Joann Bridges Email and Phone Number
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Welcome to my profile. I’m JoAnn Bridges, a Training, Development, and Instructional Design Leader who champions teamwork across the CX landscape. My background spans customer service, training, employee development, marketing, product development, call centers, and operations. I achieve organizational goals and enhance customer and employee engagement by fostering strategic partnerships across departments. I’m passionate about solving complex problems, creating win-win scenarios, and driving value by leveraging the right people, processes, and products. I’m known for building global multi-disciplinary teams by empowering individuals and driving results. 🔘 Introduced Customer Portal, Shifting Traditional Support Incidents to Online Self-Service by 30% 🔘 Oversaw Onboarding of Acquisitions’ Customer Support & Professional Services Employees 15X 🔘 Developed & Led High-Performance Teams of Training and Development Professionals of 20+ 🔘 Executed Customer Training Programs Contributing to Annual Revenues of $3M+ 🔘 Increased Customer Satisfaction Score points by 10+ My detail-oriented, analytical, and collaborative approach works cross-functionally in matrixed environments. I create customer-focused experiences to improve customer satisfaction by optimizing touchpoints, reducing friction, and ensuring seamless interactions. With strong communication skills, articulate ideas clearly and persuasively to all stakeholders, including bridging technical and non-technical conversations and fostering collaboration in fast-paced environments. With outstanding technical and strategic insight, I present plans enthusiastically to ensure alignment between vision and execution. I’m also known as a dynamic leader who cultivates success, recognition, and positive energy in teams. If you are open to sharing best practices or brainstorming on: 🔘 Cultivating Strategic Partnerships to Exceed Organization, Employee & Customer Expectations 🔘 Improving Satisfaction by Optimizing Touchpoints, Reducing Friction, & Ensuring Interactions 🔘 Creating Customer and Employee Enablement Training Programs that Drive Engagement, Adoption & Reducing Churn 🔘 Building Global Multi-Disciplinary Teams & Driving Results by Empowering Individuals Please reach out to me, JoAnn Bridges: ✉ Joann.Bridges @ Gmail .com 📱+1.817-845-2399
American National Bank Of Texas
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Vp Director Of Employee EducationAmerican National Bank Of Texas Jun 2024 - PresentTerrell, Tx, Us
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Director Of Learning And DevelopmentLearning & Development Sme Feb 2024 - Present -
Director Customer ExperienceEci Software Solutions Nov 2018 - Feb 2024Westlake, Texas, UsAs the Director Customer Experience of Training & Development with ECI Software Solutions, I empowered a team of 15 direct and 7 indirect reports responsible for Customer Enablement for 40+ SaaS and on-prem products, including the development and execution of a global learning strategy for customer training, optimized business processes, and harnessed tools to enhance customer engagement, promote self-service, and drive cost-efficient processes.► Restructured Technical Support and Professional Services from division-based teams to a centralized global organization of 900 to boost scale and efficiency to improve CSAT by 15+ points ► Executed blended-learning programs for customer training to reduce implementation time and enhance customer time-to-value, facilitating ongoing product adoption and education for customers and contributing to annual revenue of $3M+► Orchestrated customer product training programs for an annual Customer User Conference, hosting 1,000+ attendees from SMBs while overseeing the CX booth at events► Oversaw the onboarding process for Customer Support and Professional Services employees during 15+ acquisitions, managing onboarding, system training, and migrating knowledge and training content to new platforms for employees and customers ► Developed CX processes and managed customer and employee communications -
Director Of Knowledge ManagementEci Software Solutions Jul 2014 - Nov 2018Westlake, Texas, UsAs the Director Training and Knowledge Management with ECI Software Solutions, I spearheaded strategic initiatives to identify and promote best practices for creating, collecting, storing, using, and sharing product-related digital content for customer and employee enablement. Oversaw the creation and ongoing management of the Knowledgebase, Learning Management System (LMS), and Customer Community.► Headed project management for the enterprise transition to new customer support management systems, starting with Desk.com and migrating to Salesforce via system design, deployment, end-user training, and ongoing enhancements and support for 250+ support agents► Introduced a Customer Portal, granting customers access to content and services, leading to a 30% shift in support incidents from traditional channels (email and phone) to self-service and online► Established a comprehensive global product knowledgebase for both support agents and customers and successfully implemented best practices for Knowledge Center Support (KCS)► Deployed an LMS to facilitate product training for both customers and employees, offering a combination of e-Learning modules and virtual Instructor-Led sessions► Developed employee onboarding and new hire orientation programs for Customer Support and Professional Services teams, reducing onboarding ramp time by 10%
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Training Manager, Customer Training SolutionsSabre Corporation Jun 2004 - Jan 2014Southlake, Texas, UsManager, Customer Training Solutions with Sabre Inc., I governed an annual budget of $1.5M+, managing a team of 15 responsible for designing and developing customer training materials, technical documentation, and online help for a portfolio of 100+ products. Deliverables included printed reference guides, classroom curricula, interactive tutorials, an online training certification program, and online help, all available in eight languages.► Innovated customer training programs by integrating instructional design principles, blending self-directed e-learning, and optimizing engagement and resource utilization to save $1M+► Implemented an LMS to standardize customer training administration and enrollment processes, resulting in a 30%+ improvement in operational efficiency► Refined the customer online help system by evolving content to a new authoring tool and content management system to modernize the website and enhance the CX via interface design, use cases, development, technical review, content migration, customer marketing, and product marketing► Transitioned to instructor-led and online training, resulting in cost savings of $2M+► Joined as Project Manager in March 2001, promoted to Manager of Customer Training Solutions in June 2004 -
Project ManagerSabre Corporation 2001 - Jun 2004Southlake, Texas, UsAs project Manager with Sabre Corporation, I led project initiatives to improve customer training processes by evaluating new technologies and industry best practices and then implementing solutions.► Transitioned global customer training from face-to-face instructor-led programs to virtual instructor-led, self-paced e-learning and blended training programs. Resulted in significant cost reduction to customer training while maintaining a high customer satisfaction rating► Focused design and development of an internally developed LMS to manage employee training within the business unit. Project was so successful, system was later taken over by Corporate HR and implemented as company-wide LMS► Reviewed and evaluated customer product training programs to enhance customer experience and improve product adoption
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Curriculum DeveloperSabre Corporation 1998 - 2001Southlake, Texas, UsAs a Curriculum Developer with Sabre Travel Network, I developed all aspect of customer training including quick references, classroom curricula and tutorials to support new product launches and enhancements to existing products. ► Worked with cross-functional teams from marketing, sales, product development and operations to identify customer training needs and implement appropriate solutions► Provided train-the-trainer workshops to customer training delivery team
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Operations Support AnalystSabre Corporation 1994 - 1998Southlake, Texas, UsAs a Operations Support Analyst with Sabre Travel Network, I provided 2nd level support and training to Installation Services Analysts including working with product teams to document content and train analysts on new product hardware and software, provide ongoing 2nd level support and handle escalation of customer issues.
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Service AnalystSabre Corporation Mar 1990 - 1994Southlake, Texas, UsAs a Service Analyst with Sabre Travel Network, I managed all aspects of end-to-end process for installation of Sabre Travel Network systems in travel agency locations. Handled front-line customer service, order placement, quality control and activity coordination to ensure systems were installed on-time and according to specifications.
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Reservations Sales SpecialistAmerican Airlines Jan 1989 - Mar 1990Dallas-Fort Worth, Texas, UsAs a Reservations Sales Specialist with American Airlines, I provided exceptional customer service while handling complex customer reservation requests for passenger and cargo air travel. (Sabre was owned by American Airlines at this time)
Joann Bridges Skills
Joann Bridges Education Details
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West Texas A&M UniversityEducation -
Tarrant County CollegeGeneral Studies
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Hdi ClassKnowledge Centered Support
Frequently Asked Questions about Joann Bridges
What company does Joann Bridges work for?
Joann Bridges works for American National Bank Of Texas
What is Joann Bridges's role at the current company?
Joann Bridges's current role is Cultivating the Best in People, Processes, Products & Profits to Solve Complex Problems, Create Win-Win Scenarios & Drive Value. Training, Development & Instructional Design Champion. VP, Director.
What is Joann Bridges's email address?
Joann Bridges's email address is ja****@****use.net
What is Joann Bridges's direct phone number?
Joann Bridges's direct phone number is (866) 374*****
What schools did Joann Bridges attend?
Joann Bridges attended West Texas A&m University, Tarrant County College, Hdi Class.
What skills is Joann Bridges known for?
Joann Bridges has skills like General Ledger, Accounting, Tax, Financial Accounting, Financial Reporting, Income Tax, Tax Preparation, Training, Management, Program Management, Leadership, Employee Training.
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