Debbie Barth
Leonard,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
Work History
Sr. Operations Manager
Bank Of America
Plano
03.2015 - Current
- Oversaw workforce management planning, volume predictions and capacity planning.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
Business Support Lead
Bank Of America
Plano, TX
11.2011 - 03.2015
- Conducted regular performance evaluations for direct reports, providing constructive feedback aimed at professional growth and development opportunities.
- Improved customer satisfaction ratings by implementing efficient troubleshooting methods and providing timely resolutions.
- Assisted in recruiting process by interviewing candidates while assessing their technical knowledge as well as customer service abilities.
- Tracked key performance metrics to monitor team effectiveness, identifying areas for improvement and implementing targeted strategies.
- Managed workload distribution among team members based on skillset, ensuring optimal utilization of available resources for maximum efficiency in issue resolution.
US Trust Customer Service
Bank Of America
Plano, TX
07.2011 - 11.2011
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Collaborated with team members to improve overall response times and service quality.
- Served as a liaison between customers and other departments within the organization, ensuring seamless coordination in addressing client needs.
Property Claims Customer Service
Bank Of America
Plano, TX
10.2010 - 07.2011
- Enhanced customer satisfaction by promptly addressing and resolving claims inquiries.
- Conducted thorough research and analysis to accurately assess claim validity, minimizing financial risks for the organization.
- Developed strong professional relationships with clients by consistently providing reliable information and assistance throughout the entire claims process.
- Provided comprehensive explanations of policy coverages, enabling customers to make informed decisions about their claims.
Customer Service Representative
Bank Of America
Plano, TX
11.2009 - 10.2010
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Skills
▪ Analytical Thinking
▪ Attention to Details
▪ Data and Trend Analysis
▪ Compensation Analysis
▪ Research
▪ Strategic Thinking
▪Financial Management
▪ Budgeting
▪ Consulting
▪Benchmarking
Timeline
Sr. Operations Manager
Bank Of America
03.2015 - Current
Business Support Lead
Bank Of America
11.2011 - 03.2015
US Trust Customer Service
Bank Of America
07.2011 - 11.2011
Property Claims Customer Service
Bank Of America
10.2010 - 07.2011
Customer Service Representative
Bank Of America
11.2009 - 10.2010