1. DIANE IVY COLE
ASSISTANT 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 successtranslating corporate business strategies into organization-wide call centerinitiatives.
Integral member of management team with a proven trackrecord 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,TXNovember 2015 Present
Technology Incident Management Manager (November 2015present)
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

2. 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,TX19982015
System Support Manager I (2008Present)
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 systemaccess controls and data relationships forover6000 users
 Executes all hierarchy changes and table updates basedon Business,IT,and HR notifications
 Compliance management for all systemrecertification and disclosure notification processes
 Developed and maintained businessrules forcall recording triggers on assigned servers foreach businessunit
 Leveraged advanced data relationship and interfaced when possible to improve utility
 Improved QA penetration rates by supporting request forcustomrules

3.  Tier 1 support for all Custom sites and Customer Service sites, triaged all incoming systems issues and
determined resolution orescalation needs
 Liaison for all escalated issues,projects,and vendorassignedsupport ad SLA performance tracking
 SME support and business requirements oversight for potential projects and initiatives including all
deployments
 Reviewed and supported leveraging allnew 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
systemrollouts and upgrades
Sr. Financial Proof and Control Administrator (20072008)
Provide a high level of financial control and accounting support across multiple lines of business utilizing
commercialloan 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
processingstaff,loan administration, publish weekly/monthly reportsto ensure ProofandControl is operating
within Corporate Guidelines. Reviewcurrentand agedexceptions 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 keystrategic projectsand provide support/backup to department
management.
Key Achievements:
Developed comprehensive corporate policies and procedures manuals to ensure consistent
compliance with state and federalregulation laws
Devised proactive strategies and provided counsel to avert and minimize cost efficiencies
Improved Inquiry management
Created a system metrics to assist with allsystems needed for new hire/transfer employees as wellas
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 (20002003)
Managed payroll, national call-in line and leave of absence for2,000+ 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 developeda NationalTelephone Banking Attendance Line andFamily MedicalLeave
Act/Leave of Absence nationally across allsites
Project leader for creating and implementing Volunteer Time-off which contributed to saving the
organization over $100K since 2002

4. COLE’S LIQUOR STORE,Houston, TX, 19961999 - Owner
WELLS FARGO BANK,HOUSTON,TX, 1996  Subpoena Processor
CITY OF HOUSTON POLICEDEPARTMENT,Houston, Texas,1994-1996  Police Communicator Operator
EDUCATION
BSBM  University of Phoenix  Houston, TX, 2008
High School Diploma – Jesse H. Jones High School, Houston, TX, 1985
PROFESSIONAL ASSOCIATIONS/HONORS
Certified Medical Assistant 1989  National Education Center 1989
JPMorgan Chase All Star 1st
quarter 2001
JPMorgan Chase Superstar for 2001
Spring Branch ISD Texas Scholars Presenters 2005
Spring Branch ISD Gear up Mentor 2004-2006
Domestic Commercial Loan PEP Squad 2007-2008
Informal Mentoring Program 2007-2008
Big Brothers/Big Sisters Mentoring Program 2008
ITIL Foundation Certification – 2016
TECHNICAL PROFICIENCY
Microsoft 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.