Debra Dimarco

Biography

Debra DiMarco is a Senior Director with deep experience in customer interaction management, the customer experience and channel optimization. With more than 20 years of financial services, banking, retail, telecommunications and cable, and outsourcing experience, Ms. DiMarco is skilled at motivating and directing results-oriented, quality-focused teams within fast-paced, customer-driven organizations. She is accomplished in strategic market consolidation and capacity planning, contact center outsourcing, customer relationship management (CRM) strategy development, process analysis and redesign, contact center optimization, business and technical requirements definition, technology utilization, and organizational design and implementation. Ms. DiMarco’s project experience includes directing contact center due diligence efforts for multiple private equity (PE) clients and identifying areas of opportunity for both revenue enhancement and cost takeout. She led a successful project for a global insurance company focused on improved customer retention as well as expanded shared services to enable a lower cost to serve. Additionally, she remediated a struggling systems, applications and products (SAP) and Salesforce.com implementation that caused a significant backlog and contact / call volumes in the back office and the contact center (both insourced and outsourced), which resulted in escalating costs and customer defections. The project reduced the backlog, improved collections productivity, optimized automated payment options, and redefined performance drivers and processes to improve efficiencies and effectiveness. Ms. DiMarco also re-engineered a branch office network for a subprime mortgage services company, turning full service branches into “sales / origination centers” and consolidating “back-end servicing” into new centralized centers. Prior to joining A&M in 2005, Ms. DiMarco spent seven years with two of the Big Five consulting firms, where she served as a leader on customer relationship management (CRM) services teams. Ms. DiMarco attended the University of Connecticut and the Household International Career Development Center Executive Education Series. She completed a master’s program at the University of North Carolina Graduate School of Business Administration, AFSA program. She is a mentor in the WICT Dana Thompson Mentoring Program and an executive adviser to the Chicago WICT Board. She was honored with the WICT Chicago 2008 “Breaking the Mold Award.”

Research Interest

Debra DiMarco has 20+ years of financial services, banking, telecommunications and cable, retail and outsourcing experience. Thought leader in customer experience interaction strategy across channels (contact center, mobile, text / SMS, IVR, web, branch and store) East Region leader for Customer Experience Strategy and Execution Strong capabilities in contact center design and management