K AREN E.

(G ARNETT ) F RIEDLA
412 TERRINGTON DRIVE ▪ BALLWIN, MO 63021 H:636-256-0031 ▪ C:636-541-1146
KAREN.FRIEDLA@GMAIL.COM

PROFILE
Six Sigma Black Belt--Operational & Process Improvement Expert
Seasoned, Six Sigma Black Belt-certified Senior Operational and Process Improvement Project Manager with more than 10
years of project management, six sigma, process design, operational and productivity improvement experience as well as 15
years of human resources and compensation/incentive design experience. Results focused business professional with strong
problem solving skills and a proven track record for delivering operational cost savings and ‘bottom-line’ improvements while
mitigating risk and liability. Results included more than $40 Million in operational cost savings for client and employer
companies. Core Competencies include:
Certified Six Sigma Black Belt ▪ Project Management ▪ Process Reengineering & Documentation
Organizational Development/Team Building ▪ Project Business Leadership ▪ Hoshin Strategic Planning
Continuous Improvement/Process Excellence ▪ Analytical/Problem Solving ▪ Customer Focused Orientation

CAREER PROGRESSION
CSI DELEEUW 2009 - Present
CSI DeLeeuw provides professional consulting services in Business Process Reengineering, Change Management, Compliance, M&A
Integration, Risk Mitigation, and Lean and Six Sigma Consulting.
Senior Project Manager – PNC and National City Bank Conversion Management Consultant –Designed, developed and
implemented the framework and methodology for the Retail Banking Unit’s multi-phase integration of National City with PNC
Business Model to ensure the expansion of the retail branch network while maintaining exceptional employee readiness and a
superior customer experience. The results:
 Successfully managed Phase One Conversion of 1.8 million retail banking customers and 240 retail bank branches;
 As key member of Project Management Office, ensured that all components of the Conversion were seamlessly
integrated into the existing PNC Business Model without impacting the banking customer experience;
 Worked closely with Retail Banking Business Leadership to identify and mitigate gaps, risks and potential integration
impacts across all functional lines-of-business;

 Phase One was completed on-time with neither customer nor employee impacts on day-to-day operations. At the end
of Phase One, PNC is on track to achieve its targeted Conversion cost savings of $660 Million.

BANK OF AMERICA - St. Louis, MO 1996 – 2009

Vice President- Group Operations Manager – Black Belt – Identified, designed and implemented Six Sigma Methodologies
to achieve Hoshin Strategic Planning goals within ATM Technology & Operations organization. Results included the
following:
 Designed & implemented ATM Hoshin Scorecard to track performance results to ensure organizational metric
alignment resulting in improved customer satisfaction, increased ATM customer availability, reduced operating
expenses, and increased overall productivity;
 Filed cash supply chain asset management tracking patent on behalf of Bank of America. Patent encompassed ‘end-to-
end supply chain processing using RFID (Radio Frequency Identification Device) technology, when combined with
process improvement and defect reductions, provided an estimated $25Million in annual savings.
 Reduced 1st year ATM operating expenses by $650K using Six Sigma Tools and Methodologies
 As individual contributor; identified, executed and monitored ‘end-to-end’ process improvement opportunities,
developed action plans, translated analysis results into actionable business solutions, and tracked post-implementation
performance.
 Advised on productivity increases by automating existing functions employing a combination of technology and
process reengineering improvements.
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Bank of America (cont’d.)

Vice President - Process Design Consultant – Black Belt – Identified and executed process improvement opportunities within
Bank of America subsidiary, HomeFocus, LLC, mortgage title, appraisal and fulfillment organization. Results included the
following:
 Increased speed of home equity loan approval process, providing an annual savings of $2.3Million;
 Improved customer collateral address accuracy at loan application point of sale and reduced loan fulfillment process
rework from 24% to less than 6%;
 Mitigated the risk and liability of class action lawsuit by more than $10 Million.
 Reduced title preparation processing cycle time by 21% and increased overall productivity by 35%.
 Business Unit Leader on an enterprise-wide cross-functional business team to standardize CRE Loan and Collection
process to ensure Sarbanes-Oxley compliance-- increased process efficiency, reduced variation, and overall reduction
of loan & collection mortgage expenses;
 Reduced Customer Real Estate title preparation loan and collection expenses by $312K;
 Responsible for Green Belt candidate coaching and mentoring.

Vice President - Performance Measurement Design & Development Consultant—responsible for aligning strategic business
goals, objectives and priorities with employee performance measurement and incentive programs. The results:
 Designed, developed and implemented national performance measurement, reward and recognition programs for Bank
of America’s Premier and Small Business lines of business;
 Identified and aligned resources to support the incentive and performance measurement design process;
 Developed and maintained project work plan to identify gaps to goal achievement, developed and delivered
performance measurement and incentive communication plan, and provided regular updates to senior executive
management with progress to business goals. .
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Assistant Vice President - Compensation Design Consultant—Functioned as compensation consultant for Consumer & Small
Business call centers and lines-of-business. In the role, evaluated, designed, developed and implemented base salary and
incentive compensation programs. Results included:
 Audited existing variable compensation programs for efficiency and effectiveness;
 As individual contributor for financial merger, integrated Consumer and Commercial reward, recognition and
compensation programs for three financial institutions merging with Bank of America;
 Aligned variable pay programs with total compensation strategy and performance management programs.

US BANCORP OF ST. LOUIS, N.A. - St. Louis, MO 1991 - 1996

Executive Compensation Specialist
 Administered Mercantile Bank’s executive compensation and stock option programs;
 Prepared executive compensation presentation material for the Compensation and Management Development
Committee of Mercantile Bank’s Board of Directors;
 Developed executive compensation tables for annual proxy statements and annual reports;
 Administered annual solicitation and administration of senior management bonus and stock incentive
programs.
Senior Compensation Analyst
 Project leader for the implementation of Mercantile Bank’s Compensation Management Program, including
the design and development of the job descriptions and evaluation system;
  As part of the integration team for bank acquisitions, identified and executed process improvements for
compensation programs;
 Designed, developed and administered compensation structures for the enterprise;
 Participated in market salary surveys, conducted analysis, and analyzed, recommended and designed merit
pay compensation structures.

K AREN E. (G ARNETT ) F RIEDLA

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BOEING CORPORATION - St. Louis, MO 1988 - 1991

Senior Compensation Analyst
 Responsibilities included market salary survey input and analysis, payroll budgeting, salary expense
forecasting, salary administration, merit and pay structure analysis and design, variable pay program design and
administration, job analysis, job description development, and evaluation of exempt and non-exempt positions.
Division Human Resources Generalist
 Consulted with management regarding employment, compensation, employee relations, and Affirmative
Action Plan development and implementation.

TITUS, DIVISION OF PHILIPS INDUSTRIES – Richardson, TX 1987 -1988

Division Personnel Administrator
 Responsibilities included all aspects of personnel administration at the division level. Recruited, hired, and conducted
new employee orientation, administered salary and benefit plans, resolved employee relations issues, consulted with management,
and administered corporate policies and procedures.

ELECTRONIC DATA SYSTEMS – Plano, TX 1985 - 1987

Human Resources Analyst
 Responsibilities included development and analysis of management turnover reports, cost analysis,
development of retention strategies, analysis and recommendation of corporate staffing requirements, and other
human resource analysis and reporting requirements.

EDUCATION & PROFESSIONAL DEVELOPMENT

M.S. Industrial & Organizational Psychology ▪ North Texas State University, Denton, TX
B.A. Psychology ▪ Auburn University, Auburn, AL
Six Sigma Black Belt ▪ Six Sigma Green Belt ▪ Certified Compensation Professional
PMP – In Process

COMMUNITY INVOLVEMENT
Rockwood School District Long Range Planning Committees:
- Chaired Human Resources Long Range Planning Committee 3years (from 2002 to 2009 school years)
- Participated on Student Achievement Long Range Planning Committee (2005-2006 school year)
- Participate on School Climate Long Range Planning Committee (2006 – 2009 school years)