Katie Derbyshire
Wilmington,DE
Summary
Dynamic Project Manager with extensive experience at JPMorgan Chase, specializing in operations management and team leadership. Proven track record in enhancing customer experiences and optimizing processes, including a successful career progression initiative that improved retention rates. Skilled in agile project management and analytical problem-solving, driving impactful results across diverse teams.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Project Manager, Transfer Experience
JPMorgan Chase
Wilmington, DE
10.2024 - Current
- Created framework to embed customer feedback in product design and implementation, guaranteeing comprehensive stakeholder participation and input throughout process
- Assessed customer feedback to identify areas for optimizing the transfer experience through management of over 100 million monthly transactions
- Engineered taxonomy for categorizing complaints by themes and subthemes to identify customer needs
- Deployed call volume metrics to assess customer motivations for contacting the call center about their transfer experience
Senior Project Manager, Associate Relations
JPMorgan Chase
Wilmington, DE
11.2021 - 10.2024
- Supported and guided senior leaders in Associate Relations to enhance team efficiency within their current landscape.
- Completed an extensive global review of all AR related policies; including identifying and removing out-dated policies, strengthening investigative processes, and optimizing BOT capabilities to automate when possible.
- Introduced and implemented a career pathway for Associate 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.
Project Manager, Contact Center Support
Capital One
Wilmington, DE
06.2019 - 11.2021
- 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.
- Made changes to existing call listening model to measure customer satisfaction from our call center associates.
- 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, Retail Bank
Capital One
Wilmington, DE
02.2017 - 06.2019
- 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.
- Made changes to existing call listening model to measure customer satisfaction from our call center associates.
- 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.
Senior Sales Coach
ING Direct/Capital One
Wilmington, DE
01.2014 - 02.2017
- Cultivated and developed a group of talented team leaders to effectively supervise day-to-day activities at the DE contact center, overseeing up to 200 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 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.
Education
Bachelor of Science - Political Science And Government
University of Delaware
Newark, DESkills
Operations Management
Team Leadership
Agile Project Management
Manager training and development
Report generation and analysis
Analytical problem solver
Resolution-oriented
Certification
- CAPM - Certified Associate in Project Management
- Strategic Leadership
- Behavioral Based Interviewing
- Core Leadership Skills for People Managers
- Managing Projects & Priorities
- Managing Within the Law
Timeline
Project Manager, Transfer Experience
JPMorgan Chase
10.2024 - Current
Senior Project Manager, Associate Relations
JPMorgan Chase
11.2021 - 10.2024
Project Manager, Contact Center Support
Capital One
06.2019 - 11.2021
Operations Manager, Retail Bank
Capital One
02.2017 - 06.2019
Senior Sales Coach
ING Direct/Capital One
01.2014 - 02.2017
Bachelor of Science - Political Science And Government
University of Delaware