Debbie Haas Email and Phone Number

Responsible for managing the global operations and continuous improvement of Chase Home Lending technical support center with 120 agents supporting over 40,000 Chase employees, along with managing projects and assuring training needs are addressed to assure minimal impact to the customer and support center. •Led 3.5 million dollar global expansion project of a new support center and was able to met the implementation deadline and exceed the expected business requirements on implementation date, metrics, and quality and customer satisfaction.•Developed all SOP’s, agent KPI’s, SLA’s and OLA’s US/off shore teams•Manage 1.5 million dollar a month budget along with vendor staffing contract•Detailed analysis of over 80,000 issues per month to identify patterns, root cause and lead the charter for resolution•Determine cost impact per issue and create ROI case to influence development changes•Analyze and determine appropriate performance indicators for the team, managers and agents and consistently meet all KPI’s and business objectives •Continuous analysis of agents and managers to assure productivity, quality and customer satisfaction goals are met•Provide technical and business logic, along with impact analysis to project teams and engineers, related to new applications, infrastructure and image deployments•Provide detailed requirements and logic flows to developers and assisted in designing a custom ticketing system which also incorporated knowledge, quality and customer surveys •In-depth analysis of Philippine culture to better understand their work style, skill set, training and HR differences to assure hiring the proper resources•Mentor and direct staff on career path planning including, skill set enhancement, business process and communication skills and delivery methods•95% pass rate of internal audit of Support Center processes. This is the highest obtainable score with manual processes in place•Detailed understanding of COBIT

Manage the day to day operations of Technical Helpdesk, Billing Helpdesk, and Installation teams to achieve increased productivity and customer satisfaction.•Created and implemented processes and procedures for technical and billing helpdesks that resulted in 90% closed first contact ratio, abandon rate under 5% and average speed of answer 30 second or less•Developed SLA’s for customers which increased staff productivity and customer satisfaction•Analyzed, designed and implemented VoIP phone system including IVR flow and reporting•Developed custom solution that reduced install support calls from 25 minutes to less than 10 minutes•Implemented customer focused campaigns and surveys to better understand customer needs•Modified current ticketing system to better support the business and new processes implemented•Goal setting and career development along with reviews and mentoring

• Renegotiated all vendor contracts saving over $300,000 per year• Managing new process for customer that saved our company over $500,000 this year alone• Managing $500,000 nationwide Help Desk consolidation project• Investigated and recommended soft-phone solution with an initial savings of $40,000 more expected each year due to elimination of outdated equipment• Consolidated 6 Concentra helpdesk's into one central location minimizing staff, overhead and facility costs.• Full project planning and implementation • Tool analysis, purchase and implementation• Trending, problem analysis, proactive resolutions for issues• Agent analysis and performance documentation• Proactively implement solutions to known issues• Provide daily, weekly and monthly statistical analysis to each business unit supported