DIANE IVY COLEASSISTANT VICE PRESIDENT, AVP

13911 Brunswick Place Drive Houston, TX 77047 832-677-0097 ladydicole@yahoo.com

MANAGEMENT PROFILE CAPACITY PLANNING/BUSINESS SUPPORT OPERATIONS/PROJECT MANAGEMENT

CORPORATE PAYROLL/POLICY & PROCEDURES ADMINISTRATION/ACCESS ADMINISTRATION

Results-focused manager with intensive experience in capacity planning, systems support, operations management and payroll administration in Fortune 500 environments. Proactive professional with demonstrated success translating corporate business strategies into organization-wide call center initiatives. Integral member of management team with a proven track record in strategic planning, policy development, and program implementation. Accomplished manager adept at applying diverse expertise to broad business objectives. Strong leader able to manage, motivate, and develop staff. Core Competencies include:

Corporate Payroll/LOA Quality Management Policy Development Operations Administration Customer Experience

Technological Compliance Process Improvement Incident Management Research & Analysis Nice Administration

Strategic Business Planning Performance Management Training Development Capacity Planning System Support Management

PROFESSIONAL EXPERIENCE

JPMORGAN CHASE BANK, HOUSTON, TX November 2015 Present Technology Incident Management Manager (November 2015present)Responsible for facilitation, governing, and assisting in all incidents P1 calls for the Consumer & Community Banking (CCB) organizations. Ensures appropriate resolvers and business resources are engaged taking direction from the application resolvers. Drives all mitigation activities with complete start to end resolution details. Provides technology operations support for applications across all lines of business, which includes mainframes, distributed platforms, vendors, and network topologies. These applications are critical to ensuring an outstanding customer experience. Extensive customer service and client interaction skills to conduct root cause analysis, documenting findings, and designing plans to rectify productions issues. Must think and act independently to resolve production issues to achieve goals in a high performance environment. Key Achievements:

Provide 24 x 7 production support coverage, participate on Incident management bridge calls with the priority support teams, on-call support, applications teams, and line of business management.

Assist other production support staff and applications in driving to resolution of production issues Assist in driving root cause for enterprise systems Provide details notes of highly visible production issues (P1 level tickets) on a timely basis to the

on-call production support staff. Provide production support for any quarterly releases, conversions, or projects Send executive communications for priority one/severity one (P1/S1) issues to ensure timely and

accurate during the P1 issue lifecycle with relevant information for business decisions

Workload Coordinator (April 2016 – present)Responsible for providing first level triage of new incidents and perform correlation of events. Provide high level Air Traffic Control of the production environment and serves as point of contact between different Production Assurance Centers.

CABELA CLUB, LINCOLN, NEBRASKA MARCH 2015 – NOVEMBER 2015 QUALITY MANAGEMENT MANAGER, VICE PRESIDENT Lead and manage the independent quality assurance, oversight and governance of CLUB operations enterprise-wide to drive legendary customer experience, operational controls and effectiveness and serve as a first line of defense to drive compliance for all inbound and outbound calls. Drive implementation of new technologies and integration with enterprise-wide quality management activities and leverage strategic partnerships to influence business practices.Key Achievements:

Managed quality assurance controls and compliance for over 2500 users Build and lead a quality management strategy for all CLUB operations and processes enterprise

wide (i.e. contact centers, catalog, digital, retail). Determine benchmarks, prioritize focus and design monitoring and review processes

Lead acquisition and development of key technologies and systems and ensure fluid integration into all business operations. Maintain a high level of business, industry and compliance acumen and ensure scalability.

Determine and lead execution of all quality management activities for CLUB operations executed by third party vendors.

Design reporting and dashboards to track testing results, performance, gaps and successes. Lead effective and efficient interpretation of data within the team and other business units to drive effective decision-making.

Drive integration with enterprise wide quality management activities in all Cabela’s channels. Partner with CLUB stakeholders to drive creation of compliance testing design, organizational effectiveness and control activities and other strategies related to the delivery of quality services

JPMORGAN CHASE BANK, HOUSTON, TX 1998 2015 System Support Manager I (2008Present)Responsible for the overall operation of the Chase Auto Finance systems and applications to effectively service the customers. Specializing with monitoring compliance of policy and procedures for access administration for all applications and platforms for the Chase Auto Finance and Chase Student Loans call centers. Serve and manage the Systems administration and provide support for all on-boarding and off-boarding users. Provide day to day troubleshooting system support for all sites. Act as the primary liaison with internal and external groups for system access and system issues. Monitoring and maintaining user access, reporting structure, and file associations for over 6000 remote agents across 14 sites, 45 remote sites, and 2 operation centers Manila and Cebu offshore. Development and maintenance of complex business rules to execute custom monitoring activities and integration with several major call center applications. Project management for applications deployments, system upgrades and deployments. System support to perform administration responsibilities including adding, removing, and changing users, maintaining a user list; provide onsite day to day support including monthly deployments support. Key Achievements:

Managed all system access controls and data relationships for over 6000 users Executes all hierarchy changes and table updates based on Business, IT, and HR notifications Compliance management for all system recertification and disclosure notification processes Developed and maintained business rules for call recording triggers on assigned servers for each business unit Leveraged advanced data relationship and interfaced when possible to improve utility

Improved QA penetration rates by supporting request for custom rules Tier 1 support for all Custom sites and Customer Service sites, triaged all incoming systems issues and

determined resolution or escalation needs Liaison for all escalated issues, projects, and vendor assigned support ad SLA performance tracking SME support and business requirements oversight for potential projects and initiatives including all

deployments Reviewed and supported leveraging all new systems platforms to deploy new training materials for agents and

supervisors Training and Development for ad-hoc rules development and call/workflow needs Project management - provide supplemental training and SME support for all business users during and after

system rollouts and upgrades

Sr. Financial Proof and Control Administrator (20072008)Provide a high level of financial control and accounting support across multiple lines of business utilizing commercial loan systems supported by Commercial Loan Services. Responsible for competent and effective leadership through a multitude of ongoing projects. Analyze research, resolve and correct differences regarding principal, interest and/or fees between the loan systems. Participate in general ledger and loan accounting systems projects, including conversions, to ensure controls are in place and monies are properly applied to the correct G/L accounts (principal, interest, and fees). Identify outages, provide direction to loan processing staff, loan administration, publish weekly/monthly reports to ensure Proof and Control is operating within Corporate Guidelines. Review current and aged exceptions for assigned relationships to ensure quality standards are being met. Represent department in various risk control meetings. Review and revise existing procedures, establish new procedures as environment changes. Act as a SME to assist staff with resolution of problematic cash or asset exceptions. Lead root cause analysis efforts by identifying and proposing solutions to recurring reconciliation issues. Interact assertively with our service partners to ensure timely resolution of reconciling items. Participate in key strategic projects and provide support/backup to department management. Key Achievements:

Developed comprehensive corporate policies and procedures manuals to ensure consistent compliance with state and federal regulation laws

Devised proactive strategies and provided counsel to avert and minimize cost efficiencies Improved Inquiry management Created a system metrics to assist with all systems needed for new hire/transfer employees as well

as remove all systems no longer needed to reduce cost for applications Provided process review and redesign support for a system automation Demonstrated excellent analytical and logical thinking to understand and share best practices with

cross functional groups

Senior Operations Supervisor (2003–2007)Operational Support Resource Planning Liaison (20002003)Managed payroll, national call-in line and leave of absence for 2,000+ nationwide JPMorgan Chase and Bank One employees. Provided, coordinate, and direct the daily operation of a unit of 10+ non-exempt employees that support administrative processing. Track the unit’s performance and monitor daily business deliverables. Create documentation of new policies and procedures for Unit managers and bankers. Payroll processing, track attendance, grant entitlements, and maintain accurate time-off records. Manage a live national call-in line for 6 call centers.Key Achievements:

Created ties all levels of management to ensure consistency in the Telephone Banking marketplace and payroll related strategies

Implement and developed a National Telephone Banking Attendance Line and Family Medical Leave Act/Leave of Absence nationally across all sites

Project leader for creating and implementing Volunteer Time-off which contributed to saving the organization over $100K since 2002

COLE’S LIQUOR STORE, Houston, TX, 19961999 - Owner

WELLS FARGO BANK, HOUSTON, TX, 1996 Subpoena Processor

CITY OF HOUSTON POLICE DEPARTMENT, Houston, Texas, 1994-1996 Police Communicator Operator

EDUCATIONBSBM University of Phoenix Houston, TX, 2008

High School Diploma – Jesse H. Jones High School, Houston, TX, 1985

PROFESSIONAL ASSOCIATIONS/HONORSCertified Medical Assistant 1989 National Education Center 1989

JPMorgan Chase All Star 1st quarter 2001JPMorgan Chase Superstar for 2001

Spring Branch ISD Texas Scholars Presenters 2005Spring Branch ISD Gear up Mentor 2004-2006

Domestic Commercial Loan PEP Squad 2007-2008Informal Mentoring Program 2007-2008

Big Brothers/Big Sisters Mentoring Program 2008ITIL Foundation Certification – 2016

TECHNICAL PROFICIENCYMicrosoft Office, Dashboard applications, PeopleSoft, Time and Attendance, SAP, knowledge of call

center technology and desktop platforms – Call recording Platforms, Aspect e-workforce management, Commercial Loan systems, General Ledger and DDA accounting systems, Live Link and Share Point.