Essential Information Protection™ for more than 44 million employees at organizations worldwide. Distributed through its global network of channel partners, Websense software and hosted security solutions helped organizations block malicious code, prevented the loss of confidential information and enforced Internet use and security policies. Websense was acquired by Forecepoint Raytheon in May 2015.
Duties & Accomplishments:
● Managed technical support escalations and relationships for the Western region, including performing client-saving onsite visits, partnering with Sales and Partners to id - Technical Support SupervisorTritech Software SystemsApr 2010 - Aug 2012 (2 years 5 months)TriTech Software Systems is a Public Safety Dispatch Software Company with hundreds of installations worldwide and more than 300 employees.
Duties & Accomplishments:
● Responsible for overseeing the day-to-day operations of the Technical Services Team.
● Partnership with internal teams on cross-departmental processes and procedures, ACD Management, coordination of schedule and resources for phone coverage, incident de-escalations, productivity metrics and reporting.
● Direct supervision for the Technical Services Representatives, such as coaching, performance reviews, salary assessment, scheduling, and other duties directly related to personnel management.
● Successfully transitione - Technical Support SupervisorZale CorporationAug 2007 - Apr 2010 (2 years 9 months)Zales (previously NYSE: ZLC) is a nationwide jewelry retailer with over 2,000 stores and 10,000 employees throughout the U.S., Canada, and Puerto Rico. Zale was acquired by Signet Jewelers in May 2014.
Duties & Accomplishments:
● Oversight for day-to-day operations for IT Help Desk in a Shared Services Contact Center environment.
● Led and manage department with strong focus on strategic planning and execution of day-to-day operations to support 2,000 locations with a total user base of 25,000 employees in the U.S. Canada and Puerto Rico.
●Managed day-to-day operations for the level I and II support staff including reporting, vendor management, quality assurance, risk management, process im - QVolunteerQuest Teen LeadershipJan 2006 - Apr 2007 (1 year 4 months)Quest was a unique program that offers teens an opportunity for personal growth and self discovery. It is offered in a format that is engaging and fun for the teen.
At the end of the training the majority of the participants make comments such as:
● "This was the best weekend of my life"
● "Every teen should have this experience"
● "I've gained a new awareness of the world and how I see myself"
● "I don't want to leave…when is the next one…can I come back and staff?"
As a volunteer, I had the opportunity to serve and assist in the education and transformation of hundreds of young adults so that they could lead happier and more fulfilling lives. - Call Center SupervisorHoughton Mifflin HarcourtApr 2001 - Aug 2007 (6 years 5 months)Houghton Mifflin Harcourt is an American publisher of textbooks, instructional technology materials, assessments, and reference works with more than 6,000 employees worldwide.
Duties & Accomplishments:
● Promoted to manage a staff of up to 23 Software Support Analysts in a call center environment. Ensured technical support, customer support for internal /external customers, and Project Management, as needed.
● Created a new workforce management system with a cost savings of $40,000 annually with recommended financial models for staff levels and predicted spike times that was reviewed by the management staff daily, weekly, monthly and annually.
● Maintained, updated, and executed the SLA for
Education
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- Bachelor of Science, Network and Communications Management, Business AdministrationDevry UniversityJan 2001 - Jan 2003 (2 years 1 month)
Projects (professional or personal)
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- GGlobal On-Call Schedule ImplementationMar 2013 - Sep 2013 (7 months)Skills: Business Process Improvement
- SSurvey Tracking & AnalysisJun 2010 - Jan 2012 (1 year 8 months)Skills: Business Process Improvement
- WWorkforce Management ArchitectSep 2005 - Mar 2006 (7 months)Skills: Business Process Improvement