Deborah Nowicki Email and Phone Number

Prepared and delivered consistent, accurate, and timely reporting and analysis to help drive the organization to deliver core metrics. Established processes to measure progress toward objectives. Provided fact based, value-added analysis. Drove cost reductions through productivity improvements and reduction of rework.• Developed a training compliance report to verify timely review of newly released product training materials, resulting in other organizations identifying a need for this report and adapting it into their processes.• Improved Customer Satisfaction results 5% year-over-year by focusing on root cause analysis and establishing and monitoring action plans.• Delivered consistently accurate reports in a deadline driven environment while maintaining a keen eye for detail, earning the trust and respect of the lead team.• Recipient of the 2008 Crown Club Excellence Award – the company’s most prestigious award for demonstrating the determination to meet and exceed assigned goals.

Provided financial management and internal consulting for executive management team including annual budget development, monthly/quarterly financial forecasts, cost reduction initiatives, operating plan and target development, and operational reporting of key metrics. • Identified a $500k expense reduction opportunity that significantly contributed to meeting a $2.0M cost reduction challenge. • Facilitated meetings with front-line employees to elicit feedback and develop improvement plans based on the annual Employee Attitude Survey results.• Received the 2006 Excellence Award from the VP for maintaining timely, accurate and actionable reporting.

Developed call center operations budgets and forecasts followed by identifying and implementing appropriate measures and targets that resulted in achieving budget and attaining proposed reductions. Also utilized the workforce management tool and other known load drivers to produce work schedules outside of the norm to accommodate emergencies and unexpected requirements to ensure service agreements were met. • Achieved annual expense cost reductions of $2.5M by partnering with executive management to establish and manage cost reduction initiatives.• Developed the most accurate forecasts on the team by achieving only 4% variance to actuals. • Identified inappropriate accounting of product costs and worked diligently with revenue accounting to resolve this on-going issue, resulting in costs being applied to the proper platform.