Customer Experience & Operations Leader

GWENDOLYN BUTLER

Wilmington, DE 302-***-**** *************@*****.***

Professional Summary

Customer Experience and Operations Leader with 20+ years of experience driving operational excellence, customer satisfaction, compliance, and team performance within financial services and operations environments. Proven success leading training initiatives, improving workflows, reducing errors, and resolving complex customer issues. Skilled in cross-functional collaboration, quality assurance, employee development, and process improvement with a strong focus on efficiency and customer outcomes.

Core Competencies

Customer Experience (CX) Operations • Process Improvement • Quality Assurance • Regulatory Compliance • Training & Development • Complaint Resolution • Salesforce & CRM Systems • Data Analysis & Reporting • Cross-Functional Collaboration • Employee Coaching • Operational Efficiency • Corporate Communications

Professional Experience

Operational Support Lead Claims Communications Specialist Accenture Flex LLC

Remote – Newark, DE December 2020 – November 2025

Led weekly training sessions, team huddles, and workflow coordination to improve productivity and operational consistency.

Managed customer complaint cases using Salesforce, ensuring timely resolution and compliance with company standards.

Conducted quality assurance reviews and audits that improved processing accuracy and reduced errors.

Developed training materials, job aids, and internal communications supporting policy and process updates.

Provided coaching and procedural guidance to strengthen compliance and team performance.

Identified process gaps and implemented workflow improvements that increased efficiency and reduced risk.

KYC Analyst Barclays Capital

Hybrid – Newark, DE January 2015 – January 2018

Conducted KYC reviews using internal systems and LexisNexis to validate client information and maintain regulatory compliance.

Implemented training initiatives that reduced processing errors by more than 50%.

Analyzed workflows and policies to improve operational effectiveness and compliance standards.

Supported remediation efforts to reduce regulatory risk and close control gaps.

Customer Experience Manager Barclaycard US

Hybrid – Wilmington, DE January 2013 – January 2015

Collaborated with cross-functional teams to reduce customer complaints and improve service delivery.

Managed customer feedback reporting and translated insights into actionable recommendations.

Led the launch of an internal feedback platform that enhanced communication and engagement.

Developed reporting tools providing real-time visibility into performance trends and customer experience metrics.

Executive Assistant to Chief Executive Officer Barclaycard US

Wilmington, DE January 2012 – January 2013

Managed executive calendars, travel arrangements, and communications for the CEO and senior leadership team.

Coordinated domestic and international meetings across global stakeholders.

Reduced travel expenses through strategic vendor sourcing and cost-saving initiatives.

Created onboarding documentation that streamlined executive team integration.

Executive Assistant to Global COO Legal/Compliance Process Control Analyst Barclaycard US

Wilmington, DE January 2011 – January 2012

Managed executive operations including scheduling, communications, and event coordination.

Conducted SCRA compliance audits and identified accounting gaps requiring corrective action.

Co-authored a compliance matrix outlining state-specific regulatory requirements.

Supported TCPA compliance through monitoring and process improvement initiatives.

Senior Account Manager Quality Control Analyst Project Trainer Barclaycard US

Wilmington, DE January 2006 – January 2011

Managed delinquent accounts and resolved escalated customer complaints.

Performed quality reviews and improved complaint-handling processes, reducing written complaints by 12%.

Led training initiatives for 20+ subject matter experts supporting international collections programs.

Implemented a complaint-tracking process that improved transparency and accountability.

Education & Certifications

Six Sigma Green Belt Certification – Villanova University

Microsoft Office Specialist (MOS) – Delaware Technical Community College

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