Tabatha Durfey
Council Bluffs,IA
Summary
Dynamic leader with a proven track record driving digital transformation and enhancing customer experience. Expert in workflow optimization and cross-functional collaboration, achieving a 20% boost in service speed. Renowned for strategic planning and fostering strong client relationships, consistently exceeding performance expectations.
Overview
17
17
years of professional experience
Work History
First Vice President – Director, Support Operations
American National Bank
Omaha, USA
12.2020 - Current
- Spearheaded digital banking product design and implementation, enhancing customer experience and operational efficiency resulting in CSAT scores of 4.8 of 5 and Net Promoter Scores of 9.78 of 10.
- Leader of design and execution of consumer customer experience.
- Directed successful migration to new core system and online banking platform, managing surge in customer inquiries post-conversion.
- Built tiered training and career pathing programs, improving employee retention by 20%+.
- Director of multiple departments: Customer Service, Consumer Collections, Proof/Items Processing, Lockbox, and Bookkeeping - ensuring compliance and accuracy in daily operations.
- Implemented contact center communication delivery system, work queue management system, call notation standards, streamlining processes and boosting productivity resulting in 20% improvement in speed of service and first contact resolution.
Site Director & Director of Operations – Financial Services
Alorica (formerly West Asset Management)
Omaha, USA
08.2010 - 12.2020
- Grew revenue from $2.5M to $8M annually through operational excellence and client relationship management.
- Improved gross profit margins by 10% YoY via process efficiencies and attrition reduction.
- Strategic changes to inventory management leading to 15% gain in market share YoY driving $2 million increase in revenue.
- Led a team of 250+ employees, including managers, supervisors, and support staff.
- Managed Receivables Management and Collections for 12 different clients as a BPO provider.
- Won Supplier of the Year (2017) and Outstanding Director Award (2015) for exceeding client expectations and driving profitability.
- Developed and executed Business Continuity Plans and strategic project initiatives across multiple lines of business.
Team Lead – Property Loss Department
Sterling National (formerly ZC Sterling)
Lincoln, USA
07.2008 - 08.2010
- Directed associates to boost productivity, manage time, and improve accuracy through strategic coaching and mentorship.
- Engineered, structured, and executed training initiatives and resources to enhance team development and meet client expectations.
- Directed management of homeowners’ insurance claims across various mortgage companies, maintaining compliance and high-quality service standards.
- Joined forces with leadership to discover and implement process enhancements, efficiency gains, and accuracy improvements.
- Designed and maintained tracking tools and spreadsheets to analyze production levels, call handle times, and team performance.
- Fostered and strengthened effective relationships with mortgage lending clients to enhance satisfaction and ensure operational success.
Education
Bachelor of Science - Business Administration – Human Resources Management
College of Saint Mary
Omaha, NEHigh School Diploma -
Lewis Central Community School District
Council Bluffs, IASkills
- Workflow optimization and process improvement
- SLA management and compliance oversight
- Multi-channel support and complaint resolution
- Quality assurance and operational efficiency
- Recruitment and onboarding strategies
- Retention strategies and HR compliance
- Digital transformation and product implementation
- Cross-functional collaboration and client relationship management
- Budgeting and forecasting for revenue growth
- Cost control in digital banking operations
- Customer experience design and training development
- Strategic planning and data analysis
Awards And Community Involvement
- Outstanding Director Award (2015)
- Supplier of the Year (2017)
- Six Sigma Training
- Multiple awards for preferred employer and service provider
- Contact center culture committee and community fundraising leader
- TeamMates Mentoring Mentor
- Volunteer with Stephens Center
- Habitat for Humanity volunteer
- United Way Volunteer
- Booster Club Board – Lewis Central Community Schools
- Youth Sports Coach
Affiliations
- Six Sigma Training
- TeamMates Mentoring Mentor
- Volunteer with Stephens Center
- Habitat for Humanity volunteer
- United Way Volunteer
- Booster Club Board – Lewis Central Community Schools
- Youth Sports Coach
Accomplishments
- Outstanding Director Award (2015)
- Supplier of the Year (2017)
- Multiple awards for preferred employer and service provider
- Contact center culture committee and community fundraising leader
References
References available upon request.
Timeline
First Vice President – Director, Support Operations
American National Bank
12.2020 - Current
Site Director & Director of Operations – Financial Services
Alorica (formerly West Asset Management)
08.2010 - 12.2020
Team Lead – Property Loss Department
Sterling National (formerly ZC Sterling)
07.2008 - 08.2010
Bachelor of Science - Business Administration – Human Resources Management
College of Saint Mary
High School Diploma -
Lewis Central Community School District