Thomas Irizarry has over 13 years of experience in project management, operations, and customer service at Associated Bank. He currently serves as a Sergeant in the U.S. Army Reserve while also seeking a new position. Irizarry's background includes roles managing risk, process improvement, and customer care teams. He also supervised stadium operations for Green Bay Packers home games.

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THOMAS IRIZARRY
220 N. Fisk Street, Green Bay WI 54303
(920) 362-9062 irizat88@gmail.com
Summary
ProjectManagement,operations,andcustomerservice specialist experiencedincollaboratingwith
cross-functional teamstoexecute strategiccustomerservice andqualityassurance initiatives.
U.S. Armyveteranandcurrentlyserving U.S.Army Reservist.
Core Competencies
 Communication
 Organization
 Problem-Solving
Employment Experience
AssociatedBank GreenBay WI (13 years)
AssociatedBankhastotal assetsof $27 billion,andisone of the top 50 bankholdingcompaniesinthe
UnitedStates. HeadquarteredinGreenBay,Wisconsin, AssociatedisaleadingMidwestbanking
institution, withover200 branch locations throughoutWisconsin,IllinoisandMinnesota.
Program and ProjectAnalyst, Digital ChannelsAssociatedBank
Dec 2012 to Dec 2014
Actedinboth a leadand supportrole inall phasesof variousprojectsandongoingprograms.Served
as the departmentpointof contactfor the ProjectManagementOffice,Compliance,Audit,Risk
Management,Corporate Communications,businesslines,colleagues,andvendors.Planned,
organized,documented,andexecutedbusinesschange riskassessments,businesscases,andproject
documentationandreporting.
 DevelopedRegulationEOpt-Inanalysisandmanagementdashboardreportingprogram
 Managed online co-brandedTurboTax discountedtax return program
 Providedprojectmanagementleadership and/orsupportfor:
 Issuance of EMV-chipdebitcardsfor PremierandPrivate BankingCustomers
 Redesignof PaymentsandDigital ChannelsIntranetandSharepointSites
 Mobiliti 4.4 Mobile BankingUpgrade
 Apple Pay
 MasterPassDigital Wallet
Corporate Risk Manager AssociatedBank
Apr 2011 to Nov 2012
Developedframeworkandprogramsthatidentified,measured,mitigated,andmonitoredriskin
supportof organizational strategicandbusinessobjectives. ServedasliaisontoOperations&
Technologygroup. ProvidedanalysisforBoardof Directorsand Executive Committeemeetings.
Developedandmanagedcorporate operationallossdetailreportingandrootcause analysis.Managed
corporate fee refunddetail reportingandexceptionanalysis.
 Designed VendorManagementRiskControl AssessmentandMethodology
 AdministeredBusinessChange RiskAssessmentProgram
 DevelopedOperationsandTechnologykeyriskindicatorreporting

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Operationsand ProcessImprovementManager AssociatedBank
Oct 2008 to Mar 2011
Hired, supervised,anddevelopedcolleague teamresponsibleforfacilitatingthe executionand
implementationof strategicoperationsprojectsandprocessimprovementinitiatives.Provided
leadershipandsupportof continuousprocessimprovementsandrelatedtechnologyinitiatives
primarilyfocusedonoperational efficiency,riskmitigation,andcompliance.Providedpeersupportand
completionof businesscasesandkeyinitiativereportingandfollow-up.
 SelectedtolaunchnewProcessImprovementProgramandteam
 OperationsliaisontoITfor projects,systemenhancements,andriskmanagement
 Providedoversightof updatesandtestingof businesscontinuityplans
 Providedmonthlyanalysisandreportingof keyoperationalperformance indicators
 Ledprojectthat consolidatedthree TreasuryManagementdepartmentsintotwonew
departments:NewCustomerOnboardingandACHServices
OperationsSupervisorAssociatedBank
Nov2003 to Oct 2008
Supervisedthe dailyactivitiesof multiple operational units.Determinedworkflow andscheduling.
Developedcross-functional workingrelationshipstoidentifyareasof efficienciesandprocess
improvements.Supervisedstaffing,productivitytracking,servicelevel standards,performance
appraisals,recognition,promotions,salary recommendationsandterminations.Exercisedauthorityto
make exceptionstopolicyandprocedures.Ensuredthatcontrolsandprocedureswere adheredtoand
keptcurrentregardingaudit,SOPand securityregulations.
 Providedqualitycontrol oversightof customer/accountonboardingandmaintenance
 Coordinatedbankacquisitionandtechnologymappingandconversionactivities
 Developedandfacilitatedinterdepartmental trainingforcore systemreplacement
 Increasedon-time productivityandimprovedquality assurance review auditprocess
 Recipientof 2004 AssociatedAnnual Colleague ServiceAward
CustomerCare (Call Center) SupervisorAssociatedBank
Mar 2001 to Nov2003
Directeddailyactivitiesof inboundcall centerCustomerCare team.Providedtimelycoachingon
performance andadministeredperformance reviews andcounseling.Developedandfosteredastrong
customeradvocacyenvironmentalongwithdeepeningcustomerrelationships.Resolvedescalated
customercomplaintsinamannerthat providedcustomersatisfactionandprotectedthe interestsof
the bank.Analyzedandresolvedcomplexcustomerissues,overridingpolicywhennecessarytoensure
customersatisfactionwhile limitingexposure.
 Collaboratedonenhancedbalancedscorecardforservice qualityandcompliance
 National CustomerService Weekprogramcoordinator,2002 and 2003
 Recipientof 2003 AssociatedCustomerCare LeadershipAward
GreenBay Packers LambeauField, GreenBayWI
GuestRelationsSupervisor,PremiumSeating
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 stadiumtours duringsummertrainingcampsessions

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Military Service
UnitedStates Army Reserve GreenBay, WI
Civil AffairsTeam Sergeant
Mar 2011 to Present
Currentlyprovidingtrainingand leadershipof teamresponsibleforcoordinatingmilitaryandcivilian
resources insupportof defense, reconstruction, anddisasterreliefactivitiesworldwide.
 AwardedArmyAchievementMedal for leadershipduringhumanitarianaidmission,Crowe Creek
IndianReservation, FortThompson, SD (June 2014)
 Master Resilience TrainerCertificate,Universityof Pennsylvania,Philadelphia,PA
 Formeractive duty U.S. ArmyParatrooperwith82nd Airborne Division,FortBragg,NC
Professional Training and Development
 StrategyRotationProgram(Chief Strategy Officer,sponsor),AssociatedBank
 Corporate CommunicationWriters (DirectorCorpCommunications,sponsor),AssociatedBank
 Prosci ADKARChange Management,AssociatedBank
 Bank OperationsDiploma,AmericanInstituteof Banking
 ProjectManagement,American BankersAssociation
 ProjectManagementInstitute,NortheastWisconsinChapter
 Managing Performance Series,AchieveGlobal
 CertifiedTrainerProgram,AssociatedBank
 LeadershipGreenBay (nine-month) Program, GreenBayChamberof Commerce
Education
 B.A. BusinessAdministration,ManagementandCommunicationProgram
ConcordiaUniversity,MequonWI GPA 3.98
 PublicAdministrationCertificate
Universityof Wisconsin-Milwaukee,Milwaukee WI
Community Involvement
 LeadershipGreenBayProgram,GreenBay Chamberof Commerce
Past SteeringBoardMemberandRecruitmentCommittee Chair