Debra Russell is a customer service professional with experience in directing and leading Customer Service Operations across a variety of public and private companies. She has expertise in designing performance metrics, business processes, and quality monitoring systems to support customer satisfaction and reduce customer effort. Debra is familiar with assessing various contact center technologies to improve performance and operational efficiency such as CRM systems, Quality Assurance software, Workforce management and speech analytics.

Debra has worked in industries such as retail, wireless, government, healthcare, outsourcing, and customer service, with a focus on developing people and customer satisfaction while improving operations.

Debra is a graduate of Washington State University. She has participated in numerous industry training courses and has delivered presentations on contact center operations to various customer service forums.