1. 1
DEBORAH WALKER
915 West State Lehi, UT 84043
Phone: (801) 722-8941
E-Mail: deborahwalker17@yahoo.com
QUALIFICATIONS SUMMARY
Accomplished, results oriented business process professional with over 19 years of experience in
Customer Service Management and Call Center Management. Strong in troubleshooting, customer
service and technical support of call centers,and in managing and training staff to address customer
needs. Learns and adapts quickly to a dynamic changing environment.
 Detail Oriented
 Strong Technology Skills
 Business Process Improvement
 Credit Card Customer Service
 Government Security Clearance
 Customer Relationship Management
 Strong Interpersonal Skills
 Excellent Communication Abilities
PROFESSIONAL EXPERIENCE
C3 CONNECT, Salt Lake City, UT 2010- present
Operations Manager
Responsible for the day-to-day management of call center activities to meet quality and production
expectations of clients and C3 standards of excellence in answering inbound and outbound calls and
email.
 Member of the management team involved in the start-up of a new outsourcing call
center business, starting with clients servicing health care customers and then
diversifying to other clients in other industries.
 Managed up to 15 supervisors directing up to 400 associates in a 15hr/7day operation while
consistently exceeding performance and quality expectations.
 Selected and led management support team and help a new client develop training and
prepare operations objectives, as well as methods for tracking and reporting.
 Interviewed and hired staff as needed.
 Assisted agents at testing centers as they completed the state insurance test and applied
for the state license.
 Worked with payroll to develop a check and balance tracking system for exempt employee time
off.
 Worked with IT to develop a database to keep records and scan employee files.
 Selected to trouble-shoot at another call center and offer solutions to improve processes.
 Flexible in moving between assignments of various clients and their requests at short notice.
 Leader of management group working to standardize best practices and procedures at the four C3
call center sites in the U.S.A. and at severalinternational sites.
 Developed supervisors by training new supervisors on responsibilities and expectations, and
assisting experienced supervisors develop career planning to further their careers.
 Point of contact for corporate quarterly audits. Performed site audits monthly of employee files
for the various lines of business.

2. 2
VANGENT, Sandy, UT 2009- 2010
Operations Manager
Member of the management team involved in the start-up, management, transition and closing of a
temporary call center for the 2010 U.S. Census.
 Managed 13 supervisors directing 250 associates in an 18hr/7day operation while consistently
exceeding performance and quality expectations.
 Created and managed an employee data base to track employment history for the 400 employees
that worked in our call center during the project.
 Acted as communication liaison for new temporary employee assignments non-exempt staff,
product line staff and management.
 Escorted visitors and VIPs on tours of the building.
 Reviewed, revised, maintained and directed employee training programs.
ADVANTA BANK CORPORATION,Salt Lake City, UT 1998 - 2009
Customer Service Team Manager
Responsible for monitoring, motivating, and coaching employees to ensure production and quality
objectives were achieved. Evaluated Advanta policies and procedures/processes to determine quality and
effectiveness, and presented ideas and suggestions for improvement.
 Supervised and coordinated activities and workload for up to 30 employees in various forms of
communications: inbound calls, outbound calls, e-mail and correspondence.
 Participated in the establishment of a second call center, training new managers and staff on
Advanta’s policies and procedures.
 Created and updated Advanta’s operating procedures as necessary. Developed an online
handbook to ensure consistency of operations in the CARE, Customer Service and New Accounts
departments.
 Developed training materials, conducted training and oversaw training of front line employees in
quality and production standards.
 Worked directly with other departments to meet special needs of customers including establishing
a language team for Spanish-speaking customers.
AT&T UNIVERSAL CARD,Salt Lake City, UT 1993 - 1998
Customer Service Supervisor
Directed and coached a team of 20 customer service telephone associates on attendance, production and
quality results. Managed various projects and served on various committees to assist the company in its
success. Joined the new Business Credit Card team shortly after its formation and acted as liaison
between the Utah and Florida sites. Oversaw the Business Cards Specialists, hired internal employees and
oversaw their training.
EDUCATION
 Bachelor’s Degree in Business Westminster College of Salt Lake Summa Cum Laude.
 AT&T Manager Training course certified.
 Advanta manager classes including over 25 on-line classes from the Harvard School of Business.
TECHNOLOGYSKILLS
 Proficient in the use of Microsoft Office products and operating systems.
 In-depth knowledge of Advanta systems including FDR.
 Knowledgeable in AT&T Universal Card systems including TSYS, and AT&T specific programs
and functions.
 Experienced in the use of call center systems such as CMS for tracking and monitoring calls.