Summary
Overview
Work History
Education
Skills
Timeline
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Alesha Bridgeman

Greensboro,NC

Summary

Customer service professional with proven ability to improve customer satisfaction and streamline support processes. Valued for strong collaboration and adaptability in dynamic environments. Known for problem-solving skills and empathetic communication.

Overview

11
11
years of professional experience

Work History

CUSTOMER SUPPORT SPECIALIST II

PartnerHero
09.2024 - Current
  • Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
  • Improved customer retention by offering personalized solutions and follow-ups for ongoing issues.
  • Elevated customer support experience by adopting customer-first approach in all interactions.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.

CUSTOMER SERVICE REPRESENTATIVE

Lowe's Home Improvement
05.2024 - 03.2025
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Managed timely and effective replacement of damaged or missing products.

BUSINESS PROCESS LEAD

MuleSoft / Salesforce
04.2021 - 03.2023
  • Supported the Customer Escalation Management team with global customer support to create, develop, and implement current and new operational processes.
  • Collaborated with the Customer Success team to support NPS Survey development by creating a workflow to engage the escalation management team for improved customer satisfaction.
  • Worked closely with Customer Success, Support Delivery, and Engineering teams to improve the customer experience by identifying pain points and explaining new processes.
  • Strengthened customer relationships by assisting customers with using the Help and Training Portal for support tickets, rather than requiring additional Customer Success support.
  • Trained small to large groups of 5 to 75 employees in implementing program processes effectively.
  • Helped Customer Success team increase participant feedback and NPS survey completion by creating new workflows, resulting in a 10% response improvement to detractor scores.
  • Worked with customers in the creation of support tickets, resulting in Time to Resolution (TTR) improvements.
  • Completed a process that aligned with SLA requirements, met technical needs, and outlined timelines for completion, communication, and enablement.
  • Launched new processes within 4 months with a significant decrease in the number of escalated cases submitted to the Customer Success team, resulting in reduced backlog for the department.
  • Created the primary daily process followed by the CEM team and aligned all information in a single platform, Confluence, to support operational development.

CUSTOMER ESCALATION SPECIALIST

MuleSoft / Salesforce
04.2021 - 10.2021
  • Worked directly with the company’s escalated customers to provide efficient resolution and exceptional customer service.
  • Performed inbound and outbound support to address challenging customer situations and circumstances via phone and email.
  • Steered customer communications to ensure quick resolutions and established strong relationships; maintained open communication channels between the customer and MuleSoft.
  • Communicated regularly with teams and senior leadership to summarize and address important customer case issues.

RESEARCH ASSOCIATE, EDUCATION & SUPPORT SERVICES

Technology & Services Industry Association (TSIA)
09.2020 - 04.2021
  • Partnered closely with the leadership teams of Education Services and Support Services Research to deliver impactful, data-driven insights and innovative thought leadership in the realm of technology-focused education and support services.
  • Strategically teamed up with the Distinguished Vice President of Education Services on a groundbreaking research project. Together, we conducted an in-depth investigation into the utilization, longevity, and meticulous vendor selection process surrounding Learning Management Systems (LMS). This invaluable study empowered us to unlock key insights and pave the way for transformative advancements in the education technology landscape.
  • Conducted a series of impactful interviews with ten prominent leaders in Education Services. These insights served as a catalyst for robust research and development (R&D) initiatives, paving the way for an influential publication and a captivating live webinar tailored exclusively for our extensive membership database.
  • Delivered a compelling presentation of these findings alongside the Vice President of Education Services.

RESEARCH ASSOCIATE, SUPPORT SERVICES

Technology & Services Industry Association (TSIA)
11.2019 - 09.2020
  • Collaborated with Support Services leadership team in developing and designing comprehensive surveys to collect and analyze research data to identify key trends and best practices.
  • Co-led meetings with the leadership team to present critical findings to customers.
  • Facilitated a liaison with Customer Success Managers to outline member needs, provide recommendations for supporting customer outcomes, and add additional membership value.
  • Developed vital benchmark resources that were highly utilized with customers which included examples of the Benchmark Survey questionnaire, process description, and essential contract information.
  • Developed and presented a business case to senior leaders that improved the development of the Benchmark Survey which resulted in increased customers adoption and benchmark participation.
  • Delivered an informational and visual presentation to senior leaders to support Benchmark Survey development that led to the development of three benchmark kickoffs each week.

MEMBER PROGRAMS COORDINATOR

Technology & Services Industry Association (TSIA)
10.2014 - 11.2019
  • Orchestrated seamless program management and elevated membership engagement to new heights.
  • Acted as the driving force behind critical member initiatives, spearheading conference and event recruitment, member advisory boards, and cutting-edge research studies.
  • Managed membership records, customer profiles, user registrations, and meticulous data validation to ensure flawless CRM maintenance.
  • Regularly reviewed the membership database for accuracy and completeness, harmonizing membership data across the Salesforce CRM platform, email listings, and benchmark study software; fostering streamlined operations and unparalleled efficiency.

Education

AA - Event Management, Hospitality Event Management

San Diego Mesa College
San Diego, CA

Skills

  • Microsoft Office Suite (MS Word, Excel, PowerPoint, Access)
  • Google Workspace
  • MS Outlook
  • CMS Platforms
  • Salesforce
  • Slack
  • Lucid Chart
  • Asana
  • SaaS
  • CRM software
  • Conflict resolution
  • Ticket management
  • Empathy and patience

Timeline

CUSTOMER SUPPORT SPECIALIST II

PartnerHero
09.2024 - Current

CUSTOMER SERVICE REPRESENTATIVE

Lowe's Home Improvement
05.2024 - 03.2025

BUSINESS PROCESS LEAD

MuleSoft / Salesforce
04.2021 - 03.2023

CUSTOMER ESCALATION SPECIALIST

MuleSoft / Salesforce
04.2021 - 10.2021

RESEARCH ASSOCIATE, EDUCATION & SUPPORT SERVICES

Technology & Services Industry Association (TSIA)
09.2020 - 04.2021

RESEARCH ASSOCIATE, SUPPORT SERVICES

Technology & Services Industry Association (TSIA)
11.2019 - 09.2020

MEMBER PROGRAMS COORDINATOR

Technology & Services Industry Association (TSIA)
10.2014 - 11.2019

AA - Event Management, Hospitality Event Management

San Diego Mesa College

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Alesha Bridgeman