Debra Russell work email
- Valid
Debra Russell personal email
Debra Russell phone numbers
Experienced customer service professional specializing in directing and leading customer contact centers. Expertise in designing performance metrics, business processes, and quality monitoring systems to support customer satisfaction. Familiarity with various contact center technologies designed to improve performance.Focus on advising, developing, directing, and assisting in performance of employees and business and reducing customer effort.• Specific expertise in contact centers, management, staffing, customer service, operations, labor relations, coaching, quality assurance, training, vendor management, and outsourcing.• Industries of consulting focus include contact center, retail, wireless, government, healthcare, outsourcing, customer service, and any business with a focus on developing people and customer satisfaction.•Developing strategies to improve customer experience through reducing customer effort.•Assessing contact center technologies to improve operational efficiency.
Propoint Global Solutions
-
Director Of Technical And Customer SupportPropoint Global Solutions Nov 2019 - Present
-
ConsultantRussell And Stryker Consulting, Llc Jul 2015 - Nov 2019ArizonaOur focus is on workforce optimization for businesses with a customer service focus. The company offers training specifically designed for contact centers ranging from wireless, retail, health and utilities. Along with training, the company creates quality assurance programs designed to develop people and enable them to offer first class service. Debra Russell and Beverly Stryker are a team that have proven to be innovative in the areas of quality and training. There is also expertise in optimizing performance through workforce management, metrics, reporting and employee engagement with the goal of reducing customer effort and improving customer satisfaction.
-
Director, Customer Response DivisionSeattle Public Utilities Jun 2009 - Jun 2015Greater Seattle AreaDirect the Joint Utility Contact Center for Seattle Public Utilities and Seattle City Light. The contact center responds to customers regarding their electrical service, water, drainage, food and yard waste, and recycling. The contact center responds to telephone inquiries, email and online service forms, and correspondence. Current technologies are used to assist agents with these requests including customer relationship management (CRM), workforce management (WFM), including media blending technology,quality assurance software monitoring and reporting, knowledge base, IVR, and speech analytics. -
Director Of SupportWdsglobal Mar 2007 - Mar 2009Kirkland, WaResponsible for directing customer support for Wireless Data Services, an outsourcer of contact center business in North America. WDS provides technical wireless support, Level 3. Managed multiple contact centers for customers including Verizon, AT & T, and T-Mobile. Provided direction to customer support for quality assurance, workforce management, budget, training and staffing.Oversaw staffing of additional center in Boise, Idaho from start up to 800 agents in 5 months. This also included hiring the management of the center which included Trainers, Operations Managers, and agents.· Worked closely with Human Resources, Facilities and Information Services to ensure a smooth launch. -
Director, Customer Contact CenterStarbucks Coffee Company Mar 2002 - Mar 2007Seattle, WaDirected three business lines of the Customer Contact Center at Starbucks Coffee Company including Starbucks Card, Public Relations, and Warranty Services. Developed a cost per call model for business units. Directed development of first training program for the contact center. Recruited and hired trainer and QA manager to lead effort to identify and implement Quality Assurance software and monitoring program. Managed dynamic staffing requirements for holiday promotions. Worked with team to architect Customer satisfaction survey. Performed extensive benchmarking with competitive companies.Received Manager of the Quarter Award and Coffee Master. -
Executive DirectorWestern Wireless Corporation 1992 - 2002Bellevue, Wa
Debra Russell Skills
Debra Russell Education Details
-
Public Administration/Political Science -
Political Science And Government
Frequently Asked Questions about Debra Russell
What company does Debra Russell work for?
Debra Russell works for Propoint Global Solutions
What is Debra Russell's role at the current company?
Debra Russell's current role is Contact Center Operations and Customer Experience Consultant.
What is Debra Russell's email address?
Debra Russell's email address is de****@****ast.net
What is Debra Russell's direct phone number?
Debra Russell's direct phone number is +120631*****
What schools did Debra Russell attend?
Debra Russell attended Washington State University, University Of Arizona.
What are some of Debra Russell's interests?
Debra Russell has interest in Social Services.
What skills is Debra Russell known for?
Debra Russell has skills like Leadership, Vendor Management, Customer Experience, Program Management, Management, Team Leadership, Call Centers, Call Center, Training, Process Improvement, Telecommunications, Cross Functional Team Leadership.
Not the Debra Russell you were looking for?
-
2rightstepsforkids.com, rightstepsforkids.com2 +163055XXXXX
-
Debra Russell
San Francisco, Ca -
Debra Russell
Santa Ana, Ca2teachfx.com, yahoo.com1 (949) 6XXXXXXX
-
Debra Russell
Carlisle, Pa3carlisleconstructionmaterials.com, comcast.net, carlisleccm.com
Free Chrome Extension
Find emails, phones & company data instantly
Aero Online
Your AI prospecting assistant
Select data to include:
0 records × $0.02 per record
Download 750 million emails and 100 million phone numbers
Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.
Start your free trial