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 building/maintaining strong relationships with all of our lending partners. •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 with requests, while increasing revenue and building/maintaining strong relationships with all of our lending partners. •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 behavioral guidelines.•Owns scheduling and forecasting.•Makes hiring decisions.•Administers performance management as necessary.•Develops and executes sales incentives.•Manages relationships with internal and external partners.•Licensed Loan Officer - NMLS ID: 1539246 Show less

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 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 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.•Conducted performance reviews as required.•Elected to interview team and participated in the selection of new staff members acquiring top talent.•Earned Rising Star Award February 2015 for consistently driving team to improved results. Show less

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 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 schedules, length of customer interactions and protection of company revenue. •Engaged employees in company vision to promote an improved company culture.•Developed employees to help reach maximum potential and career goals resulting in 5 direct reports receiving internal promotions.•Assisted marketing department with developing new loyalty tools cutting an average of 60 seconds of handle time.•Trained new hires on Windstream processes and procedures assuring accurate information was provided to customers. •Developed and ensured adherence to call quality guidelines promoting a positive customer experience.•Utilized and coached to consultative sales and retention techniques generating sustainable revenue growth.•Conducted interviews and made hiring decisions to improve employee attrition and acquire top talent.•Served as subject matter expert on any new systems and/or products assuring peers'​ and co-workers' understanding.•Resolved escalated complaints and service issues by partnering with engineering and assignment. Acted as main point of contact for the customer, followed up regularly and ensured satisfaction before closing out the complaint.•Assisted with order entry issues confirming accuracy and shortening handle time.•Designed contests and promotions ensuring high employee morale and increased revenue retention.•Achieved top yearly performing supervisor for 2012 and 2013. Top monthly performing supervisor for eight months of 2012 and three months of 2013. Show less

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, 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 monthly goals. Consistently met and/or exceed monthly sales and efficiency goals.•Developed and executed daily promotions to keep team motivated to sell. •Maintained commission and corrections. •Promoted to Loyalty Supervisor. Show less

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 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. •Attended weekly calibrations with other monitor coaches to ensure similar scoring.•Attended weekly staff meetings to address any issues faced on calls with other members of management. •Increased quality scores by over 5% MoM for Loyalty department.•Maintained record of improvements and declines in quality and quickly notified management of any trends or issues.•Promoted to Supervisor Customer Care. Show less

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. •Served as acting manager as needed.

Biology, General

High School Diploma, Advanced Placement Classes