Deborah Rose
Waltham,MA
Summary
Highly accomplished, creative, and extremely personable Operations & Communications Leader and Relationship Development Specialist. Extensive experience leading teams, retaining quality talent, and successfully aligning people and resources coupled with the unique ability of immediately establishing team and customer rapport and trust. Proven track record of enhancing team performance productivity and exceeding internal and external customer expectations. Core competencies include: Communication and Collaboration, Decision Making, Leadership, Trustworthiness and Ethics, Critical Thinking, Adaptability, Curiosity and Creativity, Emotional Intelligence.
Overview
24
24
years of professional experience
1
1
Certification
Work History
FIRST Tech Challenge Director
InTeaHouse Dba The Robo Hub
01.2021 - 08.2024
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- 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.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
Director of Operations Support
FIRST
01.2008 - 12.2020
- Lead, directed, develop high performing customer service team comprising management and front- line staff
- Developed business model to provide customer service to both internal (programs and cross-functional departments) and external customers (teams, volunteers, parents, youth, et
- Al.)
- Implemented omnichannel service (phone, chat, email, social media) to increase efficiencies (e.g., reduce duplication of efforts) improving both customer and staff satisfaction
- Analyzed performance data and customer interaction results to manage team performance and make improvements to the servicing model
- Identified opportunities to improve customer service through continuous process review and best practice evaluation
- Voice of Customer to senior leadership and strategic business planning; reported on key customer insights in support of organization’s KPI’s
- Created and developed Business and Data Analyst positions to improve business requirements collection and enable organization to adopt data driven model
- Managed Business Analyst team to transition from waterfall business requirements collection to Agile
- Key lead in JIRA ticketing and business planning team to determine resource allocation for critical projects
- Developed and executed plans to meet or exceed budget goals, 19 consecutive years
- Customer facing systems expertise (Ring Central, MyLiveChat, Outlook, FIRST proprietary registration systems)
- Ring Central system adoption; negotiation and implementation
- Engaged employees, managed change, solved a particular problem, reduced costs, implemented a process/system/strategy, secured funding, reduced inventory turns
- Developing and establishing procedures and policies governing customer interactions and the handling of customer feedback
- Data Governance team leader
- Developed strategies for the organization to ensure adoption and compliance and best practices around date (PPI) collection, storage, sharing
- Lead efforts on organization Consent and Release (liability) and Privacy Policy documentation
- Team member and Advocate for Equity and Diversity (ED&I) – member of nascent department developed
- Shared key customer insights
- Worked closely with ED&I staff to ensure customer service ED&I focused
Manager of Operations Support
FIRST
01.2004 - 01.2008
- Handled escalated customer inquiries
- Manage day to day operations for customer service department; staff management
- Travel to FIRST Events including annual FIRST Championships to manage on site key areas of operation
- Project Management on behalf of FIRST’s programs
Operations Coordinator
FIRST
01.2001 - 01.2004
- Front line support staff to handle inquiries for growing organization North America and International
- Travel to FIRST Robotics Competition (FRC) events
- Managed the customer serviced function at each competition event
- Participated in efforts to improve growing customer service department deliverables including business planning for the organization, website improvements, etc
- Project team member for key FIRST projects
Education
Bachelor of Arts - Physics
Wheaton College
Norton, MASkills
- Communication and Collaboration
- Decision Making
- Leadership
- Trustworthiness and Ethics
- Critical Thinking
- Adaptability
- Curiosity and Creativity
- Emotional Intelligence
- Relationship building
- Strategic planning
- Verbal and written communication
- Decision-making
- People management
- Operations management
Certification
Facilitative Leadership professional
Languages
French
Professional Working
Timeline
FIRST Tech Challenge Director
InTeaHouse Dba The Robo Hub
01.2021 - 08.2024
Director of Operations Support
FIRST
01.2008 - 12.2020
Manager of Operations Support
FIRST
01.2004 - 01.2008
Operations Coordinator
FIRST
01.2001 - 01.2004
Bachelor of Arts - Physics
Wheaton College
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