1. DAVID G. NUTTY
14524 Webster Circle H: 402.496.3119
Omaha, NE 68154 daveritan@cox.net C: 402.619.0537
EXECUTIVE SUMMARY
Performance driven customer service and operations executive with over 35 years of experience in
the banking and financial industries. Proven track record leading teams in improving processes
resulting in significant bottom line results. Proven strengths include managing large teams of
people, project management, managing extensive budgets and communication skills.
AREAS OF EXPERTISE
CUSTOMER SERVICE OPERATIONS CREDIT CARD MANAGEMENT
Contact Center Management Process Improvement Project Management
Remote Operations Budget Planning Policy Dev/Implementation
Call Forecasting Vendor Management Staff Planning & Management
Training & Development Acquisitions & Divestitures P&L Responsibilities
Interactive Voice Response (IVR) Contract Negotiation Team Building
Management
PROFESSIONAL EMPLOYMENT
SELECT STAFFING, Walnut Creek, CA 10/05/2015–12/28/2015
Contract Consultant for Bank of the West
Ninety day consulting engagement to identify process and operational efficiency improvements in
the Consumer Product Services Department in the Contact Center.
 Identified $210,000 in annual cost savings recommending workflow and/or process
changes.
 Identified procedural and policy improvements.
 Assisted in the initiation of Bank of the West’s business processing outsourcing project.
FIRST NATIONAL BANK, Omaha, NE 1984-2014
The largest privately held bank in the USA, a Regional commercial bank with locations in 5 states
and a National credit card issuer.
Vice President/Senior Vice President, Operations, 01/01/2007–12/31/2014
Managed diverse operational functions with budgets in excess of $40MM and over 450 employees
including 12 direct reports in 5 remote sites. Responsibilities included:
 Call Centers for the Credit Card division
 Dispute and Chargeback processes for credit and debit cards
 Print and Mail Operations
 Card Production, Inserting and Mailing
 Transaction Processing and Settlement
 Association Operations Management
 Record Management
 Employee Development
 Technology Operations

2. DAVID G. NUTTY, PAGE 2
Significant Accomplishments included:
 Resolved risk of 90 day shutdown of (credit card) Embossing Department in 2014. Created
and led a 7-member team that included leaders from Contingency, Operations, Facilities and
Technology departments.
o Recommended redesigning connectivity and creating a redundant printing and
inserting facility.
o Achieved total redundancy in the event of a disaster.
 Improved productivity in Resolution Services Department by 57%.
o Partnered with outside provider, Data Support Systems, to oversee design and build
a state of the art case management system.
 Reduced annual printing costs by more than $1MM by outsourcing printing, inserting and
mailing functions. Historically, the preference was to avoid outsourcing.
o Convinced Executive Management that cost of upgrade, in excess of $7MM, was too
expensive and that outsourcing would be cost effective over a total internal upgrade.
o Created a Request for Proposal and led execution of due diligence process to
evaluate and select a vendor.
o Negotiated with vendor to hire existing First National employees, which saved jobs
and eliminated severance costs.
 Saved the bank almost $10MM per year during recession by closing At lanta, GA location and
moving all work processes to Omaha.
o Created and formalized all messaging and communication to the organization.
o Transferred all work without any service interruptions.
o Completed operational consolidation ahead of expectations.
 Voted President by my peers to lead planning committee for “25 Year Club”, an annual
event to recognize employees with 25 or more years of service.
Vice President/Director of Operations, First Bankcard Center, 11/16/1998–01/01/2007
Managed all Operations for the Bankcard Division of First National Bank of Omaha with budgets in
excess of $20MM and over 300 employees including 7 direct reports in 4 remote sites.
Responsibilities included:
 Credit Card Customer Service Call Centers
 Credit Card Dispute and Chargeback Processing
 Payment Processing and Settlement
 Division Employee Development Initiatives
 Card Production, Inserting and Mailing
 Record Management
 Process Improvement
Significant Accomplishments included:
 Implemented unit cost tracking and reporting throughout operations.
 Contributed on industry wide Steering Committee initiated by MasterCard and composed of
representatives from the 10 largest credit card issuers in the world. Committee tasked with
leading edge effort to identify an effective method of measuring customer satisfaction as
compared to competitors.

3. DAVID G. NUTTY, PAGE 3
 Led Customer Service efforts to achieve top 5 customer satisfaction ratings in the industry.
 Partnered with Bankcard marketing and technology to create first ever customer-designed
plastic image to be printed on credit card.
o Proposed and sold Executive Management on plan that has become an industry
standard.
o Branded customer designed card “One-Of-A-Card”
o Increased internet acquisitions of new accounts and improved retention of exiting
accounts.
Second Vice President/Director of Customer Service, First Bankcard Center,
01/01/1995-11/16/1998
Promoted to Second Vice President, responsible for all Customer Service Operations for the
Bankcard Division of First National Bank of Omaha, which included credit card Call Centers, and
Disputes and Chargebacks. Managed a budget of over $15MM and over 250 employees including 6
direct reports in 3 remote sites.
ADDITIONAL EXPERIENCE
 Total Quality Management (TQM) implementation
 Consumer and Mortgage Lending
 Audit
 Business Analytics
 Consumer Collections
EDUCATION
Bachelor of Science in Business Administration, Dana College, Blair, NE
American Banker’s Association National School of Bankcard Management, University of Oklahoma
Bankcard Management School sponsored by Visa Business School
Total Quality Management Course
Numerous additional company-sponsored courses
COMMUNITY ACTIVITIES
Battle of the Corporate Bands sponsored by Fortune magazine and the Rock and Roll Hall of Fame
 Selected for Regional Finals (2013 and 2014) performed at Bank events through 2014.
 Performed at numerous community events, representing First National Bank.
Juvenile Diabetes Fund Raisers 2009
Current Board Member, Eldorado Home Owners Association
Former Board Member and Coach for Benson Little League