Bridget Barrett Email & Phone Number

Charlotte, North Carolina Area

• Provides direct management of 3 Inbound Contact Center Supervisors. Indirectly manages 40 Inbound Contact Center Representatives who assist new and existing customers with requests, while increasing revenue and.
• Contributed to 91% Inbound revenue growth YoY. (2015-2016)
• Established KPIs resulting in 8% conversion improvement and 4% service level improvement.
• Develops departmental performance and… Show more Provides direct management of 3 Inbound Contact Center Supervisors. Indirectly manages 40 Inbound Contact Center Representatives who assist new and existing customers.
• Develops departmental performance and behavioral guidelines.
• Owns scheduling and forecasting.

Greenville, South Carolina Area

• Provided overall direction, corporate vision, and communication to team of 10-15 Banking Specialists on a daily basis to drive efficiencies and raise the bar on legendary customer experiences.
• Developed, coached, and motivated employees to achieve personal and team production goals resulting in consistent achievement of measured Key Performance Indicators.
• Monitored effectiveness through side-by-side and remote call observations to guarantee legendary customer service was provided and… Show more Provided overall direction, corporate vision, and communication to team of.
• Monitored effectiveness through side-by-side and remote call observations to guarantee legendary customer service was provided and compliance goals were met.
• Assisted with the implementation of company policies, procedures, and practices ensuring compliance to all regulations.
• Evaluated employee performance and prepared action plans procuring consistent achievement of desired targets.

Charlotte, North Carolina

• Led team of 10 to 15 loyalty representatives in reducing churn and retaining revenue for high-speed internet, access lines and entertainment services.
• Coached representatives on quality of call center interactions to improve customer experience and net promoter score.
• Handled payroll, help desk tickets, performance statistics, performance management, daily coaching and motivation. Other duties as assigned.
• Managed efficiency of online representatives by ensuring adherence to… Show more Led team of 10 to 15 loyalty representatives in reducing churn and retaining revenue for high-speed internet, access lines and.
• Managed efficiency of online representatives by ensuring adherence to schedules, length of customer interactions and protection of company revenue.
• Engaged employees in company vision to promote an improved company culture.

Charlotte, NC

• Directed team of sales and service representatives to increase revenue by offering high speed internet, entertainment, CPE and phone products.
• Handled payroll, help desk tickets, performance statistics, performance management, daily coaching and motivation. Other duties as assigned.
• Developed and ensured adherence to call quality guidelines promoting a positive customer experience.
• Provided instant feedback on how to improve close rates on sales in efforts to achieve and exceed… Show more Directed team of sales and service representatives to increase revenue by offering high speed internet.
• Provided instant feedback on how to improve close rates on sales in efforts to achieve and exceed monthly goals. Consistently met and/or exceed monthly sales and efficiency goals.
• Developed and executed daily promotions to keep team motivated to sell.

Charlotte, NC

• Listened to 20 sales and service specialist, loyalty specialist and new sales specialist calls per day and coached specialists on interactions to drive desired behaviors, increase revenue and improve Net Promoter Score.
• Scored calls based on quality assurance guidelines.
• Provided feedback to representatives and supervisors attaining congruent coaching messages.
• Developed new quality forms and definitions as need.
• Developed and executed promotions to increase quality scores… Show more Listened to 20 sales and service specialist, loyalty specialist and new sales specialist calls per day and coached specialists on interactions to.
• Developed and executed promotions to increase quality scores.

Charlotte, NC

• Served as loyalty specialist, handling 40 to 50 customer accounts per day using retention techniques to retain revenue.
• Provided exceptional customer service and ensured first call resolution.
• Assisted with billing explanations; adding and removing products and services; and troubleshooting repair issues.
• Followed call flow to ensure good quality scores and met goals consistently.
• Consistently met and/or exceeded sales and productivity goals.
• Promoted to Monitor/Coach.

Concord, NC

• Greeted customers, built rapport, and took orders while ensuring quality customer service.
• Established good base of regular clients.
• Was promoted to bartender as well as trainer, headwaiter, and Key Manager.
• Traveled to Cary and Hickory, North Carolina to help open new Carrabba's restaurants.
• Trained new employees on company expectations.
• Collected money from servers and determined nightly deposits.

Biology, General

High School Diploma, Advanced Placement Classes