Deborah A. Bearden

About Deborah A. Bearden

I believe the most meaningful work starts with listening. My passion is creating customer experiences that feel intentional, human, and grounded in real insight—not assumptions. I focus on understanding the full story behind the data and translating it into improvements that genuinely matter to people and the business. I bring a calm, thoughtful approach to customer experience—balancing empathy with clarity, and strategy with practicality. Every day, I lead with purpose, curiosity, and accountability, always aiming to make experiences better than they were yesterday. I start every day my way: with intention, integrity, and passion.Career Highlights:* Developed and implemented performance initiatives, including the Quality Assurance Scorecard, Playbook for Coaching, Coaching Log, Coaching Conversation Cards, CX FAQs and call calibration processes.* Improved employee scorecards and enhanced client experiences by providing consistent guidance and support around coaching strategies and gaining insight into client perceptions.* Led multiple teams and markets in exceeding performance goals, increasing efficiency, and improving accountability by using active listening skills and a powerful conversational framework.* Provided support on how to coach employees by leveraging survey verbatim comments and understanding client perception which resulted in improved employee scorecards and enhanced client experiences.* Created teammate engagement tasks which increased internal motivation and connection while simultaneously improving the client experience

Experience

1. Enterprise Customer Experience Manager

   Simmons Bank

   Sep 2021 — Present · Nashville, TN, US

   Manage voice of the customer program, data collection, analysis, action plan developments for cx improvements and strategic recommendations. Responsible for growing Simmons Bank’s experience management program through data analysis and executing the strategic experience roadmap. • Drive change within the bank to execute the approved experience strategy.• Create, deliver cx training content to ensure high caliber and consistent experiences across channels.• Create, execute continuous communications to convey/track impacts of CX projects.• Recruit and administer a customer focus group panel.• Administer technology platforms related to cx program. Work with IT and vendor to ensure platform availability, improve user experience and functionality.

Education

• Volunteer State Community College

  Associate's degree, Business/Commerce, General

  2003 — 2003