Debra Edwards

Experience

• 

  UMB Bank

  Nov 1997 - Dec 2007

  VP Operations / Training - Service Center

  Implemented standardized training programs and performance measurements to ensure consistency within support experience. Created inbound sales and lead development program to increase revenue by $3 million annually. •Managed projects ranging from $10,000 to $4 million with responsibility for initial conception, business requirements, change management, scheduling and assessments. •Designed and developed operational procedures to support key initiatives and drive business goals.•Developed and managed internal website and knowledgebase to improve efficiency and quality. Show less

• 

  Jack Henry

  Jan 2007 - now

  Managed online banking client service operations supporting 1,200 financial institutions and 8 million end users. Created, led, mentored and implemented change process improvements resulting in $1 million+ of cost savings per year. •Network builder with talent for working cross-functionally to resolve complex issues.•Highly organized to meet or exceed goals during a project lifecycle. •Led corporate ITIL service level management initiative and implemented key performance indicators (KPIs) to effectively measure operational performance. •Established performance metrics that exceeded corporate expectations.•Teacher, coach and leader of a high-performing support team. Show less

  • Director of Client Services

    Apr 2023 - now

  • Senior Manager - IS Client Support

    Jan 2007 - Apr 2023