With more than 20 years’ experience in remittance processing, Bill knows the industry like B.B. King knows the blues. President of Merkle Response since 2002, Bill previously held senior management positions at five manufacturing locations with The Reynolds and Reynolds Company. His extensive operations experience includes initiatives in both Canada and the United States to drive operational excellence and customer satisfaction. All of his operational facilities have received awards and recognition for world class results and operational innovations. He holds a Bachelor's degree from Fairmont State University.

Steve started his career with a non-profit organization that promoted coffee consumption. You’re welcome, Starbucks. Fortunately for us, Steve put the java jive behind him and turned his talents to Merkle Response. As senior director for business development, Steve is responsible for the overall growth of the company. He brings 30 years of experience in developing, implementing, and managing sales and marketing programs—including consumer and business-to-business initiatives. Prior to coming to Merkle (but after the coffee gig) Steve worked at the AB&C Group, where he served in several senior business development and management positions. Steve is a graduate of Stanford University with a B.A. in Economics.

As Director of Human Resources, Kim is literally our “people person,” responsible for finding the best talent in the industry and cultivating a delightfully Merkle-ish working environment. She concentrates on our overall human resources strategy, as well as day-to-day effectiveness of staff recruitment, retention, benefits and employee relations. Kim brings more than 10 years of response processing industry experience to Merkle Response, including her previous position in the AB&C Group. Kim earned a BS degree from Lebanon Valley College of Pennsylvania. She also received her PHR (Professional in Human Resources) certification from the Society of Human Resources Management (SHRM).

Astonishing clients with impeccable service: that’s what Kent accomplishes every day as our Director of Support Services. Responsible for the overall management and effectiveness of all support functions, Kent oversees the Client Services Department, Client Implementation, Quality, and Programming. Kent is a seasoned professional with extensive experience in customer satisfaction and retention. Earlier in his career, Kent served as an executive with the Hyatt Hotel Corporation, where he focused on the general management of major hotels in major metropolitan areas. In 2002, he became Director of Operations, a position that saw him selling and managing nationwide professional service contracts for major hotels, resorts, and casinos across the country as well as the Caribbean. Kent earned a BA from Henderson State University, in Arkadelphia, Arkansas.

Exercise gurus always tell you to focus on your core. Well, Scott Ryan keeps our core (services) in shape. Scott oversees and manages all of Merkle Response’s core product groups, including Non-profit Mail Processing, Government Mail Processing, Imaging, and Data Entry. After beginning his career in the banking field, Scott soon moved into response processing. He has more than 16 years of general management experience in the caging and lockbox industry, having worked for companies such as Direct Mail Processors and Electronic Banking System. Scott earned a BS degree from Frostburg State University, in Frostburg, Maryland.

Terri oversees the services that make Merkle Response a uniquely full-service company. As Director of Value-Added Services, Terri is in charge of our Call Center, Fulfillment, and Exception Services departments. She also focuses on emerging services and maintaining operational excellence. A 12-year veteran of Merkle Response, Terri was responsible for Merkle’s certification to ISO 9001:2000, as well as our expansion into government processing. Her career also includes experience in the banking industry. Terri attended Shepherd University, in Shepherdstown, West Virginia.

Jim is our resident IT wizard, wielding his powers over all our technology operations. As Director of Information Technology, he oversees security, connectivity, software and hardware applications. We rely on Jim to ensure that our technology supports the growth and emerging services of Merkle Response. Jim has been with Merkle for 14 years and has held many production management positions.

Mustafa is our resident “Dr. of Quality” at Merkle Response. He is always on call and ready to diagnose and cure any type of process issue that could affect the quality of services that we deliver to our clients. He has a passion for quality and is responsible for all aspects of our ISO 9001:2008 quality management system. He is also responsible for driving business process improvements that deliver operational excellence. His previous work experience includes Ford Motor Company, JLG Industries and Volvo Powertrain. He is experienced in a variety of process improvement techniques including Lean Six Sigma, Kaizen, and 5S. He is a Certified Six Sigma Black Belt and a Certified ISO 9001:2008 Internal Auditor. He has a PhD in Industrial Engineering, MS in Manufacturing Engineering and a BS in Management Engineering.

Sid is our numbers guy and always looking at how we can do what we do even better to enhance service and reduce costs for us and our clients. He leads our finance and accounting group and is responsible for financial planning & analysis, budget development and management, cash flow management, and modeling and analyzing process improvement initiatives. He is recognized as an expert problem solver who can rapidly analyze cross-functional business processes and identify changes that will improve them. Sid began his career in 2005 with Walter P. Moore in Dallas, where he worked as a Traffic Operations & Transportation Consultant from 2005 to 2008 before earning an MBA from the Darden Graduate School of Business. Sid also holds an MS in Transportation Engineering from the University of Texas, Austin and a BS in Civil Engineering from the Indian Institute of Technology, Roorkee (India).