Timothy Bright work email
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Timothy Bright personal email
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I'm a Director of Customer Service with 20+ years of professional experience, specializing in operations management, customer success, team leadership, and client relations. I excel in coordinating with cross-functional teams to drive operational enhancements. I have a proven track record of developing and implementing process improvements to transform underperforming organizations and achieve strategic initiatives. Key Competencies: Management, Customer Service, Team Building, Cross-functional Leadership, Employee Engagement, Stakeholder Management, Client Relations, Workflows, Continuous ImprovementCoaching, Mentorship, Staff Training, Operations Management, Off-Shore Teams
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Director Of Customer SupportKing Energy May 2021 - Mar 2023
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Manager Of Customer Service, Financial ProductsTesla/Solarcity Jan 2014 - Jun 2021As a Customer Service Director, I built a high performing support team and department from the ground up servicing solar bond investors, which included liaising with stakeholders and partnering with the executive team to enhance organizational effectiveness. I coordinated cross-functionally with engineering teams to drive initiatives for product enhancements. I also identified critical customer service issues with the Customer Service Department and coordinated with SolarCity’s CEO and a team of lawyers to implement process improvements.• Managed a team of five agents, assigned responsibilities, reviewed work, conducted performance evaluations, analyzed department metrics, and provided training on customer service best practices. • Conducted quarterly customer contact tracing and communicated with investors regarding bond maturity dates and fund retrieval issues, which ensured customer success and account retention. • Served as the Interim Manager of the Collections Department during a facility transition, which included interviewing, hiring, and training a team of 20 collection agents. • Launched initiatives to drive customer success, improved onboarding and training across teams, and established a work culture of empowerment to enhance organizational performance.
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Senior Customer Support ManagerSendme, Inc. May 2011 - Feb 2014San Francisco, Ca, UsAs a Senior Customer Support Manager, I oversaw the performance of three call centers in San Francisco and two offshore centers in Manila Philippines and Newfoundland Canada, which included implementing new processes and procedures to drive customer success. I managed teams of up to 25 agents and coordinated with offshore supervisors to resolve issues. • Coordinated with external vendors, led meetings to discuss changes, updates, and department enhancements, which included new equipment and technology upgrades. • Liaised with clients to ensure satisfaction and customer success, which included attending meetings and interfacing with C-level executives. • Conducted daily, weekly, monthly, and quarterly reporting, processed complaint letters from the Better Business Bureau and Attorney General, and managed escalated customer issues. • Interfaced and communicated with clients to ensure customer satisfaction and success. -
Director Of Customer RelationsProsper Marketplace Apr 2008 - Jun 2011San Francisco, Ca, UsAs a Director of Client Relations, I drove initiatives to revitalize a U.S. owned call center in the Philippines that was underperforming, analyzed call center performance issues, and established new procedures to recover lost calls and prospects to generate new business opportunities. I also served as a key leader for a project to build out a new call center for corporate headquarters. • Managed and hired a team of 15 agents in the San Francisco Corporate Office, assigned responsibilities, conducted performance reviews, provided coaching, and delivered training. • Delivered reports to the executive team and conducted high level reviews to identify process improvements based on website functionality and customer feedback. • Led meetings with the engineering team to identify and deliver new product enhancements.• Developed new processes for the San Francisco team to improve efficiency, which enabled personnel to approve loans in higher volumes, resulting in a 20% increase in revenue. -
Retail Sales ManagerIrwin Home Equity Jun 2005 - Jun 2006I served as Retail Manager for 10 Account Executives generating $8M-$10M in monthly sales, which included evaluating performance to exceed loan production and sales goals across the organization. I also recruited, trained, and coached new hires and developed programs to enhance team performance and improve employee engagement.
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Loan Center ManagerEloan Mar 2003 - May 2005UsAs a Loan Center Manager, I coordinated with the VP of Operations to evaluate SOPs and support daily operations. I implemented effective public relations for a leading online consumer lender to the media. I also managed the day-to-day operations of the customer contact groups including performance management of employees in the Pleasanton and Manila offices.• Oversaw a high-performance team of 30 agents, established work cultures of collaboration, delivered coaching, and interfaced with Managers to support personnel development.
Timothy Bright Skills
Timothy Bright Education Details
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John W. North High SchoolGeneral
Frequently Asked Questions about Timothy Bright
What is Timothy Bright's role at the current company?
Timothy Bright's current role is Customer Service Director | Customer Success Leader.
What is Timothy Bright's email address?
Timothy Bright's email address is tb****@****ity.com
What is Timothy Bright's direct phone number?
Timothy Bright's direct phone number is (855) 860*****
What schools did Timothy Bright attend?
Timothy Bright attended John W. North High School.
What skills is Timothy Bright known for?
Timothy Bright has skills like Management, Customer Service, Leadership, Mobile Devices, Analytics, E Commerce, Product Management, Start Ups, Mobile Applications, Project Management, Online Advertising, Customer Acquisition.
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