Business Intelligence Vice President

CORETTA J. WALLACE, CIE

Lawrenceville, GA ● 734-***-**** ● ***********@*****.*** ● Coretta's LinkedIn Executive Vice President / Chief Operating Officer / Chief Experience Officer Operational Leadership • Organizational Growth • Change Management • Strategic Planning & Analysis

● Visionary Operational Executive with 15 years of experience leading organizational change, 5-year strategic plans, and operational excellence across not-for-profit organizations committed to serving communities' financial needs.

● Servant Leader, developing, coaching, and mentoring high-performing teams of up to 120 to deliver long-term growth, leadership effectiveness, and KPI-driven results while implementing change-driven, one-team organizational cultures.

● Successfully mitigated commercial lending risks through credit risk models, due diligence, and streamlined processes.

● Achieved $200K+ in annual cost savings and a record-breaking loan revenue generation of $261M+ at Zeal.

● Elevated EQ Intentional Communicator and Champion Problem Solver with a Multi-Priority Executor Mindset; committed to advancing organizational values and mission through strategic partnerships, stakeholder engagements, and DEI initiatives. AREAS OF EXPERTISE

Business Strategy Planning & Visioning Policies & Procedural Development Executive Management Community Engagement Risk Assessment & Mitigation Team Building & Leadership Coaching & Mentoring Operational & Financial Management Strategic Partnerships Board-Level Engagements Project/Program Management Leadership Development Career Highlights

● Led the development and launch of a Member Experience Strategy, including a five-year roadmap with a three-year detailed implementation plan, leading to over 30 process improvements and reducing account and loan opening times by 50%.

● Introduced Net Promoter Score (NPS) as a key performance indicator, achieving a 15-point increase in the first year, surpassing competitors, and meeting loan generation, Return-on-Assets (ROA), and Loan-to-Share (LTS) targets.

● Spearheaded complex Merger-of-Equals (MOE) and post-COVID return-to-office transition, achieving full employee culture integration and fostering transparent communication, resulting in minimal turnover and enhanced employee engagement.

● Developed innovative loan products targeting underserved markets, securing over $7M in grants and exceeding launch application targets by 20% through strategic partnerships with key vendors and affiliate organizations.

● Restructured the mortgage department during a staffing shortage, optimizing efficiency despite a reduced team size from 15 to 5, leading to a $15M increase in loan volume and cutting application-to-closing timeframe from 6 weeks to 2-3 weeks. Professional Experience

October 2020 – May 2024 ● Zeal Credit Union, Livonia, MI CHIEF EXPERIENCE OFFICER

● Developed performance strategies across digital and physical channels focusing on retail, contact center, lending, marketing, business development, etc., driving 52%+ YOY increase in loan volume and surpassing peer growth rates by 20%

● Achieved record-breaking loan revenue generation of $261M+ at Zeal, setting highest performance in company history.

● Reduced expenses by over $200K annually through strategic contract negotiations and secured $150K+ in earned dividends from third-party business partners based on mortgage volume utilization.

● Secured $5M in capital utilization and NCUA approval to design credit and savings programs for the underserved, including a proposal for ECIP fund utilization, which contributed to a significant increase in loan applications.

● Led project of opening a new retail location valued at over $5M, engaging key stakeholders, including the Chief Technology Officer to streamline project workflows that slashed construction timeline by up to five days and saved over $10,000 in costs per line item.

● Strategized a comprehensive sales and service program, including training, tools, coaching, and goal setting, resulting in an 85% increase in sales productivity and 90% improvement in customer satisfaction over four years.

● Served as a key internal business partner and board liaison, reporting on financial, operational, and strategic performance, while setting a shared organizational plan and vision and fostering an inclusive, one-team culture.

● Oversaw 20+ product portfolio, identifying and capitalizing on new growth opportunities, while evaluating risk models to optimize pricing strategies and ensure maximum return on investment (ROI). December 2019 – October 2020 ● Excel Federal Credit Union, Peachtree Corners, GA EXECUTIVE VICE PRESIDENT

● Led diverse business operations across retail, lending, risk management, IT, marketing, communications, and business development for Credit Union and its majority-owned CUSOs: CUFS Mortgage Lending and CUBS Commercial Lending.

● Formulated a five-year strategic plan and annual individual business unit plans, aligning organizational growth, revenue targets, and risk management strategies across all departments, which led to 20% increase in year-over-year revenue growth.

● Built a high-performing, collaborative leadership team of ten, breaking down organizational silos and transitioning from traditional methods to strategic, results-driven approaches, resulting in 75% improvement in operational efficiency in year one.

● Cultivated authentic, professional relationships at all levels, ensuring that employees felt heard, valued, and united under a shared purpose of serving our members, while maintaining 95% employee retention levels.

● Led talent management and workforce planning for over 50 employees, including mentoring, coaching, accountability, and performance assessments to enhance employee development and maintain readiness for next-level opportunities.

● Developed a diversified lending portfolio of over $100M, effectively managing credit concentration and risk, which resulted in surpassing loan growth targets by 20% and improvement in delinquent loan recovery exceeding targets by 15%.

● Established a robust network of internal and external resources, capitalizing on new growth opportunities and strategic partnerships across multiple sectors to drive market expansion and organizational growth. October 2014 – April 2018 ● Alliance Catholic Credit Union, Southfield, MI VICE PRESIDENT OF TALENT MANAGEMENT & HR

● Synthesized organizational culture with brand development, enhancing team performance by 20% through strategic management of HR, training, compensation, and performance assessment structures.

● Designed and delivered a curriculum to enhance leadership capabilities, fostering growth and strengthening management-level skills across the organization that contributed to improved leadership effectiveness.

● Led seamless transition from a change-tolerant to change-driven organizational culture through positive dynamics and workforce engagement, achieving results in 3 years instead of the originally set 5-year timeline.

● Performed staffing model and position analyses to identify talent gaps and implement effective acquisition strategies, while proposing and managing budget allocations for the talent management area.

● Developed and executed special projects as well as organizational projects (~25 annually) as per organizational needs.

● Served as a key resource for people-related issues, including conflict management, benefits, compensation inquiries, HR procedures, and policy-related questions, improving team cohesion and reducing staff turnover by 10%. February 2014 – October 2014 ● Lake Trust Credit Union, Ann Arbor, MI BRANCH MANAGER II

● Cultivated a team culture focused on enhancing the financial lives of Credit Union members, driving membership growth, lending volume, and community involvement.

● Led a cross-functional team of 12 to achieve branch goals by providing guidance on operational processes and efficiency, while fostering optimal member service and mitigating credit lending risks.

● Coordinated audit processes to ensure compliance and dual controls, maintaining high operational integrity.

● Developed and implemented recognition programs to improve employee morale and continuously coached team members to meet individual and branch performance goals.

● Actively participated in the recruitment, training, and development of new branch team members, and represented the Credit Union in community networking opportunities. January 2010 – February 2013 ● Alliance Catholic Credit Union, Southfield, MI MARKETING, COMMUNICATIONS & BUSINESS DEVELOPMENT MANAGER

● Developed a multilevel team of seven within Marketing, Communications, and Business Development, fostering professional growth by recognizing achievements, driving improvements, and transforming challenges into development opportunities.

● Designed and implemented the annual marketing, community, and business development plans, aligning initiatives with business outcomes and organizational strategic objectives.

● Built and maintained relationships with key partners and peer institutions as well as overseeing internal and external communications to ensure content alignment with the brand and cultural development of the credit union.

● Coordinated digital and print promotional campaigns with agency and internal teams, managing concept development, copywriting, design, budget, data research, and execution, consistently meeting or exceeding scheduled deadlines.

● Successfully executed special projects as assigned by the Executive Vice President and President/CEO, providing bi-weekly, monthly, and quarterly status reports for executive and board review. Additional Experience

Manager of Lending & Marketing, Alliance Catholic Credit Union (fka FCFCU), Dearborn, MI Creative Director & Consultant, C. Marketing, Ann Arbor, MI Education

Bachelor of Science (BS), Integrated Leadership Studies, In Progress, Central Michigan University, Mount Pleasant, MI Certified Strategic Innovation Executive, Stanford Business School, Leland Stanford University, Palo Alto, CA, US Bachelor of Arts in Arts Management, Advertising/Marketing, Eastern Michigan University Ypsilanti, MI Professional Board Affiliations

Advisory Board Member, Bolder Spirit Publishing Division of Life Enrichment Ventures, LLC (2024 – Present) Advisory Board Member, TheoSym - AI Human Potential (2024 – Present) Advisory Board Member, Elevate Innovations - AI Learning (2024 – Present) Advisory Board Member, Tonic TV Network (2024 – Present) Advisory Board Member, Net-X - AI Platform Ecosystem (2024 – Present) Honors/Awards

Women We Admire, Recognized as one of the Top 50 Women Chief Experience Officers of 2024 Technical Skills

Financial Core: Jack Henry Episys Symitar, Fiserv DNA LOS: Velocity, Encompass OS: Windows & Mac OS

Security: DUO Mobile App for VPN access

Microsoft: Excel, Word, PowerPoint, Outlook, Teams, Project Payroll systems: ADP, Paylocity Project Management: Slack, OnBoard, Google, multiple cloud-based platforms Performance: DiSC Profile, SuccessFactors Creative: Adobe Creative Suite & Cloud: Acrobat Pro, Illustrator, InDesign & Photoshop Intranet: Passageways; SharePoint Social Media: Instagram, TikTok, Snapchat, Facebook, X, YouTube, LinkedIn, WordPress, Pinterest, Instagram Analytics & Communications: Google Analytics, Skype, FaceTime. Web: FireFox, Chrome, Safari, Internet Explorer and Flickr Telephony: Interaction Client (VoIP)

Financial: AppXtender, PSCU, FIS, Fiserv Cloud: iCloud, Dropbox, Box.com, GoogleDocs Apple: Pages, Numbers, Keynote, iPhoto, Garageband

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