Bridget D Addington
Bristol,Va.
Summary
Management professional with diversified experience in CRM's, process and project management, regulatory, and customer service/technical support. Excellent supervision skills with the ability to evaluate employees, encourage goals, and focus team members. Over 14 years of management experience and 19 years of telecommunications experience.
Overview
16
16
years of professional experience
Work History
Senior Manager of Customer Experience
Point Broadband
08.2018 - Current
- Successfully helped with key projects which resulted in a successful transition from OptiNet to Sunset-Fiber (Point Broadband).
- Collaborate with managers and other team members to solve difficult or complex issues.
- Manage the Call Center for multiple markets that utilize various CRM's.
- Lead team of 50+ Customer Experience employees in the customer contact center.
- Coordinated with internal departments to ensure successful execution of projects according to timeline and budget constraints.
- Developed long-term relationships with key stakeholders including customers, suppliers, regulatory bodies.
- Corresponds with various department team members to build and implement successful solutions to internal and customer problems.
- Oversee addressing of customer requests for friendly, knowledgeable service and support.
Manager of Customer Service
BVU Authority
01.2011 - 08.2018
- Managed the Customer Service call center and customer facing CSR's.
- Supported BVU and OptiNet 8 different services: electric, water, wastewater, OptiNet voice, OptiNet video, OptiNet data, CPC OptiNet voice, and CPC OptiNet data.
- Communicated expectations and providing direction so that BVU and OptiNet can provide an extremely high level of service and response.
- Executed BVU's FTC Red Flags policy to meet FTC requirements and provide the annual training.
- Responsible for BVU OptiNet Customer Proprietary Network Information (CPNI) manual to meet FCC requirements and provide the annual training.
Supervisor of Customer Service
BVU Authority
06.2008 - 01.2011
- My role was developing, supervising, and fostering Customer Service for BVU and MI-Connection.
- Organized effective shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Maintained knowledge of company products and services to effectively resolve complaints and concerns.
Skills
- Compelling leadership skills
- Decision-making strength
- Goal attainment
- Team management
- Process Improvement
- Call center experience
- CRM
- Management of remote employees
Timeline
Senior Manager of Customer Experience
Point Broadband
08.2018 - Current
Manager of Customer Service
BVU Authority
01.2011 - 08.2018
Supervisor of Customer Service
BVU Authority
06.2008 - 01.2011
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