Barbara Bridges Email & Phone Number

Loveland, Colorado, United States

Laguna Woods, California

~ Manage a team of 13 Representatives. Oversee the Business Center which includes 7 CSR’s who cover the windows for face-to-face interactions at the Community Center where the HOA is located. In addition, 1 Work Flow Schedule and 2 Dispatchers. ~ Managed/Co-Manage a team of 14 Call Center Representatives ~ Monitor and provide feedback on employee.

Santa Ana, California

• Manage the staff within the Financial Aid Department. Hires, trains, schedules and develops Zenith staff including the performance evaluation process. Regularly reviews reports monitoring the performance of their area.
• Partner with other Call Center Management to develop staffing strategies and tactics to prevent accounts from defaulting
• Conduct candidate interviews with other Managers throughout the selection process to maximize fit within the organization
• Lead a team of 10+ Financial Aid Agents as well as Default Prevention Agents.
• Knowledge in Loan Tracking and Talk Track systems along with LiveVox dialer system
• Assist in the development of new Standard Operating Procedures (SOP) to improve production and departmental morale

Irvine, CA

• Managed a team of 10 Monitoring Center Operators including 1 Lead. Co-manage 25 operators
• Process payroll for Operators
• First point of contact for customers with escalated issues
• Monitor and report on daily/monthly phone stats and call audits.
• Perform full managerial duties, including interview, hiring, terminations, disciplinary actions, training, annual reviews and monthly one on ones with direct reports
• Maintained ISO 9001 Standard certification

• Monitored and reported on daily/monthly phone stats. Responsible for all actions of support center including phone stats, escalations, etc.
• Managed a team of 12 support professionals and co-managed team of 30 support analysts
• Performed full managerial duties, including interview, hiring, terminations, disciplinary actions, training, annual and mid year reviews
• Worked with IT department to design and set up new queues for a more efficient call routing
• Managed weekly scheduling of analysts
• Consistently meet department team goals over the past 24 months

• Oversaw Advanced Customer Care Team. Primarily handled all Presidential/Corporate customer escalations
• Responsible for departmental hiring/terminations, annual reviews, disciplinary action, client escalations, etc.)
• Handle all Better Business Bureau complaints
• Assisted with transitioning of outsourced call center, moving the Texas operations to Canada
• Manage Averatec's outsourced call center in Canada (30 agents)
• Responsible for all call center duties including phone stats, complaints, etc.

• Full supervisory responsibility (departmental hiring/terminations, annual reviews, disciplinary action, client escalations, etc.) for two customer contact work groups (one retail and one quality survey team) totaling.
• Responsible for activities of Carrier Compliance Coordinator
• Maintained company databases for quality surveys and predictive dialing software

Irvine, CA

• Full accountability for project management of all sound/video system installations for company’s largest client (250+ locations)
• Responsible for “one-time business” billing of < $125,000 monthly (annualized $1.5M)
• Troubleshot client service calls to assess customers’ true service needs

Greater Seattle Area

• Account/Project Manager:
• Accountable for maintaining positive customer relations with one of company’s largest national accounts (900+ locations)
• One-year company-requested relocation to Orlando, Florida to manage 750-location sound system roll-out (completed ahead of schedule)
• Responded to all service/installation issues within 24 hours, ensured resolution within 48 hoursTechnical Services Manager:
• Managed Technical Services Department consisting of 12 representatives
• Created department measurements and standards for first call resolution, talk time, outbound calls, overflow and call abandonment