Debbie Mitchell Email & Phone Number

London, Gb

Responsible for leading Barclays BCUS Customer Care Operations for Customer Core Care, Customer Excellence, and Customer Response. These areas include Core Care Voice Servicing, Non-Voice Servicing, Bilingual, Elite Servicing, Customer Resolution, Customer Retention, Tier 1 and Tier 2 Escalations, Office of the President – Tier 3 Escalations, Legal and Subpoena, Operations Desk, Document Management, Consumer Lending, and Deposits. • Improved Social Media response time from over 2 hours to less than 6 minutes. • Increased tNPS and CSAT results for partners to an all-time high (92 tNPS score for critical partners) with over a 30% increase across all partner relationships. • Increasing employee engagement by 7% in one quarter setting new employer of choice standard. • Identified workflow backlog of 50k+ cases, resolving opportunity within 30 days with zero critical issues.

Chicago, Illinois, Us

Set goals and objectives to fulfill the mission of RMHC in delivering those goals for the charity that creates and supports programs to directly improve the health, education, and well-being of children throughout Nevada. Since my involvement with the Board, we have met all fundraising goals (over $5mm for the 2nd Ronald McDonald House) and implemented new programs to enhance our services to the community.

Mclean, Va, Us

Led a large, global operations Collections/Customer Service team of internal and supplier employees handling calls from 80M customers and delivering high-touch service to a critical segment of Capital One’s branded, co-branded, and private label credit card portfolio for customer resiliency collections and escalations operations. • Managed over $100M annual budget to successfully build high-performing teams with an improvement from 48% to 93% employee sat, while simultaneously achieving 28-point increase in customer satisfaction. • Served as the General Manager of the Las Vegas campus and focused on site associate engagement, diversity and inclusion, community relations, communications, and workplace solutions. • Received the highest company award (Circle of Excellence) for exceptional leadership in building and overseeing the work-at-home strategy and migration that became the enterprise standard.

Redmond, Washington, Us

Led Product launch readiness for the $19B Cloud and Enterprise organization and ensured zero critical issues while partnering on launch readiness for Windows, Visual Studio, Office, and others. • Managed IT ecosystem to ensure all lines of business had proper forecasting and capacity for product launches and delivered the required capabilities (ensuring 99.999% service levels for 350mm+ global users). • Served as the enterprise corporate leader for Women in Technology, responsible for improving and promoting women in the workplace, acting as a vital leader across the Diversity and Inclusion initiative.

Redmond, Washington, Us

Designed and deployed the Global Customer Experience Response Management organization. • Drove breakthrough performance improvement for time to resolution (TTR) metric, raising historical performance from 54% to 99%, improved customer satisfaction to an all-time high of 181, and drove dissatisfaction down to 5%. Receiving Gold Star award (Microsoft’s 2nd highest award). • Managed response and communications for all critical/catastrophic system failures and prevention for the global enterprise of 120K employees and hundreds of millions of customers.

Redmond, Washington, Us

Led the Microsoft Launch Excellence approach and developed launch readiness criteria, customer and partner scenarios, risk management methodologies, and materials. • Responsible for the overall strategic planning and leadership of the Lean Six Sigma initiative and community – identifying, training, and certifying over 1000 candidates, achieving $200mm in cost saving and revenue improvements.

Hartford, Ct, Us

Designed and deployed process improvement projects across the 18K-employee organization.• Led the introduction and adoption of Lean Six Sigma Methodologies across the enterprise.• Led the transition and evolution of the traditional quality audit team by creating a new ground-up-organization dedication to driving continuous improvement across the enterprise.• Planned, developed, organized, implemented, directed, and evaluated land improvements that delivered $60M in annual hard dollar savings across a $220M spend.

San Antonio, Texas, Us

Oversaw all aspects of the call center operation, developed and delivered training that elevated employee skills and supported the company’s mission and vision, and ensured a high performing team.• Managed the strategic relocation and transition of over 400-person operation that successfully moved operations over 1K miles while preventing negative impacts to critical customer experiences.• Deployed workflow management process improvements resulting in a 34% improvement in staffing efficiencies and corresponding improvements in customer satisfaction and employee satisfaction.• Received Employee of the Year Award, 1999.

Bs, Business Administration: Management

Executive Leadership Certification, Business, Management