Porsche Walker
Easton,PA
Summary
Operations Leader with over 13 years of experience in call center operations, cross-functional collaboration, and project and risk management. Proven ability to lead, coach, and empower service teams while providing strong operational oversight. Experienced in governance, stakeholder engagement, KPI development, and performance reporting, with a data-driven approach to analytics, BPO management, and customer experience. Highly skilled in CRM systems and onboarding implementation, with a focus on developing teams, driving efficiency, and consistently meeting business goals.
Overview
12
12
years of professional experience
Work History
Customer Care Supervisor
Firstrust Bank
08.2022 - Current
- Supervised daily operations of a 15+ customer care team members to enhance service quality and efficiency.
- Developed training programs for staff, improving knowledge of banking products and services.
- Collaborated with cross-functional departments (Fraud, Compliance, Collections, IT) to streamline account servicing processes, reducing average handle time by 10% without compromising service quality.
- Analyzed customer feedback to identify trends, driving targeted enhancements in service delivery.
Project Manager, Client Services
KERING Group- Gucci
09.2017 - 08.2021
- Led cross-functional teams to deliver projects on time and within budget.
- Facilitated stakeholder meetings to ensure alignment on project expectations and progress updates.
- Improved client satisfaction by delivering high-quality project outcomes within budget and on schedule.
- Analyzed project performance data to identify trends and drive strategic decision-making.
Client Service Trainer
The RealReal.com
08.2013 - 05.2018
- Facilitated onboarding sessions, ensuring new hires understood company policies and operational standards.
- Led workshops on best practices in luxury retail service, promoting brand values and enhancing team performance.
- Monitored training effectiveness through feedback surveys, adjusting content to meet evolving service standards.
- Enhanced customer satisfaction by implementing effective service training programs for staff.
Education
Bachelor of Arts - Business Management
University of Phoenix
Tempe, AZ06.2026
Skills
- Process optimization
- Efficiency improvement
- Call center management
- Project management
- CRM software expertise
Timeline
Customer Care Supervisor
Firstrust Bank
08.2022 - Current
Project Manager, Client Services
KERING Group- Gucci
09.2017 - 08.2021
Client Service Trainer
The RealReal.com
08.2013 - 05.2018
Bachelor of Arts - Business Management
University of Phoenix