Bridgette Jones Email and Phone Number

Responsible for customer service, both domestic and international and charged with creating a centralized function to ensure all customers have a uniform customer experience. Duties include daily operations for the US of (19) agents in Goleta, CA and oversight of outsourced operations consisting of (21) agents based in Manila, Philippines.KPI Projects assigned: - To understand and assess customer support needs for the US/and Outsourced Philippine Operations. To identify opportunities for growth and improvement in current state model for US/PHL & Canada Customer Service. - To understand and assess the needs of International customers and present a business model and project plan to build a customer service function with focus beginning on Japan, Korea, Australia and Germany.

Coordinator for the (JJAC) Juvenile Justice Advisory Committee State Grant. Responsibilities include: - Oversight and management of the JJAC State grant- Monthly activity invoicing and data reports to State Requirements- Implementation and administration of JJB youth programs- Facilitation of Restorative Justice Peacekeeping Circles,- Coordinating Strategic planning for JJAC Board- Holding Community outreach presentations to Government, County Commissioners, OCJJB, and the AAMA. - Managing subcontracts for youth program providers including hiring of contract employees. - Recruiting volunteers to support youth programs.Coordinator for the (JJAC) Juvenile Justice Advisory Committee State Grant. Responsibilities include: - Oversight and management of the JJAC State grant- Monthly activity invoicing and data reports to State Requirements- Implementation and administration of JJB youth programs- Facilitation of Restorative Justice Peacekeeping Circles,- Coordinating Strategic planning for JJAC Board- Holding Community outreach presentations to Government, County Commissioners, OCJJB, and the AAMA. - Managing subcontracts for youth program providers including hiring of contract employees. - Recruiting volunteers to support youth programs.SKILLS & ABILITIESPeople, process improvement, project management, administration, strategic planning, developing high performing work teams, grant writing and grant management, advocating for youth programs that promote resiliency in youth and families.

Consultant for Suneva Medical, located in San Diego, CA working on contracted project. Responsibilities included working as part of an implementation team to understand and document current state business processes for Customer Service, Sales Support, Inside Sales and Field Sales in order to implement these same processes in Salesforce.com. Deliverables include the creation and design of Written Work Instructions for Current processes and their Future State (in Salesforce).

Consultant for Healthy Kids Program in Otero County New Mexico. Worked to launch program for Health Council in Alamogordo, NM promoting active lifestyle and healthy eating in fight against obesity for children and families in Otero County, NM. Responsibilities included working with the local Health Council, Public School system, Parks and Recreation department and key business stakeholders to implement a program for the State of New Mexico in Otero County.

Worked as Consultant to Apollo Endosurgery assisting with design of Customer Service Function to support the LAPBAND product acquired from Allergan, INC. Responsibilities included a 30 day current state study to benchmark, create and implement a project plan for the US. Worked with 3rd Party Vendors to establish an outsourced Customer Service Function for Canada, Europe and Australia. Additional duties included writing supporting Work Instructions and Standard Operating procedures and working with the selected 3PL to design an Interactive Voice Response system for customers in Europe.

Established Consulting company working locally in New Mexico handling Customer Service business processes and small projects. Worked as Administrator for (Non-Profit) New Hope Church in Alamogordo,NM; designed work instructions for Church Gifting and handled administrative duties in support of Church Pastor and FGBC for the Southwest Region.

Responsible for daily operations of Customer Care Center. Direct management of Customer Care team of 25+ CCR's, (3) Supervisors, and (1) Trainer. Team handled order processing for Field Sales Team of 60+ and direct orders from external customer base. Managed business processes and Customer satisfaction for Allergan Medical Breast & Health (LAPBAND) products. Lead cross functional efforts to improve service delivery across all customer touch points. Recruited, hired and developed high performing Customer Service team.