Debbie E. Bond Email & Phone Number

Greater Memphis Area

• Responsible for coordinating and developing programs to improve partnerships with various community groups through crime prevention, community service functions and raising public awareness.• Development and implementation of community educational partnerships with groups to include Neighborhood, Worship and Business Watch Coalition and Citizen Police Academy Alumni (Ambassadors); serves as liaison with Memphis Police and community groups.• Researches, plans, develop, and coordinate programs to initiate crime prevention, community interaction, and partnerships with the MPD; prepares and presents educational programs and ensuring community organizational performance..• Ability to communicate with diverse groups as well as other staff members; plan and/or attend regular and community meetings. Flexible work schedule due to meetings and other events.• Recruiting and training for startup of new watch groups while administer all community groups in designated areas; organize and conduct monthly or quarterly meetings.• Educate, enhance and empower various groups to ensure positive crime prevention within community. • Apply leadership skills promoting communication, ethical behavior, and quality performance• Continuous implementations of community practices, encourage team building, and mentor inferior organizations/communities.• Communicate effectively with culturally diverse audiences using a variety of formats and technologies• Assess and develop performance measures, feedback, and coaching that facilitates community development• Employ self-reflection and mindfulness of individual and cultural differences when interacting with others

Fields Operations Center East(Atlanta)

• Worked in challenging environments with homeowners, businesses, state, and local government personnel, and FEMA following a natural disaster. Deployed to Atlantic County, NJ from November 2012 through May 2013 to help with Hurricane Sandy recovery efforts.• Used skills in emergency management, customer service, and accounting to help homeowners and businesses to rebuild, serving as a liaison to insurance companies. • Served as key customer resource for people needing answers to financial questions pertaining to their homes and businesses. Interviewed customers and applied financial analysis to determine whether to issue loan application, and assisted borrowers with closing of unsecured/secured home or business loans.• Interviewed and counseled applicants submitting documentation, assisting them with meeting paperwork requirements required by SBA.• Assisted with financial documents, including tax returns, income statements, schedules of liabilities, and balance sheets for individuals and businesses, having closed $1 million in small business loans.Working with various financial documents such as tax returns, income (profit and loss) statements, schedules of liabilities and balance sheets for individuals or businesses.Performing financial or credit analysis.

Greater Memphis Area

• Booked and offered recommendation to travelers on destinations, preparing transportation arrangements, and hotel accommodations.• Developed sharp customer service, problem solving, and lead-generating skills to grow business. • Maintained accurate customer records and personal accounts, including quotes, commissions, billing and payments.

Greater Memphis Area

• Developed sharp attention to detail and analytical skills solving challenges by resolving complex issues for 25 to 30 customers daily. Resolved technical issues for people with financial and tax challenges.• Processed tax forms and directed customers through proper procedures for obtaining refunds. Set up installment agreements for repayment.• Created work schedules for ten local departmental call center agents.

Greater Memphis Area

• Served as a mentor for non-traditional students working on undergraduate degrees. Conducted needs assessments to help adult students to transition into online and classroom learning by developing relationships with faculty members and advocates.• Mentored students through career exploration and life skills development, facilitating weekly meetings for several months. Prepared stimulating educational materials to reinforce their learning experience.• Evaluated students’ academic needs and goals and submitted retention reports to the university administration.

Greater Memphis Area

• Evaluated call center scheduling and staffing trends to optimize cost effectiveness, operational efficiency, and deliver quality service. Tracked, analyzed, and reported performance data on key departmental initiatives. • Monitored call center metrics (queues, volumes, after call time, talk time, hold times, abandonment rate,website and IVR usage) to assist with forecasting of calls and staffing needs.• Assisted new call-center set up supporting company's goals and objectives, making sure that calls were properly routed, assigning extensions, matching voicemail to phone lines, and backing up system each month. • Facilitated new hire training with prepared materials and programs to deliver exceptional customer service in a rapidly changing telecom environment.

Greater Memphis Area

• Designed, planned, organized, and directed orientation and training for customer service new hires.• Redesigned phone system for over 150+ employees during the transition to a new facility. • Assisted with strategic planning in the customer service environment to assign phone numbers, extensions, voicemail with transition meeting time-sensitive goals. Trained staff on new phone system operation.• Prepared weekly, monthly, and quarterly call center progress reports for management. • Collaborated with colleagues to coordinate processes and projects.

Masters Of Science, Management

Working On My Doctor Of Business Administration, Leadership

Planned dissertation is: Improving Customer Service within a Call Center.

Master Of Science (Ms), Business Administration And Management, General, 3.0

Bachelor Of Arts, Business Administration; Management