Tonia Houghton

Tonia Houghton is the Engagement Director at CU Engage. Tonia has over 20 years of experience in management and quality assurance. Tonia started their career at Fiserv, where they were the Quality, Process and Client Experience Manager. In this role, they were responsible for partnering with the Vice President of Professional Services, Directors, and all other levels of the Professional Services organization to ensure standard processes were implemented across all groups and major work categories. Tonia also led major improvement projects and facilitated team collaboration efforts across the division, other business units, and with vendors.

In June 2018, Tonia left Fiserv to join CU Engage as their Engagement Director. In this role, they are responsible for developing quality processes and performance metrics to ensure client experience is optimal and revenue goals are met. Tonia has already made an impact at CU Engage, designing new processes that have resulted in $3.1M in Savings in Annual Administrative Costs. Tonia has also created a unified set of tools allowing leadership to view and analyze time leaks, waste, and productivity. Additionally, they have implemented audit processes that have allowed the recognition of 12,000+ hours of billable time that was previously miss-categorized.

Tonia Houghton has attended many schools throughout their educational career. Some of these schools include the NAFCU School of Management, Lending University, and Ithaca College. Tonia has also received certification from the American Association for Lean Six Sigma in Lean Six Sigma Green Belt.

Their manager is Jennifer Addabbo, Co-Founder & CEO. Tonia Houghton works with Justine Bennett - Corporate & Financial Administrator, Vikki Wagner - Marketing Manager, and Aaron Kwan - Director, Business Development.