Deb Rouse Lankford Email & Phone Number

Wilkesboro, Nc, Us

Sugarland Tx

Atlanta/West Palm Beach

As Director I develop, analyze and report business intelligence (BI) data. The data is used by company management, government agencies, news media and academics. The data supports strategic planning, process improvement, fund-raising, resource management, tracking financial trends and program evaluation using outcome data. My responsibilities include oversight of the company BI data warehouse and data governance plan. As Director, I am responsible for departmental budgets, vendor management and ROI analysis. Directing consumer financial research has required protocol development, adherence to project milestones and delivery of aggregate analysis of program data, demographics, outcome results, client feedback, credit attributes and environmental economic indicators.

Atlanta/West Palm Beach

As Vice President, I was responsible for creating and implementing the quality assurance strategy. I led all activities associated with client feedback mechanisms (surveys, complaints, compliments, call monitoring and file audits). Training and policy and procedure oversight were other key functions of my job. I communicated the results of quality assurance initiatives and process improvements by conducting monthly quality improvement meetings for more than 100 managers. I also produced a monthly bulletin about QA initiatives, operational changes, training opportunities and client feedback results. I performed departmental strategic planning, budgeting, and HR functions. A Learning Management System (TMS and later Cornerstone) was the primary tool used to manage training, establish job core competencies and improve processes. As manager, I responded on behalf of the CEO and Board of Directors to escalated customer concerns, complaints reported to the BBB or media, and threats of legal action. I managed the agency audit program that evaluated the performance of 350+ employees. I also guided department leaders in developing and implementing corrective action plans, process improvements and staff training. I personally trained more than 100 managers on the audit program.

Phoenix, Az

As Vice President, I developed the infrastructure for and directed the following: information technology department, data processing, the call center and transaction processing for more than $10 million in monthly disbursements.

Phoenix, Az

As Vice President, I directed the IT department, software development, the call center, data entry, back-office processing, client retention efforts and partner relations. I was also responsible for personnel management, department budgets and agency revenue projections.