Manager, Management
Resume:
Daleen R. Fitzgerald
**** **** ***** ********** ** 53005 262-***-****
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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
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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
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