Andi Bridgmon Email & Phone Number

Dynamic operations leader with a proven track record in customer success, strategic process improvements, and high-impact team leadership. Currently overseeing Unemployment Insurance Benefits and Tax, Integrity/Fraud Prevention, Call Center Operations, and Workforce Development Programs with a team of 120+ professionals, I excel in managing complex, cross-functional initiatives that drive operational excellence.Notably, I launched a highly efficient contracted call center within a tight three-week timeframe, achieving over 90% improvement in performance metrics and setting a new standard for service excellence. Through innovative process enhancements, I also significantly improved customer interactions and boosted the timeliness of initial unemployment benefit payments from 72% to 90%, leading to a marked increase in customer satisfaction and workflow efficiency.I specialize in developing and executing detailed project plans in collaboration with leadership, project managers, and stakeholders, ensuring seamless integration of automation and system improvements across both long- and short-term projects. My expertise in optimizing processes is demonstrated by increasing weekly capacity for the Reemployment Services and Eligibility Assessment Program from 150 to 350 seats.With a strong foundation in business process analysis and comprehensive reporting, I am skilled at fostering productive partnerships with state and federal agencies and other stakeholders, ensuring alignment on strategic initiatives and driving successful outcomes.

Listed skills include Customer Service, Training, Team Leadership, Process Improvement, and 15 others.