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Joy Dills
Strategic
Planning ▪ Process Improvement ▪ Project Management ▪ Vendor Management
Employment History
Infinite
Mind Information
Resource Manager 2006
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Joy Dills
309 south 2100 east ·
South Weber, UT 84001 · 801-479-9876 · joydills@aol.com
Strategic
Planning ▪ Process Improvement ▪ Project Management ▪ Vendor Management
I’m a successful senior Product Manager with 16 years of hands on experience;
communicating a strategic vision, defining business requirements, championing
development and bringing to market customer centric products and services that
meet or exceed the needs of the organization. My unique experiences in customer
service, business process improvement and software project management allows me
to better define the desired outcome and what will be required to get us there.
« Awarded
Excellence in Customer Service Award « Six Sigma Green Belt
« Awarded
Celent’s Model Bank Award for Account Opening « Discovery Leadership
Training
« Awarded Finalist in USA Today’s Quality Cup « Situational Leadership Trainer
Professional Experience
& Skills
Strategic Planning
·
5 years experience as Product Manager
of Online Banking for Zion’s Bank setting the strategic direction and business
operational goals for Personal and Business Internet Banking utilized across 8
affiliate banks. Defined executive Product roadmap for Online Banking that
incorporates the launch of major security enhancements, SMS account and
security alerts, a Personal Financial Management solution and upgrading an
unstable 7 year old platform.
·
5 years experience Online Support
Manager for Iomega, building from the ground up an online customer service
department, a knowledge management team and a revenue generation/e-commerce
project management team. Early adopter and then leader in utilizing and
managing corporate presence through website management. Defined and launched
numerous products, including call center knowledgebases, search engines, email
support and online self service tools.
·
8 years entrepreneurial experience
owning and managing my own businesses.
Envisioning opportunities, understanding the risks, defining the concept
and having the conviction to build it.
Project
Management
·
14 years of high pressure, high
visibility, late night project management experience.
·
Experienced documenting and managing
large projects with tight budgets of up to $17 million. Managed multiple teams (internal, outsourced
and overseas) with dependent workflows, shared resources and parallel timelines.
·
Managed multiple vendor relationships
including initial vendor selection, contract negotiation and dispute
resolution. Take pride in ability to build and maintain strong productive
relations with our vendor/partners.
Process Improvement
·
Utilizes Six Sigma methodology,
process mapping, time studies and productivity analysis to uncover bottlenecks and
propose automated solutions to improve productivity and cost.
·
Redesigned the online account opening,
applicant identity validation, and initial ACH deposit processes. This allowed for significant increase in scale
& efficiency by 250%
·
Improved monthly Online Banking
account purge process, realizing an annual saving of 1.7 million
·
Instrumental in the long term
development of the Online Banking Channel, including approval and formation of
the business unit, purposed staffing, product development process and channel
management.
·
Improved Online content management
process used to scrub 4500 white papers and technical documents, which
increased our website’s SEO effectiveness by 71%. These efforts resulted in
being a Finalist in USA Today’s 1999 Quality Cup for
process improvements
Marketing and Social Media
·
Customized implementations of natural
language search engines (CBR and Ask.com), to provide online users with 24/7
automated troubleshooting, new product recommendations and cross-sells.
·
Contracted with Salt Lake and Davis
county real estate brokers and agents in managing their internet presence and
promoting their personal brand through effective online marketing. This
included website UI enhancements, online video presentations, SEO techniques,
Facebook optimization and personalized blogs.
·
Social media evangelist who volunteers
with local elementary school teachers and administrators, setting up and
promoting the effective use of online social tools, including blogs, podcasts, Wikipedia
and twitter.
Employment History
Zions Bank Product Manager of Online Banking 2009
- 2011
Zions Bank Product
Manager of Client Services and Security 2008
- 2009
Zions Bank Product
Manager of Provider Pay 2006 - 2008
Infinite
Mind Information
Resource Manager 2006
Independent Real
Estate Marketing Consulting 2004
- 2006
Independent Website Hosting and Development 2002
- 2004
Iomega Revenue
Generation Program Manager 2000
- 2001
Iomega Manager
of Automated Systems and Knowledge Management 1997
Iomega Call
Center Training Manager 1996
Business Owner Heroes & Hobbs Bookstore 1994
- 1996
Education
Attended University of Phoenix, 2001 - 2006
Major: Business Management, Minor: Information Systems
Majors: Pre-medical, Biochemistry, Minors: Microbiology and Anthropology
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