Debbie Funkhouser Email & Phone Number

Bowie, Maryland, United States

Bowie, MD

Bowie, MD

Operations manager supporting both internal and external customers. Management responsibilities include: customer communications, online banking services, debit card services, quality review of customer data, compliance oversight for customer file maintenance, analyzing procedural impact and recommending process improvements, participating in client and.

Security Clearance: Confidential/Public TrustFunctional operations manager at Baltimore Data Capture & Processing Center for 2010 Census (subcontractor of Lockheed Martin).

Responsible for all aspects of business and management for inbound customer service contact center receiving 22,000 calls per month, with a staff of over 30 team members, supporting retail and commercial accounts.

Primary liaison between business unit managers and Information Technology with responsibility for workflow documentation, selection of processing options, procedure documentation, training and post-implementation review and support. Performed feasibility analyses for project requests, prepared and presented project proposals, served as project manager for.

• Responsible for all aspects of business and management for call center receiving 75,000 calls per month, with a staff of over 60 people and 10 managerial team members and an annual budget of $2.5 million.
• Restructured department into teams that improved support to frontline employees and customers
• Extended call center hours of operation to 24 hours, 7 days a week with no increase to salary expense
• Revised staffing levels and schedules to reduce abandoned call rate from 12% to 5%, with ASA of 20 seconds
• Re-evaluated job responsibilities; developed position descriptions, performance level expectations and compensation levels for call center staff reducing turnover by 25%