Debora L. Barry-O’Donoghue

*** ***** ***** ******, *********, WI 53226

acta1o@r.postjobfree.com 414-***-****

Proven senior leader with over 30 years of customer service management experience; the last 13 in the fast paced contact center environment. Expertise with recruitment, retention, and human resource policies and procedures. Responsibilities include on-boarding new employees, training, leadership development and team engagement. Accountable for budgeting, staffing, creating and executing strategies to develop high performing teams.

Skills:

Leading and Senior Management experience

Coach, Trainer, Developer

Human Resource Responsibilities

Exceptional Customer Service Skills

Mentor, motivator

Excellent written and verbal communication

Able to influence key stakeholders

Works well in fast paced environment

Strong analytical skills

Responsible and accountable

Experience:

Vice President, Regional Service Manager/Assistant Site Director Oct 2002- Aug 2015

U.S. Bank West Allis, WI

Managed a team of 10 Customer Service Managers responsible for the day to day operations of the 24 hour Banking Site, including coaching and development of a team of 200 contact center Personal Bankers.

Responsible for human resource activities beginning with talent acquisition, retention, and development.

Implemented and monitored tracking and performance measurements.

Exceeded all metrics including measuring Customer Experience with internal and external monitors, monthly sales goals, and average handle time.

Managed the operations of the site including planning, budgeting, training and scheduling department activities. Created and facilitated training programs for all leadership levels.

Executed Human Resources programs and policies including team engagement.

Employee Engagement officer. Reviewed and recommended new methods and procedures to make daily operations more efficient. Facilitated Collaborative committees with employees for process improvements.

Involved with onboarding of new bankers through interviewing, training and transition to team.

Three time Pinnacle award winner as top RSM of the department

Assistant Vice President. Market Manager Sept 2001-Oct 2002

U.S. Bank Milwaukee, WI

Managed a team of 5 Branch Managers responsible for customer experience and market growth of their respective urban areas.

Involved in the hiring, training and performance of the sales and service teams at each office.

Managed Human Resource interactions

Responsible for business retention and development.

Bank Officer. Branch Manager April 1991-Sept 2001

U.S. Bank Milwaukee, WI

Managed a team of Personal Bankers and Tellers in various locations within the U.S. Bank footprint.

Established and maintained relationships with individual and business customers. Exceeded branch balance sheet goals.

Provided recommendations to meet customer financial goals.

Examined, evaluated and processed loan applications.

Networked within communities to find and attract new business.

Recruited staff members and oversaw training programs.

Education:

Bachelor of Arts: Criminal Justice Major May 1983

Indiana University Bloomington, IN

Excellent verbal and written communication

Able to influence key stakeholders

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