Bridgett Mcbean Email & Phone Number

Middletown, De, Us

New York, United States

New York, New York, United States

First point of contact for incoming phone calls from union members to answer questions, clarified procedures, and gave directions.Escalated calls to the appropriate union department for more complicated issues that required personal attention.Emailed members information about their supplemental health benefits, including prescription drugs, dental and optical services.Assisted members with navigating the UFT website to submit online Change of Status requests for name changes, address changes and family profile updates along with supporting documentation.Submitted requests for union forms and documents to be mailed to members.Documented calls by creating detailed notes in Salesforce case management system.

Cherry Hill, New Jersey, United States

Advised participants in health and welfare plans, retirement plans, flexible spending and health savings accounts, employee development and other HR programs.Resolved complex client-specific inquiries and escalations through telephone, web correspondence, and online chat and mail.Reviewed images of paperwork from plan participants to determine eligibility for requests and submitted electronic transactions according to client, client-specific rules, and IRS regulations and guidelines.Explained the appropriate participant forms and provided guidance on completion.Documented calls by creating detailed notes in case management systems.

East Brunswick, New Jersey, United States

Managed the day-to-day operations of the Release Engineering Department. Coordinated the delivery schedules, work assignments and worked closely with Account Managers, developers, and off-shore cross-functional teams to manage deployment dependencies.Worked with SCRUM Master to coordinate and schedule deployments of software patches to customer environments.Participated in requirements gathering, design, and code reviews of tools that automated and improved the deployment process 30%.

Maintained and ensured quality of software code entered in the Perforce code repository. Compiled, assembled and delivered source code into finished products or other software components.Deployed new software releases, enhancements and bug fixes to internal and external customer environments.Packaged and electronically delivered software code to customers. Reviewed installation logs and validated installations were completed successfully. Triaged and resolved installation errors and escalated more complex problems to Development teams.Created checklists, knowledgebases and published articles for departmental use. Documented build and deployment procedures for internal and external customers. Trained and mentored new Release Engineers.

Directed and coordinated resources for annual OASIS software upgrades. Worked closely with customers to plan for new project initiatives, work requests and coordinated resources for support needs.Managed the customer relationship for Terminal Server hosted (ASP) and licensed customers. Led the day-to-day project activities and collaborated with the IT and Development teams for additional support when needed.Reviewed and approved timecard entries and invoices. Managed profitability of customer maintenance and support contracts, billable services, and prepared cost estimates for software enhancements.Launched web-enabled problem tracking system that allowed customers to become self-sufficient improving customer satisfaction 40%. System Administrator; handled password administration, new user setup and end-user training.

East Brunswick, New Jersey, United States

Established a formal Help Desk within the Customer Service Department increasing productivity 60%.Managed a Help Desk team of six and assigned service requests to engineers. Configured and setup user accounts for problem tracking system. Trained employees and customer end-users on system use.Created statistical reports for management documenting the performance of the help desk personnel. Provided weekly problem tracking status reports to customers.Attended and prepared meeting and presentation materials for annual OASIS Customer Group. Developed, maintained and distributed the Customer Service Satisfaction Survey.