Deb Caruso Dubois Email & Phone Number

West Des Moines, Iowa

Established quality & productivity metrics for both individual & team performance. Managed team to exceed all metrics which were evaluated annually and increased accordingly. Team performance consistently exceeded expectations.Created a virtual contact center using existing technology (VPN, VOIP, and web based CRM) to ensure business continuity during adverse events such as inclement weather and power outages. Evaluated existing call center platform and proposed upgrade to enterprise solution. Obtained quotes, drafted proposal, and obtained approvals from Senior Leadership. Designed new system to provide skills based routing and internal and external crisis communication options. Worked with external implementation manager to install system. Documented complete call flow process (former and current) using UML protocol. Managed all aspects of consumer contact platform upgrade including documentation of all custom reports. Identified system requirements and worked with IT Dept. to ensure all user systems were compatible or upgraded prior to implementation. Created email protocol to accommodate individual brands. Proposed and obtained approvals for system enhancements including external surveys and contact review. Worked with Marketing Dept. to evaluate existing consumer programs. Proposed discontinuation of programs with limited ROI. Proposed and implemented coupon programs to reward loyalty and incent new consumers to purchase the brands.Created and produced call center and consumer data reports for all corporate divisions including call volume, ASA, handle time, abandon rate, product and corporate complaints, inquiries, and product suggestions for the pipeline.

During this time I co-managed a 2 phase software development project using DSDM methodology to create and implement a new SQL server database to track registrations for the Professional Education department. I worked closely with Professional Education stakeholders, the IT development team and an external vendor. Responsibilities included the creation of functional specifications, post-migration data validation, and user acceptance testing of new internal and external data interfaces. The project budget was in excess of $345,000 and was completed $75,000 under budget. As the registration team’s manager, I analyzed and streamlined existing processes, created policies and procedures and created a resource manual. I restructured my department to improve career paths and employee development.I also evaluated new technologies, obtained quotes and approvals, and managed the implementation of new applications. One of those applications resulted in bringing mail list management in-house and resulted in a savings of > $70K in the first year.

Education record

As/Bs, It, Technical Management

Activities and Societies: National Honor Societies - Delta Mu Delta, Phi Theta KappaRelevant coursework in Information Technology: Systems.