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 performance ~ Assist in the development of new Standard Operating Procedures (SOP) to improve productivity ~ First point of contact for Resident escalations ~ Performed full managerial duties, including interview, hiring, terminations, disciplinary actions training, annual reviews ~ Implemented the “Buddy System” for the daily scheduled breaks and lunches ~ Helped to implement a check in system using 2 Kiosks for Residents to check in when visiting the Business Center

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 of responsibility within the Financial Aid Department. Demonstrates productive management techniques and consults with Operations Manager to implement processes. Frequently interacts with internal and external resources at multiple levels. Effectively directs subordinates to attain desired results. • 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•Train Financial Aid Counselors / Default Prevention Counselors on company systems and software such as LiveVox, Talk Track, Loan Tracker and CampusVue•Monitor and provide feedback on employee performance•Conducted monthly One on One meetings with direct reports•Provided quality assurance on a daily basis to agents and Operations Manager•Process payroll for agents

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• Developed and implemented cross training process for all Monitoring Center Operators

• 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 20 employees. Oversaw staff responsible for successful resolution to customer complaints that were escalated to Corporate level.• 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• Consistently exceeded department’s previous benchmark goals• Developed and implemented ongoing technical training for group