Debra Green
Senior Director
Quick facts
Contact center expert
Thought leader in customer interaction strategy across channels (mobile, text, contact center, IVR, branch and store)
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Desired customer experience and efficiency are not mutually exclusive!
Debra Green is a Senior Director with Alvarez & Marsal in Chicago and is a leader of East Customer Strategy practice. Ms. Green's primary focus is on customer interaction management, the customer experience, and channel optimization.

With more than 30 years of financial services, banking, telecom and cable and outsourcing experience, Ms. Green 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.

Prior to joining A&M in 2005, Ms. Green spent seven years with two of the Big Five consulting firms, where she served as a leader and senior manager on CRM services teams. Ms. Green was responsible for leading engagements to assist clients in developing strategy, process and enabling technologies for delivering customer centric sales and service.

Before becoming a consultant, Ms. Green worked in sales and service at TCI / AT&T Broadband, where she was responsible for the consolidation and migration of customer service, inside sales, collections, and dispatch operations to a new Regional Call Center. Ms. Green began her career at Household International, where she held various leadership positions, including VP Division General Manager for Mortgage and Consumer lending and SVPPrivate Label Credit Card Division. Ms. Green’s consulting clients have been leaders in the Insurance, Financial Services, Cable and Telecommunications, Health Care, BPO and Retail industries.

Ms. Green attended the University of Connecticut and was selected to continue her education at the Household International Career Development Center, Executive Education Series. She completed a master's level program in business administration at the University of North Carolina Graduate School Of Business Administration, American Financial Services (AFSA) program. Ms. Green is mentor in WICT Dana Thompson Mentoring Program, an executive advisor to the Chicago WICT Board.

Ms. Green served as the Chicago Chapter president in 1999 and was honored with the WICT Chicago “Breaking the Mold Award”. She is a member of the Society of Consumer Affairs Professionals, the National Telemarketing Association and the Woman’s Executive Network, Chicago.