HOLLY ABBUEHL 5320 Northdale Blvd * Tampa, FL 33624 * * 813.810.

9901 Director More than 25 years of management experience in the Financial Services industry w ith a focus on Performance Management, Team Leadership and Customer Service. Summary of Qualifications * Demonstrated project management skills to organize and manage staff through t he execution of several system and client conversions. * Over 25 years of debit and credit card program and platform experience and kn owledge including Visa and MasterCard governing regulations and state and federa l laws for transaction processing. * Proven record of productivity, strategic planning, project management and qua lity customer service in diverse financial service organizations. * Analytical and detail-oriented, able to identify and implement process improv ements that increase accuracy, improve operational flow and team effectiveness. * Dedicated and fair team leader, able to communicate effectively with people o f all ages and backgrounds, to work collaboratively to resolve problems, and to motivate team members to achieve personal and organizational objectives. * Flexible professional who enjoys learning new skills and quickly adapts to or ganizational changes. Key Skills Customer Service Coaching/Team Building Resource Management Project Management Financial Analyst Process Improvement Client Relations Detailed Oriented Records Management Meeting & Event Planning Training Programs Client Relationship Management Experience Fidelity Information Services (FIS), St. Petersburg, FL 1989 to 2010 Director of Client Education, Documentation & Communication, 1993 to 2010 Responsible for leadership in client training services, published reference manu als and operational communications for all FIS clients and programs to ensure op erational efficiency, profitability and compliance. Senior Training Specialist, 1992 to 1993 Provided training needs analysis, course design, development, delivery, evaluati on and measurement of card operational training programs. Client Service District Manager, 1989 to 1992 Responsible for leadership in client management services for all FIS clients and programs to process technical program changes, portfolio analysis, risk managem ent, and operational issue resolution. Performance Management/Team Leadership/Customer Service * Maintained and met multiple project plan deadlines (upwards of 6 simultaneous major projects).

* Measured quality levels for class satisfaction and continually exceeded clien t expectations. * Coached individual team members in presentation of online and class delivery techniques and tools supporting each member's growth and career development. * Surpassed annual revenue projections each year through new course offerings. Increased the number of course offerings in 2010 by 5%. * Reduced expenses by 10% annually through guaranteed billable travel expenses, expanded online coursework and closure of less productive regional classrooms. Created web-based client reference materials which eliminated 20 days of Cdrom p roduction each cycle and provided for real time online documentation changes. * Increased readability of operational and marketing communications to clients by providing timely web-based online delivery. * Created and measured staff incentives to increase class attendance. Put into action marketing plans to bring training programs locally through state sponsore d training events. * Represented clients on major project teams to develop, test and implement new state of the art card processing systems. * Implemented efficiency -enhancing workflow for issue resolution and tracking to continually meet client response service levels. * Developed a technical product support group to provide support to client serv ice representatives to meet and exceed client contractual service levels. M&I Data Services, Inc. (MICARD Services) and M prepared evaluations and recomme nded salary increases. Personal Banker Established new accounts and cross sold all core banking products to solidify th eir banking relationship. Midland National Bank, Minneapolis, MN 1981 to 1983 New Account Representative and Lead Vault Teller First National Bank, Freeport, IL 1978 to 1981 Assistant Branch Manager Education Highland Community College, Freeport, IL 1978 - 1979 Major: General Business Professional Development * * * * * * * 2009 FIS Leadership Challenge CUNA & Affiliates "Class of 1990" Management Series Criterion Reference Instruction course by Mager Associations, Inc. Accelerated Learning Principles course by David Meiers AIB (American Institute of Banking) courses Dale Carnegie course ASTD (American Society of Training & Development) presentations