Daleen R. Fitzgerald

**** **** ***** ********** ** 53005 262-***-****

acd6ie@r.postjobfree.com

Proven management and operations expertise developing streamlined processes, strategies and

measurements leveraging industry best practices while driving business value.

Career Highlights:

• Proven expertise and strong ability to improve processes, maximize productivity and introduce

system efficiencies to deliver business value

• Effective leadership with a focus on total organizational coordination to manage resources, provide

innovative concepts, ideas and supervise high performing teams

• Reputation as a problem solver, cross-functional team coordinator and consensus builder due to

strong relationship management skills

• Strong domain expertise in Banking, Data Processing, Electronic Bill Payment and Retail

Management

• Develop key performance indicators for continual improvement driving business value

• Negotiate with internal and external parties to achieve mutual objectives

• Excellent presentation, public speaking and project management skills

• Translate and integrate the use of EDI and ACH standard formats

• Create, design and implement training programs for large company efforts

• Develop, train and implement off-shore Retail Service Desk

• ITIL V3 certified

Professional Experience:

Kohl’s Service Delivery Manager, Corporate Service Desk & Operations 02/12 to 06/13

Department Create and implement the off shore Corporate Service Desk for the enterprise

Stores including Training, Knowledge Management and Operations teams. Reduce

operating expenses by 10% while maintaining customer satisfaction scores.

Transform on/off shore Service Desk training by creating diverse training mediums

reducing time from hire to floor by 50%. Development of knowledge library

enhancing end user self-service capabilities and higher first call resolution by 30%.

Establish best in retail service level agreements.

Kohl’s Manager, Service Management Office 09/07 to 02/12

Department Initiate and execute the design to launch of the enterprise wide ITIL program for the

Store Information Technology division. This requires strong matrix management,

marketing, negotiation, communication, project management and relationship

building skills to ensure successful implementations. Create baseline for incidents,

problems and changes and reduced service outages by 27% in the second year.

Northwestern Director of IS Service Management 01/07 to 07/07

Mutual Facilitate the design, development and implementation of the enterprise wide ITIL

program for the Information Technology department. Establish program

governance structure, marketing/communication and the training/education plan.

Metavante Manager of Business Strategy, ITIL 02/05 to 11/06

Corporation Design, develop and implement an enterprise wide ITIL program for IS. Establish

governance structure, marketing strategy and training plan. Create local interest

group in Wisconsin for inter company collaboration for 250 companies within a

200-mile radius of Milwaukee.

Daleen R. Fitzgerald

262-***-****

acd6ie@r.postjobfree.com

Metavante Manager of Business Strategy, Quality Assurance 10/03 to 02/05

Corporation Facilitate multiple teams across functional areas to identify, develop and execute a

plan to stabilize the production, readiness and testing environment for the

department requiring the negotiation of resources and implementation dates. Reduce

service outages by 13% by removing production access from non-essential

personnel.

Metavante Director, Bill Payment Operations 07/99 to 10/03

Corporation Direct Electronic Banking and Bill Payment Operations for the corporation.

Accountable for a 28.8 million dollar budget, which was the third largest operating

budget in the company, as well as 350 employees located in multiple states. Reduce

operating expenses by 30% in two consecutive years through standardization

efforts. Successfully executed two acquisitions integrating all back room operating

systems into the existing infrastructure with minimal customer impact. The

acquisition represents a 25% increase in additional revenue to the business unit.

Won the highest company award given to an employee, the President’s Ovation

Award.

eFunds Director, Installation Services 06/97 to 07/99

Improve and redesign the project management team performance of financial

institution and credit union league ATM projects accomplishing the elimination of

the implementation backlog. Re-engineer existing infrastructure and maintained the

existing employees while increasing volume by 37% in less than one year.

CheckFree Director, Payment & Systems Support 03/96 to 06/97

Corporation Expand the penetration of electronic interfaces and payment services nationwide to

merchants, processors and financial institutions by 25%. Prepare and present

nationwide presentations to cause awareness of the benefits of electronic commerce.

Built and foster the largest Corporate Data Processing Relationship facilitating

electronic bill payment services for over 5,000 institutions. Establish large self-

service training program for financial institutions and their customers for electronic

home bill payment in multiple mediums.

SmartPay Manager of Operations and Product Management 07/92 to 03/96

Inc. Accountable for a $2.5M budget, led the financial settlement, training,

documentation, customer service, vendor services, administration and operations.

Maintain an operational error rate of 1% and increase electronic receivers by 19%.

Education:

• Currently pursuing degree completion through University of Northern Iowa

• 1986-1987 University of Northern Iowa Business Management

• 1985-1986 University of Iowa Business Management

Daleen R. Fitzgerald

262-***-****

acd6ie@r.postjobfree.com

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