Customer Service Quality Assurance

Tawanda R. Bridgeforth

**** *. ***** ****** . ***** Crest, IL 60429 . 708-***-**** email

abk0yt@r.postjobfree.com

People Management Professional

> Implemented a performance management process that created a strong

overachieving team with high employee satisfaction and a 97% staff

retention rate

> Recipient of the November 2008 Employee Star Achiever and overall Star

Achiever for the year with the nomination submitted by my direct

reports

> Focused on building supportive employee relationships with

demonstrated responsiveness and confidentiality

> Improved call center productivity from the industry standard of 80/20

to 99/10 for ten months consecutively by monitoring personnel,

additional training, and introducing financial/award incentives

> Provided face to face contact to resolve sensitive employment issues,

including terminations, workplace violence, harassment claims, and

discrimination issues

> Responsible for department and call center employment satisfaction

results and achieved improvement in employee satisfaction through

implementation of employee focused initiatives

> Facilitated employee growth through a culture of openness, continuous

feedback, and a practice of prompt decision making, most resolved

within one business day

Retail Program Support Manager . BP Products, North America . Naperville,

IL 2005 - 2010

> Developed process change to reduce team budget by over $1M in 90 days.

> Developed process to improve efficiencies, resulting in reduction of 5

roles within Retail Programs Teams using RCA (root cause analysis).

> Communicated expectations, achievements, new methods & procedures

through individual and team coaching and performance evaluation

> Set workforce schedules, monitor compliance, and assist in developing

field communication

> Reviewed performance reports and implement action plans to resolve any

gaps

> Conducted performance reviews, career development, and identifying

training needs

> Interviewed external & internal job applicants, make hiring/firing

decisions

> Assisted with development of start up call/dispatch center for BP

vendors, technicians and retail sites

> Developed new process with EPA for audit controls and support of

company owned sites

> Provided resources and documentation to support users of system tool

during start up of Project Triumph

Accounts Payables Administrator - Warranties . Equiguard, Inc. . Oak Brook,

IL 2003 - 2005

Directed Accounts Payable operations with emphasis on timely and

correct payments to HVAC service vendors

> Provided training and general guidance to internal staff in the area

of accounts payable procedures and claims administration

> Analyzed and resolved problems associated with vendors in accordance

to warranty benefit adjustments

Customer Service Supervisor . Publisher's Circulation (New York Times) .

Orland Park, IL 2001 - 2003

> Supervise day-to-day activities of 10-12 customer service

representatives

> Schedule vacation/leave time and work schedules

> Provide direction and evaluation of staff; hiring, promoting,

disciplinary actions, etc. Ensure employee adherence

> Conduct staff meetings to ensure effective communication

> Monitor calls and provide quality assurance checks - feedback to

ensure proper call handling

Supervisor, Skip Tracing & Fraud, Skip Tracing & Collections . First Data

Corp . Matteson, IL 1995 - 2001

> Training and mentoring a staff of 7-14 Skip Tracers and Fraud

Investigators

> Daily management of work flow, skip tracing logs, and accounts

receivable queues

> Daily monitoring of live phone calls for FDCPA regulation compliance

> Work closely with attorneys, credit agencies, and other external

agencies for write-offs and possible out of court settlements.

> Managed an account portfolio of 600 plus accounts ranging from 120

days to 5 years old, collecting remaining deficiency balance of the

loan by setting up payment programs or negotiating settlement amounts

> Located collateral for repossession, and located customers who had

defaulted on loans nationwide

> Provided new employee training

Customer Service & Business Knowledge

Teamwork & Personal Impact

Improving Performance

Planning & Control - Budgets

Networking; Facilitation, Learning & Development

Project Management - RCA and Green Belt Training

Communication Planning & Execution

Change Management

MS Office Suite (MS Word, Excel, PowerPoint, Outlook, Access)

Siebel

Lotus Notes

QuickBooks

SAP

People Soft

Interactive Intelligence for phone/time managing

Electronic Expense Reporting

Aris Maps for Process Fitness

Tennessee State University, Nashville TN 48 credit hours 1991

Southern Illinois University, Carbondale IL 24 credit hours 1988

Thornton Township High School, Harvey IL Diploma 1987

Summary of Qualifications

Career History

Core Competencies

Education

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