LYNNE M LABRADOR

New York, 10567

914.737.2069

lynnelabrador@aol.com

FINANCIAL SERVICES EXECUTIVE

Risk Management/ Operations/ Six Sigma / Business Development / Strategic Marketing / Budgets /
P&L / TQM / Employee Relations / Turnarounds / Process Design & Reengineering /
Negotiations / Vendor Alliances / / Business Optimization / Best Practices
Initiate high-impact operational improvements for financial service providers including, CitiGroup, Bank of
America, FICO, Household Finance, and MasterCard. Create alliances with business partners to grow revenue and
capture market share by applying innovative management approaches to energize employees, improve productivity and
optimize expenses.

Lead deployment of new fraud detection platform for Citis branded bankcard portfolio, cutting average fraud
value in half within three months of deployment. Solution is on track to reduce fraud losses by $167MM in 5
years
Deployed new go to market strategy for FICO, resulting in improvement in average sales from $180M, to $1.1MM
Turned around Bank of America recovery operations, increasing monthly revenues $4.3MM.
Resolved $38MM service dispute, saving USDA card account for Bank of America.
Improved operational productivity 55%, setting new benchmark for Bank of America.
Restructured National Litigation Unit, slashing expense by 48% for Bank of America.
Created strategic partnership, launching best practices to grow bank card sales 75% in 30 days.
Implemented employee involvement to revitalize National Recovery Unit for BAC.
Established innovative six sigma approach, attaining diversity targets at leadership levels for BAC.

Key Strengths: Restructuring operations and reengineering work processes. Leading multidisciplinary and cross
functional teams. Implementing strategies that solve resource problems, establish best practices and foster corporate
goal attainment. Managing radical change. Organizing and directing complex projects. Motivating and retaining staff.
Six Sigma Green Belt Certification, BAC.

SELECTED ACCOMPLISHMENTS
Lead deployment of new fraud detection platform resulting in forecasted $167MM benefit. Citi made investment
in new fraud detection platform for its bankcard portfolio. Solution was delivered within 1 year of contract signing,
touted as one of the most successful programs for the bank, and improved fraud losses by 30%
Deployed new go to market strategy resulting in $920M improvement in average sale. Sales process took nearly 9
months for an average sale of $180M. Established corporate initiative to drive higher sales and shorter cycle times, by
reengineering the methodology for communicating business value. Within 9 months, average sales increased to
$1.1MM, while reducing cycle time to 5 months.
Turned around Bank of America recovery operations, increasing monthly revenues $4.3MM. Implemented Six
Sigma productivity program, increasing recovery rates 170%. Established best practices and created new incentive
program. Average collections increased by $14.5M per collector per month.
Resolved $38MM service dispute, saving USDA card account for Bank of America.. Government client filed
breach of contract suit requesting $38MM damages. Lead resolution of five primary issues. Negotiated changes with
bank card associations, fleet operators, and service providers. Corrected all issues, rescuing client relationship, and
halting legal actions without expense.
Improved operational productivity 55%, setting new benchmark for Bank of America. Analyzed performance
process and workflow of recovery operation. Created best practices and implemented innovative training program.
Increased performance score from 44 to 98, 34% above department goal of 75. Reduced staff and increased call
volume handled to set new industry standard.
Restructured National Litigation Unit slashing expense by 48% for Bank of America.. Led standardization and
streamlining effort of litigation function. Consolidated operations from six to two sites. Integrated functions to
streamline operation. Implemented best practices to eliminate redundancies. Reduced staff from 100 to 45 with no
negative impact on quality while increasing productivity 52%
Created strategic partnership, launching best practices to grow bank card sales 75% in 30 days. Bank Card
partners under goal by 40M units. Designed strategy for improving performance. Implemented supersales team pilot.
Demonstrated effectiveness of strategy and negotiated acceptance of sales best practice process with bank card
partners to turnaround performance and meet overall goal of 115M units.

LYNNE LABRADOR

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SELECTED ACCOMPLISHMENTS (CONTINUED)

Resolved employee morale issues for National Recovery Unit for BAC. Designed leadership and involvement
program to identify problems impacting morale. Created initiatives to resolve employee satisfaction issues while
improving operational performance. 18% improvement, from 66% to 78% recognized as best in entire bank franchise.
Established innovative six sigma approach, attaining diversity targets at leadership levels for BAC. Bank not
meeting targets for promotions. Was appointed co-chair of diversity council. Designed and developed Manage by
Fact sessions, implementing six sigma methods to identify and resolve issues blocking goal attainment. Implemented
corrective actions to achieve targets.

CAREER HISTORY
Citigroup, 2010 current $86.6B leading financial institution. Worlds largest financial services network
Director Global Operations Technology 2010 current. Responsible for partnering with global operation heads
within Citis Global Consumer Bank to optimize use of technology resources. Responsible for rationalizing the
technology stack against current and future capability needs of firm. Responsible for operational excellence within
technology, while driving program deployments in support of Citis strategic goals.
FICO (aka Fair Isaac Corporation), 2006 - 2010 leader in decision management driven by advanced analytics
Senior Director, Risk Management Solutions, 2007 2010. Responsible for defining Fair Isaac products and
services to be proposed to clients which solve their business challenges by investigating client needs individually
and collectively as well as ensuring successful progression from purchase to implementation. Promoted to Senior
Director December 2008
Senior Consultant, 2006 2007. Develop collection and recovery best practices for operational excellence
practice, based on experience and case studies from prior engagements. Responsible for demand creation, building
tools, and delivering on assigned engagements. Promoted to Director December 2007.
MasterCard International, 2005 -2006 Rated #2 in US with generated revenues of $2.2MM
Client Relationship Manager, 2005-2006. Development of sales opportunities to improve franchise market share.
Responsible for creating $9.7B in gross dollar volume and $23MM in revenue for member bank, focusing on
public sector opportunities.
Bank of America, 1996 2004 $37.9B leading financial institution.
Process Design Executive, 2003-2004. Developed strategies and programs to improve franchise market share
through the identification and implementation of customer retention and loyalty initiatives.
National Internal Recovery Manager, 2002-2003. Managed P&L of risk operations unit. Generated
$100MM annual recoveries for consumer product divisions including, bankcard, auto loan & lease, marine,
recreational vehicle, DDA recovery, consumer and commercial real estate. $10MM budget and 400+ staff at
four sites; Promoted to Senior Vice President 2002
National Litigation Manager, 2001-2002. Responsible for recovery of outsourced litigation accounts. Led
operations with over 100 associates and in-house collection attorneys. Created and directed network of over
500 law firms to deliver services to all consumer product divisions and product lines.
Marketing Product Manager, Government Card Services, 1998-2001. Designed and delivered product and
support services to grow market share within government bankcard sector. Launched first ever co-branded fleet
card for commercial card services
Risk Operations Manager, 1996-1998. Responsible for collection of bank consumer bankcard portfolio.
Managed two-shift, 150-person operation. Promoted to Vice President 1997
Household Finance, 1987-1996. Leading financial services provider, and member HSBC
Multiple roles with increasing responsibility including Collection Office Representative, Central Collection
Office Manager, Team Manager, Unit Manager & Process Reengineering Manager.

LYNNE LABRADOR

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EDUCATION

UNIVERSITY OF PHOENIX
Bachelor of Science: Business Management-Marketing concentration, June 2008
YALE UNIVERSITY, New Haven CT, USA
September 1977 May 1978
January December 1980
Full Academic Scholarship

AWARDS, HONORS, AND SPECIAL RECOGNITION

iMentor NYC active mentor with Marble Hill for International Studies December 2015
NYS Court Appointed Special Advocate (CASA) sworn in June 2012
Community Impact Award, 2003.As Chair, United Way of South Hampton Roads.
United Way Beacon Society, 2003.
American Cancer Society Relay for Life, Outstanding Participation in #1 Corporate Fundraising Team.
Bank of America, Spirit Award for improving departmental performance 196% YOY.
Customer Experience Leadership Award, BAC and Customer Experience Leadership Forum team member.