Overview
Work History
Skills
Work Preference
Summary
Certification
Timeline
Generic

Debra Thomas

Hayward,CA

Overview

18
18
years of professional experience
1
1
Certification

Work History

Director of Customer Support Operations

Green Dot Corporation
01.2022 - Current
  • Lead end-to-end support operations for 15+ financial products, including digital banking, tax, and secured credit card programs.
  • Manage omni-channel support strategy across 1,400+ agents, including voice, chat, and self-service platforms.
  • Oversee multiple BPO vendors, partner support functions, and internal workforce planning team to ensure consistent delivery, compliance, and performance across SLAs.
  • Own Salesforce, Twilio, and digital CES tools—partnering with product and engineering to continuously enhance platform performance and reporting.
  • Drove a 22% improvement in CSAT, 18% reduction in complaint volume, and a 15% increase in First Contact Resolution (FCR) over a 12-month span.
  • Led service transformation initiatives including chat self-service rollout, IVR enhancements, and incident management process creation.
  • Collaborated with BI and compliance to build dashboards and reporting for leadership and regulatory use.
  • Developed operational playbooks and SOPs to unify service delivery and cross-functional alignment.
  • Partnered closely with new product launches to design scalable support models from day one.

Senior Vendor Manager – Customer Operations

Green Dot Corporation
05.2015 - 01.2022
  • Oversaw BPO vendor performance across multiple call centers, holding partners accountable to service levels, quality, and compliance metrics.
  • Led coaching programs, action planning, and continuous feedback loops to improve vendor execution and customer outcomes.
  • Directed support for tax products, prepaid programs, and secured cards, including process rollouts during peak seasons and regulatory change.
  • Managed incident response and communication during outages and high-impact events, ensuring timely resolutions and partner alignment.
  • Collaborated with product and engineering teams to launch new products and features, ensuring operational readiness and training across all support teams.
  • Led process improvement efforts that enhanced efficiency and accuracy, including improvements to knowledge management, escalation handling, and agent tooling.
  • Delivered vendor-specific insights and reporting to senior leadership to guide investment, risk assessment, and partner strategy decisions.

Customer Support Manager

AccountNow (a division of Green Dot Corporation)
02.2007 - 05.2015
  • Managed call center operations across onshore and offshore agents, escalation teams, specialty services, training, and QA.
  • Directed international vendor operations and site visits, ensuring consistent performance and strong vendor relationships.
  • Spearheaded process optimization initiatives to streamline workflows, enhance agent productivity, and reduce resolution time.
  • Led training programs and quality monitoring to boost agent performance and improve the customer journey.
  • Acted as escalation point for high-priority issues and complaints, with a strong track record of resolution and root-cause elimination.

Skills

  • Trend detection and analysis
  • Team building and training
  • Cost reduction strategies
  • Develop policies
  • Decision-making
  • Professionalism
  • Performance evaluations
  • Adaptability
  • Financial oversight
  • Interpersonal skills
  • Customer service
  • Cross-functional team management
  • Problem-solving
  • Forecasting
  • Hiring and onboarding
  • Process improvement
  • Performance improvements

Work Preference

Work Location

Remote

Summary

I’m a customer support leader with deep experience managing large-scale operations across fintech and banking, including secure credit cards, tax products, and digital banking platforms. I currently oversee support for 15+ products and 1,400+ agents, with a strong focus on vendor performance, partner satisfaction, and operational excellence.

I thrive in fast-paced, high-impact environments—whether it’s leading incident response during product outages or driving automation projects that improve efficiency and customer experience. I’ve built and scaled WFM functions, launched chat self-service options and optimized IVR, and collaborated cross-functionally to reduce complaints and boost first contact resolution.

What drives me is building strong teams, solving complex problems, and delivering great customer experiences at scale.

Certification

  • AI for Customer Service Managers, LinkedIn Learning
  • Organizational Leadership, Northwestern University via Coursera
  • Lean Six Sigma Yellow Belt, Kennesaw State University via Coursera
  • Salesforce Trailhead Admin, In Progress
  • Customer Service Leadership, LinkedIn Learning
  • Executive Leadership, LinkedIn Learning
  • Omnichannel Customer Service Strategy, LinkedIn Learning
  • ITIL 4 Foundation, Planned

Timeline

Director of Customer Support Operations

Green Dot Corporation
01.2022 - Current

Senior Vendor Manager – Customer Operations

Green Dot Corporation
05.2015 - 01.2022

Customer Support Manager

AccountNow (a division of Green Dot Corporation)
02.2007 - 05.2015

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Debra Thomas