Customer Service Manager

Bridget E. McHugh

***** *********, **. ***** ******, MI 48080

586-***-**** (cell)

586-***-**** (home)

QUALIFICATIONS:

. Experienced leader and customer service advocate with a strong

background in customer service and call center.

. Adept at balancing customer satisfaction with the bottom line.

. Excellent in customer service, process improvement, organization,

leadership and human resources.

. Skilled at office management, union contract negotiations, and

administrative support.

. Able to conceptualize the big picture, as well as pay careful

attention to every last detail.

CALL CENTER MANAGEMENT EXPERIENCE:

Call Center Manager 11/99 - 11/02

Ancor Information Management Troy, MI

. Managed staff of front line fulfillment/call center employees

including performance and quality metrics

. Responsible for quoting, both fulfillment and call center work.

. Inbound and outbound sales calls, with a one call resolution focus

. Training for call center and fulfillment employees.

. Client service representative for AAA, Ford and GM, overseeing

fulfillment and call center projects.

. Worked with management to provide process improvement suggestions and

implementation.

WORK EXPERIENCE:

Quality Leader 08/06 to Pres

Optimal/GM-OnStar Contractor Detroit, MI

. Responsible for providing insights for the quality and conversion

initiatives for the OnStar Service Delivery Team.

. Departmental liaison working to ensure customer satisfaction and on-

time delivery is met.

. Identify opportunities for process improvement and implement necessary

changes

. Call recording software liaison for enterprise

. Manage site quality team processes and activity to ensure

collaboration and calibration

. IPSOS vendor and survey management

Bridget E. McHugh

Page 2

Fulfillment Manager 05/05 -

08/06

Wolverine Solutions Group

Detroit, MI

. Responsible for day-to-day Fulfillment Operations including, staffing,

scheduling and quality assurance.

. Manage staff of 16 Full Time Fulfillment Employees along with a

various amounts of temporary labor.

. Departmental liaison working to ensure customer satisfaction and on-

time delivery is met.

. Identify opportunities for process improvement and implement necessary

changes.

Park-Suite Coordinator 04/04 - 05/05

Sportservices/Wellbread, Comerica Park

Detroit, MI

. Coordinated food service for suite holders including customer service

issues, menu planning and billing information.

. Identify internal challenges and implement suggestions for

improvement.

Food Service Manager 07/97 - 10/99

Henry Ford Hospital

Detroit, MI

. Responsible for the patient meal service, throughout the hospital,

including assembly and delivery.

. Ensured patient and employee satisfaction goals were met.

. Supervised 85 front line employees including training and coaching

. Worked with Nursing Staff and Administration on process improvements

throughout the hospital.

EDUCATION:

Baker College

Bachelors of Business Leadership

Associates Degree, Office Specialist

Dorsey Business School

Certificate, Office Specialist

SKILLS:

EMD Certified

Process Improvement Team/Quality Improvement Team

Completed Core Management Classes through Henry Ford Health System and DMC

Proficient in Excel, Windows, MSOffice, MSA System, Mail Order Manager,

Access, PrintStream, ProMail and Print Shop Deluxe

Contact this candidate