Christy Boatright
Union
Summary
Dynamic Business Analysis Manager with a proven track record at Fifth Third Bank, excelling in strategic planning and process improvement. Spearheaded initiatives that reduced customer complaints by 40% and enhanced operational efficiency. Adept at managing cross-functional teams and fostering a culture of innovation through Lean Six Sigma methodologies.
Overview
14
14
years of professional experience
Work History
Business Analysis Manager
Fifth Third Bank
Cincinnati
09.2021 - Current
- Lead cross-functional teams to identify business needs and implement process improvements through GEMBA walks.
- Guide team members and stakeholders to adopt new approaches and mindsets, fostering a culture of innovation and continuous improvement.
- Manage multiple projects, including IT conversions and process enhancements, collaborating with LOB and IT teams to resolve system issues and define requirements.
- Develop and support new and existing processes, ensuring risk management and compliance.
- Utilize data to understand current state and measure progress, ensuring informed decision-making and continuous improvement.
- ACCOMPLISHMENTS:
- Developed consistency of project support among multiple lines of business
- Launched migration of full card portfolio for automatic payments
- Provided Value Stream Support to focus on cost savings
- Completion of Lean Six Sigma Principles
- Created post implementation analysis that is directly tied to the LOB objectives. Provides a clear view of the type of support being provided. Will continue to enhance so it meets the LOB objectives.
Bankcard Servicing Manager
Fifth Third Bank
Cincinnati
05.2016 - 09.2021
- Managed a team of 15-20 Bankcard Servicing Specialists in a fast-paced operational environment
- Partnered with several lines of business on project implementation to improve Customer Experience
- Enhanced quality oversight for high-risk processes (FCRA, SCRA, Reg Z)
- Key partner in launch of chip card product
- Procedural overhaul on 70+ processes within card servicing
- ACCOMPLISHMENTS:
- Reduced customer complaints by 40 percent along with task reduction of 55 percent through debit card replacement project
- Led efforts on card compromise automation reducing fraud risk (364k cards reissued)
- Top 10% Gallup Engagement Scores 2016
- Horizon Award 2017
- Vice President Promotion December 2019
Bankcard Servicing Supervisor
Fifth Third Bank
Cincinnati
04.2013 - 05.2016
- Managed a team of 10 Bankcard Servicing Adjusters in an operational offshore/onshore environment.
- Monitored goals and objectives while looking for ways to improve customer experience.
- Coordinated monthly/yearly department events while meeting forecasted budget.
- Led efforts to reduce fraud by maintaining monthly debit card compromises.
- Partnered with technical writer to streamline procedures within loan and card servicing.
- ACCOMPLISHMENTS:
- Engagement Leader 2013-2015
- Officer Promotion March 2015
- Assistant Vice President Promotion December 2015
Customer Service Supervisor
Fifth Third Bank
Cincinnati
10.2011 - 04.2013
- Managed a team of 20 agents in a contact center environment
- Consistent coaching and development of employees
- Monitored service levels to ensure goals were met
- Interviewed qualified candidates
- ACCOMPLISHMENTS:
- Managed over 20 new hire classes
- Highest employee engagement scores among both contact center sites
Education
Bachelor of Science - Marketing
Northern KY University
05.2006
Skills
- Strategic Planning
- Process Improvement
- Project Management
- Lean Six Sigma
- Organizational Change Management
- Risk Assessment
- Operations Management
Timeline
Business Analysis Manager
Fifth Third Bank
09.2021 - Current
Bankcard Servicing Manager
Fifth Third Bank
05.2016 - 09.2021
Bankcard Servicing Supervisor
Fifth Third Bank
04.2013 - 05.2016
Customer Service Supervisor
Fifth Third Bank
10.2011 - 04.2013
Bachelor of Science - Marketing
Northern KY University
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