Deborah King Email & Phone Number

Pearl, Ms, Us

Responsible for day to day Credit Contact Center operations by overseeing approximately 100 call center associates and their managers. Partner with my direct team to ensure associates are adhering to all regulatory banking regulations. Judgmental decisioning and underwriting for high dollar credit line assignments on the Saks Fifth Avenue credit card. Manage offline support for marketing and loyalty program for the Saks Fifth Avenue credit card. Support our US and Canadian store teams to ensure our customers have exceptional customer experiences through all channels of communication. Project management of call center initiatives. Support recruiting and retaining top talent for the Credit Contact Center.

Responsible for guiding the Credit Contact Center to achieve improvements in our customer satisfaction efforts and servicing our clients through our SAKSFIRST loyalty program. Manage a team of Quality Assurance, Compliance and SAKSFIRST Analysts.Quality and Compliance analysts are responsible for ensuring our front line associates are adherent to federal banking regulations.

Directly supported the Customer Service survey process by reviewing measures of satisfaction and generated reporting based on the analysis of customer responses. Identified service breakdowns, which empowered leadership to plan strategic service recovery initiatives aimed at increasing customer loyalty. Worked with management team to address and assure quick resolution of service impacting issues.

Was responsible for providing an exceptional customer experience by focusing on leading and providing oversight for all Saks First loyalty related inquiries.