Darian Dorsey

Chief Of Staff, Office of Consumer Response
Consumer Financial Protection Bureau

Darian Dorsey is the Chief of Staff for the Office of Consumer Response at the Consumer Financial Protection Bureau. She joined the Bureau in late 2010 as a member of the U.S. Department of Treasury Implementation Team. Since then she has been involved in every major facet of the strategy, design, and development of the Office of Consumer Response, including recent expansions of the Bureau’s Consumer Complaint Database.

Prior to joining the Bureau, Darian lead the implementation of Recovery Act reporting efforts at the U.S. Department of Treasury’s Community Development Financial Institutions Fund after serving as a research project manager at IFF, a nonprofit community development financial institution.

Darian graduated with honors from the University of North Carolina at Chapel Hill and attended the University of Chicago’s Harris School of Public Policy Studies as a McCormick Tribune Leadership Fellow, graduating with a master’s degree in public policy.

Check out the incredible speaker line-up to see who will be joining Darian.

Download The Latest Agenda

Customer Experience Culture & Engagement

Friday, May 6th, 2016

12:05 PANEL: Identify, Capture, Resolve: Developing An Effective Complaint Management Program

This panel will look at the importance of establishing a formalized complaint management process at your organization and how to run it effectively. Panelists will address:

How to establish a complaint management process and who should own it
Examples for how to effectively and efficiently capture customer complaints
Ideas around governance and oversight—how do you ensure that everyone has a line of sight to the information and how do you engage leaders
How to report on it and how to share the date in an impactful way
How do you prevent it through managing the proper KPIs