Customer Experience Leader & Quality Assurance Expert
Resume:
*************@*****.***
Wilmington, Delaware 19805
Skills
Interpersonal communication
Quality and Training
Auditing and Compliance
Investigative Research
Accuracy and Detail Oriented
Effective conflict resolution
Professional writing skills
Creative and Critical Thinker
Education And Training
03/2015
Microsoft Office Specialist (MOS):
Delaware Technical Community College
Stanton, DE
09/2012
Six Sigma Green Belt Certification:
Villanova University
Villanova, PA
06/2000
High School Diploma:
William Penn High School
New Castle
Gwendolyn Butler
Summary
Customer Experience Manager with over 20 years of expertise in service delivery, complaint resolution, and quality assurance. Demonstrated success in optimizing operational efficiency through impactful project management and process improvement initiatives. Known for strong leadership and problem-solving abilities, consistently elevating customer satisfaction in dynamic environments. Career objectives focus on advancing service delivery standards across diverse teams.
Experience
Accenture Flex LLC - Service Delivery Ops – Claims Analyst and Support Lead
12/2020 – 10/2025
As Support Lead facilitated Daily Training, provided bridge support to staff, and managed workload distribution. Acted as Team Lead in the absence of the existing Lead.
Assisted staff and leadership through training, account auditing, quality assurance and compliance processes.
Identified areas of opportunities for process improvements and enhanced colleague engagement.
Ensured proper documentation, notification, escalation, tracking and follow up of all claimant contacts.
Utilized the Salesforce Platform to work ~20 complaint cases per day.
Provided Policy and Process Quality Assurance to staff (~3 agents per week).
As Claims Analyst, Handled approximately 20 calls daily ranging from claimant questions to the processing, re-opening and corrections of unemployment insurance applications.
BARCLAYS CAPITAL - Know Your Customer (KYC) Analyst
Newark, DE
01/2015 - 01/2018
Used internal software and LexisNexis to validate client account information through the KYC Refresh process.
Analyzed existing policies for process improvement and regulatory compliance.
I identified numerous process inefficiencies in the evidence file creation process; I was instrumental in implementing training that resulted in a 50%+ decrease in evidence file errors department wide.
Supported Quality team with ad hoc request for urgent remediations to avoid regulatory repercussions.
Developed and facilitated several training forums to share knowledge across teams and enhance colleague engagement.
BARCLAYCARD US - Customer Experience Manager
Wilmington, DE
01/2013 - 01/2015
Collaborated with Partnership, Operations, and Office of the President to drive process improvement, reduce customer complaints, and provide feedback to key stakeholders.
Managed the process of distributing the Monthly Transactional Net Promoter Scorecard (TNPS) scorecard and Daily Colleague Listening Program.
Increased participant engagement by improving and driving efficiency for listening program (i.e., enhanced graphics, allowed 'click and play' which allowed users to listen to daily calls via mobile phones).
Utilized project management and social media skills to launch of the V.O.I.C.E. social media website which provided feedback and a Q&A forum for listeners of the Daily Listening Program.
Through the V.O.I.C.E. website - Identified process breaks to reduce complaints and improve customer experience.
Launched and maintained Customer Experience intranet page which gave visibility into metrics and achievements of Customer Experience team, ensuring key stakeholders ability to review partner-specific complaint data in real time.
Co-managed Magic Moments and Customer Excellence Programs which highlighted employee achievements.
BARCLAYCARD US - Executive Assistant to the Chief Executive Officer of Barclaycard US
Wilmington, DE
01/2012 - 01/2013
Honed organizational skills while providing administrative support to CEO and 12 direct reports.
Daily duties included coordinating with staff to ensure seamless and timely implementation of key meetings, travel, and meetings Barclays Leadership team and counterparts in UK, New York, Germany, and South Africa.
Reduced travel expenses by identifying additional vendors and participating in rewards programs.
Leveraged training skills to create procedure documents to assist in onboarding new hires to the Executive Team
BARCLAYCARD US - Executive Assistant to the Global Chief Operating Officer (GCOO) Process Control Analyst
Wilmington, DE
01/2011 - 01/2012
Provided administrative support to the Global COO Director in addition to his domestic and international direct reports.
Managed daily calendar needs, team building events, and arrangements for weekly and monthly ex-co meetings.
Responsible for organizing and directing on-site and off-site team-building events while operating under budget and on strict project deadlines.
As Process Control Analyst -Performed audit for Soldiers and Sailors Civil Relief Act which identified a high volume of accounts where regulatory controls had not been correctly attributed.
Co-authored the Collections Compliance Matrix document which provided a state-by-state breakdown highlighting various call issues.
Responsible for ensuring Barclay's compliance with the Telephone Consumer Protection Act (TCPA).
BARCLAYCARD US - Senior Account Manager, Quality Control Analyst and Project Trainer (Collections)
Wilmington, DE
01/2006 - 01/2011
As Senior Account Manager- provided inbound and outbound support for accounts in various stages of delinquency (30 to 180+ days).
Supported management through customer escalations and quality reviews for individual collectors.
As the Quality Control Analyst – investigated and resolved written customer complaints and agent triggered complaints.
Leveraged Project Management skills to launch the Close-the-loop process which provided end-to-end transparency for complaint reporting on an individual level.
Reduced written complaints by 12% by identifying numerous inefficiencies in complaint handling.
As Project Trainer - facilitated training to 20 Collection SMEs to pilot program which collected on delinquent accounts in the UK.
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