Bridgette Mcneal Email & Phone Number

Palm Coast, Fl, Us

Metro Jacksonville

Jacksonville, Florida

Operational support to the SVP of Service and Executive Leadership Team• Strategic leadership Tier-1, Tier-2 and Tier-3 domestic support teams• Business relationship manager for third-party and international contracted support• Reduced field technician dispatch >50% through improved utilization and efficiencies• Developed client success KPIs reinforced by targeted MBO and employee incentives• Successful cross-functional monetization of North American business support infrastructure• Developed standards and practices consistent with on-brand customer service experience• Actively engaged senior sales leadership to foster profitable synergies between sales and service• Developed customer success metrics driven by quantifiable deliverables

Norcross Ga

Provide Strategic leadership across five locations in North America and improve service. Establish team KPIs and work to improve the overall customer experience using LEAN principles. Improved customer experience through strategic coaching initiatives Introduced intuitive selling techniques and increased sales by $150k in 2015Work with distribution and manufacturing leadership to establish service metrics and create positive experiences for customers both internal and externalCreate cradle to grave cross training for improved service at all points of processingLead Project Manager Using Agile and Introduced VOIP technology via Virtual contact Center, as well as quality assurance monitoringLead team to success in 4DX goal planning and improved quality 20% year over yearWorked with Sales leadership to create an atmosphere of collaboration through shared projects and goalsLead Project Manager and Product Owner for Online Ordering system enhancements – drove conversion from 6% to 17% in one yearEstablished cross functional training so that CSRs became SMEs on processes business wide.Worked with operations leadership to streamline CSR processes for improved productivity on the production side.KPI/Metric Goal evaluation and management, Lean Manufacturing, Workforce Management, Strategic Planning, Tenured Contact Center Leadership, Virtual Contact Center ,

Customer Service manager for Tier 2 support team handling escalated CS issues.

Director of Operations for multititle catalog company The Thompson Group.

Manager of Call Center and Retail Customer service for Galls, a division of Aramark - supplying emergency response equipment to the consumer and B2B community.

Utilized CMS Lucent Technology software and TCS staffing software to manage and maintain the staffing at levels required to achieve maximum efficiency in a multi-site,multi-skill business. Maintained the lowest cost per call since the spring of 1997. Met call center service objectives of less than two percent call abandon, less than two percent busy rate, eighty-five percent efficiency, and less than fourteen seconds Average Second Answers (ASA). Coordinated and supported a multi-site, multi-skilled environment for the first time at this business. Successfully handled over 115,000 calls in one week using multi-site outsourcing percentage allocation and DR3 through MCI to handle Brylane's fall peak six-week period

Organizational Leadership

General Education

Business Management

Secondary Music Education

Activities and Societies: Alpha Sigma Alpha, Marching Band, Symphonic BandSecondary Music Education