Kate Derbyshire
Wilmington,DE
Summary
Accomplished high energy senior leader with a focus on strategy and engagement to lead high performing teams. Recognized ability to identify and implement process improvements, influence stakeholders and drive projects towards exceeding goals.
Overview
9
9
years of professional experience
Work History
Sr. Project Manager
JPMorgan Chase
11.2022 - Current
- Supported and guided senior leaders in Employee Relations to enhance team efficiency within their current landscape.
- Completed an extensive global review of all ER related policies; including identifying and removing out-dated policies, providing automation where necessary, and optimizing BOT capabilities.
- Introduced and implemented a career pathway for Employee Relation Partners that would provide more growth and opportunities in an effort to reduce attrition rates.
- Boosted company efficiency through technology upgrades and process improvements such as the migration of our current platforms to ServiceNow
- Implemented a global hybrid/return to work initiative including a corrective action process for noncompliance.
Sr. Project Manager
Capital One
06.2020 - 11.2022
- Directed project execution strategies, contingency planning, and problem resolution with a dynamic team of project managers.
- Led an assessment of our contact center infrastructure to identify areas for improving customer experience and operational efficiency.
- Oversaw budgets for projects, tracked expenses, and timelines and communicated with key stakeholders on milestones.
- Developed and implemented a career progression initiative within the call center, fostering growth opportunities for customer service associates resulting in higher employee retention rates.
- Oversaw the development and launch of an internal Associate Digital Development Program that would assist Associates in becoming more digitally focused.
Operations Manager
Capital One
Wilmington
02.2017 - 06.2020
- Cultivated and developed a group of talented team leaders to effectively supervise day-to-day activities at the DE contact center, overseeing up to 400 customer service associates.
- Implemented key performance indicators (KPIs) to track organizational goal achievement, leading to decreased transfer rates and average handle time (AHT), while improving our Net Promoter score (NPS).
- Generated MBRs and comprehensive operational performance reports for senior executives and stakeholders.
- Assessed existing processes, identified opportunities for improvement and recommended solutions that increased efficiency within the organization.
- Developed and implemented customer service policies and procedures to ensure a consistent and high-quality customer experience.
- Oversaw the development and launch of an internal Associate Digital Development Program that would assist Associates in becoming more digitally focused.
Sales Coach
ING Direct
Wilmington, DE
04.2015 - 06.2020
- Provided guidance and coaching to sales representatives in order to increase their competency and productivity.
- Monitored individual performance metrics such as monthly sales, call volume, and customer satisfaction scores.
- Conducted weekly meetings with the sales team to discuss progress and identify areas for improvement.
Education
MBA - Strategic Leadership
University of Delaware
01.2020
Bachelor of Arts and Sciences - Criminal Justice
University of Delaware
01.2006
Skills
- Operations Management
- Agile Project Management
- Manager training and development
- Leadership Training; Behavioral based interviewing, Core Leadership Skills for People Managers, Managing Projects & Priorities, Managing Within the Law and Integral Matters Live
- Reports generation and analysis
- Analytical problem solver
- Resolution-oriented
Timeline
Sr. Project Manager
JPMorgan Chase
11.2022 - Current
Sr. Project Manager
Capital One
06.2020 - 11.2022
Operations Manager
Capital One
02.2017 - 06.2020
Sales Coach
ING Direct
04.2015 - 06.2020
MBA - Strategic Leadership
University of Delaware
Bachelor of Arts and Sciences - Criminal Justice
University of Delaware
Similar Profiles
PASTELL JENKINSPASTELL JENKINS
Vice President of Operations at JPMorgan Chase, JPMorgan Chase & CoVice President of Operations at JPMorgan Chase, JPMorgan Chase & Co
Supraj CBSupraj CB
Analyst at JPMorgan Chase, JPMorgan Chase & CoAnalyst at JPMorgan Chase, JPMorgan Chase & Co
Noemie VillanuevaNoemie Villanueva
Retail Banking Associate at JPMorgan Chase, JPMorgan Chase & CoRetail Banking Associate at JPMorgan Chase, JPMorgan Chase & Co
Kimberly De La RosaKimberly De La Rosa
Waitress at JPMorgan Chase, JPMorgan Chase & CoWaitress at JPMorgan Chase, JPMorgan Chase & Co
David NatalieDavid Natalie
Sales Representative at PepsiCoSales Representative at PepsiCo