Summary
Overview
Work History
Education
Skills
2025 Recipient of the HSA Challenge Coin
Timeline
Generic

Deborah L. Cartier

Sandown,NH

Summary


Knowledgeable leader with a proven history of leading high-performing teams and executing strategic initiatives that drive organizational growth. Successfully directed cross-functional projects that resulted in significant process improvements and operational efficiencies. Demonstrated leadership and communication skills in fostering collaborative environments and delivering impactful results.

Overview

8
8
years of professional experience

Work History

Director Customer Experience

HomeSafe Alliance
02.2023 - Current
  • Overseeing the execution of the start-up 24x7 365 operations, Customer Care omnichannel contact service center
  • In 2 years, onboarded 500+ employees with 85% retention, facilitated 8,000+ customer military relocations, processed 5,000+ claims, and managed 270,000+ customer interactions. (97% CSAT and 98% FCR)
  • Led strategic initiatives to enhance operational efficiency across multiple departments.
  • Developed and implemented policies that improved service delivery and customer satisfaction.
  • Directed cross-functional teams to achieve project milestones within established timelines.
  • Mentored staff, fostering professional growth and enhancing team performance.
  • Analyzed performance metrics to drive data-informed decision-making processes.
  • Streamlined workflows by integrating new technologies, resulting in improved productivity.
  • Collaborated with executive leadership to align departmental goals with organizational objectives.
  • Managed budget allocations effectively, ensuring resource optimization across projects.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
  • Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
  • Facilitated cross-functional collaboration for improved decision-making processes within the organization.

Senior Operations Manager, Customer Service/Success

Wayside Publishing
07.2021 - 09.2022
  • Led the key project of Waysides’ successful acquisition of Fluency Matters, increasing revenue by 3.5 million
  • Managed multi-channel Customer Success, Contact Center, LMS, Digital Adoption, Technical Support, and Logistics.
  • Streamlined operational processes, enhancing efficiency and reducing turnaround times across departments.
  • Led cross-functional teams to implement continuous improvement initiatives, driving operational excellence.
  • Optimized supply chain operations, establishing strategic partnerships with key suppliers for cost savings and improved lead times.
  • Oversee key operational elements: SLAs, client needs, team leadership, productivity, operational challenges, and risk control.
  • Managed operations’ budget and P&L. Driven scalable solutions, focusing on technology and process improvement.

Program Manager, Contact Center Operations/Success

Commonwealth of MA via Contract SaviLinx
06.2020 - 06.2021
  • Successful start-up customer service contact center for the Paid Family Medical Leave Program enacted into law in October 2019.
  • Key project designed and built the PFMLA (contact center) program for the Commonwealth of Massachusetts.
  • Oversee key operational elements: SLAs, client needs, team leadership, productivity, operational challenges, and risk control.
  • Oversee the complete management of specific PWS initiatives, covering budget, schedule, resource availability, and organizational alignment, while ensuring successful project completion and efficient issue management.
  • Led cross-functional teams to deliver program objectives on time and within budget.
  • Streamlined processes, enhancing team collaboration and reducing project timelines.

Customer Success Manager

NWN SaaS Carousel
02.2018 - 04.2020
  • Managed remote multi-channel customer service client center, 365 24/7 support. BPO (Tier 1 - Tier 3, NOC, Command Center)
  • Achieved 100% of Q1 2020 goals supporting sales and service budget of $3.7MM by adoption of OKR /CFR.
  • Oversee key operational elements: SLAs, client needs, team leadership, productivity, operational challenges, and risk control.
  • Lead, mentor, and develop a team of customer experience professionals to achieve high performance and continuous improvement.
  • Improved employee satisfaction by 25% implementing recognition programs and Catchball Methodology.
  • Led onboarding processes, ensuring seamless integration of clients into software platforms.
  • Developed customer success strategies to enhance client engagement and satisfaction.

Director of Contact Center Operations

Southern NH University via Contract Robert Half
06.2017 - 10.2017
  • Successful start-up of the SNHU Inquiry Response Center
  • Scaled multichannel workforce CSRs in customer service. (Recruitment and onboarding)
  • Led contact center strategy development to enhance customer service delivery and operational efficiency.
  • Oversee key operational elements: SLAs, client needs, team leadership, productivity, operational challenges, and risk control.
  • Contract end project resulting in 90% successful transfer rate- 90% + occupancy- 1% abandonment rate exceeding client expectations.
  • Established key performance indicators (KPIs) to measure success and align team objectives with organizational goals.
  • Collaborated with IT on system enhancements, optimizing call routing technology for improved user experience.
  • Developed comprehensive quality assurance programs to ensure consistent service levels across all channels of communication.

Education

Bachelor of Science - Business and Administration

Southern New Hampshire University
Manchester, NH
05.2018

Associate of Science - Criminal Justice

Middlesex Community College
Bedford, MA

Associate of Science - Paralegal

Newbury College
Brookline, MA

Certificate - Building Resilient Teams

Suffolk University
Boston, MA
05.2024

Skills

  • Strategic planning
  • Program management
  • Change management
  • Organizational development
  • Operations management
  • Project management
  • Budget management
  • Contract and vendor management
  • Legal and regulatory compliance
  • Leadership development
  • Performance management
  • Cross-functional team leadership

2025 Recipient of the HSA Challenge Coin

Recognized for my dedication and relentless effort to bring better moving experiences to customers/military members by upholding the core values of service, belonging, responsibility, and excellence.

Timeline

Director Customer Experience

HomeSafe Alliance
02.2023 - Current

Senior Operations Manager, Customer Service/Success

Wayside Publishing
07.2021 - 09.2022

Program Manager, Contact Center Operations/Success

Commonwealth of MA via Contract SaviLinx
06.2020 - 06.2021

Customer Success Manager

NWN SaaS Carousel
02.2018 - 04.2020

Director of Contact Center Operations

Southern NH University via Contract Robert Half
06.2017 - 10.2017

Certificate - Building Resilient Teams

Suffolk University

Bachelor of Science - Business and Administration

Southern New Hampshire University

Associate of Science - Criminal Justice

Middlesex Community College

Associate of Science - Paralegal

Newbury College

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