Summary
Overview
Education
Work History
Skills
Timeline
Calandra Bridgewater

Calandra Bridgewater

Customer Support Manager and Product Trainer
Cypress,TX

Summary

Dedicated and results-driven Senior Customer Service Specialist with 20+ years of experience in delivering exceptional service and support. Proven expertise in training and mentoring teams to enhance customer interactions and improve service quality. Skilled in troubleshooting and resolving complex issues, ensuring customer satisfaction and loyalty. Proficient at utilizing effective communication and problem solving skills to build and preserve positive relationships with client and colleagues. Seeking a prestigious role that prioritizes service excellence and team development.

Overview

21
21
years of professional experience

Education

No Degree - Education

Texas Southern University, Houston, TX

High School Diploma -

Sam Houston High School, Houston, TX
05.1996

Work History

Customer Service Training Manager

Artella Solutions
02.2024 - Current
  • Enhanced team performance by conducting regular evaluations and providing constructive feedback.
  • Facilitated communication between 5 different departments, ensuring consistency in customer service policies and procedures.
  • Trained staff during demonstrations, meetings, and conferences.
  • Improved customer service quality by implementing comprehensive training programs for new and existing employees.
  • Fostered a positive team atmosphere by regularly recognizing outstanding individual performance and celebrating group accomplishments.
  • Increased customer satisfaction scores by monitoring calls and providing real-time coaching to customer service representatives.
  • Managed scheduling and organization of product trainings for healthcare professionals in diverse clinical settings.
  • Tested all training software and hardware prior to commencing training programs.

Senior Service Specialist

JPMorgan Chase
10.2006 - 12.2023
  • Successfully resolved complex customer complaints, demonstrating empathy and professionalism throughout the process.
  • Responded to multiple customer's requests for products, services, and company information.
  • Enhanced user experience by troubleshooting and resolving online banking and account issues promptly.
  • Reduced fraud-related losses by proactively identifying suspicious activities in clients'' accounts and taking appropriate action.
  • Increased customer satisfaction by providing personalized banking solutions and exceptional service.
  • Helped customers prepare documents required to complete transactions and process requests.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Implemented effective fraud detection measures that significantly reduced instances of financial crime within the institution.
  • Opened new accounts and made changes to existing accounts.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Retention Sales Trainer

ACS
08.2003 - 10.2006
  • Established clear expectations for desired outcomes at the onset of each course module or workshop session.
  • Developed and led groups of 10 to 15 employees with training courses to align with corporate sales and service goals.
  • Streamlined on-boarding process for new hires, ensuring proper training in product knowledge, sales techniques, and company policies.
  • Facilitated workshops focused on overcoming objections, closing deals, and building long-term client relationships.
  • Fostered a positive learning environment that encouraged open dialogue, collaboration, and continuous improvement among team members.
  • Provided coaching and mentoring to employees.

Skills

  • Customer Relationship Management (CRM)
  • Staff Training
  • Call Monitoring
  • Teamwork and Collaboration
  • Critical Thinking
  • Problem Resolution
  • Attention to Detail
  • Complaint resolution
  • De-Escalation Techniques
  • Reliability
  • Excellent Communication
  • Professional Demeanor
  • Adaptability and Flexibility
  • Relationship Building
  • Documentation
  • Remote Employee Training

Timeline

Customer Service Training Manager - Artella Solutions
02.2024 - Current
Senior Service Specialist - JPMorgan Chase
10.2006 - 12.2023
Retention Sales Trainer - ACS
08.2003 - 10.2006
Texas Southern University - No Degree, Education
Sam Houston High School - High School Diploma,

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Calandra BridgewaterCustomer Support Manager and Product Trainer