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High-Energy Leader with More than 25 Years in Banking, Credit Union and Card Processing Industries
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Contact Information:
Deborah L. Zona
Phone: 815-342-3289 Email: dz.debzona@gmail.com
Click here for resume in PDF format
Professional Profile:
High-energy leader with more than 25 years in Banking, Credit Union and/or Card Processing industries. Experienced in all areas of Operations, including management, new product launch, mergers, conversions and vendor management. Proven ability in reducing expenses, improving service levels, and creating strong relationships with outstanding communication and presentation skills. Able to identify opportunities to improve operational efficiency and minimize expenses. Utilize SMEʼs to leverage their experience and insights to implement a Lean approach to drive continual efficiency improvements by empowerment and instilling best practices. Open minded, high achieving individual with proven leadership and business insight to produce results. Excellent in employee relations, motivation, and management development proven by high retention rates. A high focus on member advocacy, while also providing superior customer service, both internal and external.
Areas of Expertise:
- Corporate Planning & Strategic Development
- Lean & Six Sigma Practitioner
- New Product Introduction & Expansion
- Contract Negotiation
- Multi-Unit P&L Analysis & Budgetary Direction
- Change Management
Experience:
Alliant Credit Union, Chicago, IL October 1999 - October 2010
7th Largest Credit Union with over $7b in assets, providing all areas of financial services to over 260,000 members for more than 75 years.
- Successfully promoted to positions of increased responsibility based on consistently exceeding goals and expectations.
Director Operations September 1995 - October 2010
Managed four direct reports, which covered all areas of responsibility within Operations including, Fraud, Debit, Credit & ATM Processing, ACH, Item & Payment processing, Account Services, IRA & HSA Services, Document & Workflow.
Notable Accomplishments:
- Implementation of multiple new products & services including development and launch of Courtesy Pay, Auto-Hold Decisioning and an HSA program.
- Core Platform Conversion 2005. Key team member for conversion of the Credit Unionʼs core operating system.
- Six Sigma Project to reduce plastic card losses - 2006. Product Champion on team resulting in loss reductions of more than 350% annually on credit and debit platforms combined.
- Credit Card Processor Conversion - 2007. Project Lead for successful conversion of 45,000 accounts and $86m in balances.
- Check Processing Conversion - 2008. Oversaw management of flawless vendor change for check orders.
- HSA Acquisition - 2008. Project Lead for successful acquisition of 17,000 new accounts and HSA shares for high-level SEG and $18m in new balances.
- Credit Union Acquisition - 2009. Core team member for successful acquisition of $100m credit union and 25,000 new accounts, including integration of all existing products, services & loans into the Credit Unionʼs existing core processor.
- Implementation of New Online Banking Platform-2006 & 2010. Core team member for flawless implementation of a new core online banking platform to ensure integration of all existing products, services & functionality.
Director - MCC, Credit Card Ops and Account Services Manager - Credit Card Operations and MCC October 2003 - November 2004
- Managed member service call center of 30 employees with 2 Supervisors, credit card operations and Account Services. Significant increase in service levels by over 200% within 5 months.
Supervisor - Credit Card Operations October 1999 - April 2001
Fidelity National Information Systems (Formerly Certegy) August 1996 - October 1999
One of the top ranked technology provider to Banks & Credit Unions
Credit Card - Credit Union Coordinator October 1998 - October 1999
- Served as liaison between Business Development Account Executives and Account Representatives.
- Available to all representatives to address escalated issues, past due deliverables , as well as ongoing training,development and performance management.
Credit Card - Major Account Representative February 1997 - October 1998
- Managed 20-25 accounts of the organizations largest credit unions and banks. Responsible for all parameter change control requests, promotions of financial institution card programs, increasing usage, activation, penetration and retention of accounts and cards.
- Assisted on project to convert all clients to a new credit card processing platform, approximately 250 per month until completed.
- Adhere to Association standards and guidelines in responsiveness to all client requests, including documentation and updating of all incoming calls, issues and errors.
- Comprised of a team of individuals that covered one another whenever necessary for the good of all clients.
- Quarterly Business Unit-Employee of the Month
Credit Card - Client Relations Analyst August 1996 - February 1997
- Managed 80-100 smaller credit unions and banks to assist in handling all areas of their credit card programs.
Florida Bank of Commerce December 1995 - August 1996
- Assistant Manager- Responsible for opening new accounts, teller balancing, credit card portfolio management, as well as customer service and issue resolution.
Fleet Bank-Northgate Branch December 1994 - September 1995
- Part-Time Teller- Transaction processing, ATM Custodian and supply ordering.
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