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
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
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
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
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
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