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THOMAS IRIZARRY
220 North Fisk Street, Green Bay WI 54303
(920) 362-9062 irizat88@gmail.com
Employment Timeline
AssociatedBank
Mar 2001 to Dec 2014
Associated Bank,withtotal assetsof $27 billion,isone of the leadingbankinginstitutionsinthe
Midwestandoperatesover200 locationsthroughoutWisconsin,Illinois,andMinnesota.
GreenBay Packers
Jul 2004 to Aug 2010 (Seasonal)
Workedas memberof bothGuestRelationsPremiumSeatingand StadiumTourGuide teams
DHL Express
Apr 1995 to Mar 2001
DHL Expressoperatesthe mostcomprehensive globalexpressshippingnetwork inthe world,
transportingdomesticandinternational documentsandgoods tomore than220 countries.
Employment Experience
Program and ProjectAnalyst, Digital ChannelsAssociatedBank,GreenBay,WI Dec 2012 to Dec 2014
Actedinboth a leadand supportrole inall stagesof variousprojectsandongoingprograms.Servedas
the departmentpointof contactfor the ProjectManagementOffice,Compliance,Corporate
Communications,businesslines,colleagues,andvendors.Planned,organized,documented,and
executedbusinesschange riskassessments,businesscases,andprojectdocumentationandreporting.
 iPhone Apple Paylaunch, MasterPassDigitalWalletlaunch,EMV-chipDebitCardsLaunch,
Redesignof IntranetandSharepointSites,Mobiliti 4.4Mobile BankingUpgrade
Operationsand ProcessImprovementManager AssociatedBank,GreenBay,WIOct 2008 to Nov2012
Hired,supervised,anddevelopedcolleague teamresponsibleforfacilitatingthe executionand
implementationof strategicoperationsprojectsandprocessimprovementinitiatives.Provided
leadershipandsupportof continuousprocessimprovementsandrelatedtechnologyinitiatives
primarilyfocusedonoperational efficiency,riskmitigation,andcompliance.
 Selectedtostaff and launchnewProcessImprovementProgram
 OperationsliaisontoITfor projects,systemenhancements,andriskmanagement
 Provided monthlyanalysisandreportingof keyoperationalperformance indicators
OperationsSupervisorAssociatedBank,GreenBay,WI Nov2003 to Oct 2008
Managed the dailyactivitiesof multiple operational units.Determinedworkflow andscheduling.
Supervised staffing,productivitytracking,servicelevel standards,performance appraisals,recognition,
promotions,salaryrecommendationsandterminations. Providedqualitycontrol oversightof
customer/accountonboardingandmaintenance
 Developedandfacilitated interdepartmental trainingforcore systemreplacement
 Increasedon-time productivityandimprovedqualityassurance review auditprocess
 Recipientof 2004 AssociatedAnnual Colleague ServiceAward
CustomerService SupervisorAssociatedBank,GreenBay,WI Mar 2001 to Nov2003
Directeddailyactivitiesof inboundcall centerteam.Providedtimelycoachingonperformance and
administeredperformance reviews andcounseling.Resolvedescalatedcustomercomplaintsina

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mannerthat providedcustomersatisfactionandretention.Analyzedandresolvedcomplex customer
issues,overridingpolicywhennecessarywhilelimitingexposure.
 Collaboratedonenhancedbalancedscorecardforservice qualityandcompliance
 National CustomerService Weekprogram coordinator,2002 and 2003
 Recipientof 2003 AssociatedCustomerCare LeadershipAward
GuestRelationsSupervisor,PremiumSeating GreenBay Packers Jul 2004 to Aug 2009 (Seasonal)
 Supervised stadiumclub-level game-dayandspecial eventsteamof 40 employees
 Servicedguests,media,coaches,andalumni visitinglockerroom, private suite andpressbox areas
 Conducted publicandVIP stadiumtoursduringsummertrainingcampsessions
OperationsSupervisorDHL Express,LasVegasNV Mar 2000 to Mar 2001
Managed terminal/warehouseoperational activities andstaff toensure the safe,timely,andcost
effectivepick-up,processing,anddeliveringof customershipments. Ensuredcompliancewithsafety,
security,andregulatorypolicies.Maintainedrecordkeepingsystemforvolume,damages,safety
incidents,productivity,etc.
CustomerRelationsTeam LeaderDHL Express,Tempe AZ Jan1998 to Mar 2000
Managed performance of internationalcall centerteam, drove achievementof teamKPIs,identified
trainingneedsandopportunitiestodevelopahighlyskilledCSteam, ensuredthatall customer
inquirieswere respondedtopromptlyandprofessionally,andservedasescalationpointforcustomer
relationspecialists,customers,operations,andoverseasoffices.
Professional Training and Development
 LeadershipGreenBay Program, GreenBay AreaChamberof Commerce
 Managing Performance Series,AchieveGlobal
 Prosci ADKARChange Management,AssociatedBank
 Bank OperationsDiploma,AmericanInstituteof Banking
 ProjectManagement,AmericanBankersAssociation
 ProjectManagementInstitute,NortheastWisconsinChapter
 ACE CertifiedTrainerProgram,AssociatedBank
Education
 B.A.BusinessAdministration,ManagementandCommunicationProgram
ConcordiaUniversity, GreenBay WI GPA 3.98
 PublicAdministrationCertificate
Universityof Wisconsin-Milwaukee,MilwaukeeWI
Military Service
 Civil AffairsSpecialist, UnitedStatesArmyReserveMar2011 to Present
Currentlyprovide trainingandleadership forteamsresponsible forcoordinationof resources
insupportof security,reconstruction andhumanitarianassistance activities
Community Involvement
 LeadershipGreenBayProgram,GreenBay AreaChamberof Commerce
Graduate,Past SteeringBoardMemberandRecruitmentCommittee Chair