Emily Batchelder
Wilmington,NC
Summary
Dynamic leader with a proven track record of excelling in strategic planning and product development. Expert in vendor management and performance evaluation, I drive process improvement and foster client relations. Adept at leveraging customer insights to enhance offerings, I consistently deliver exceptional results and elevate organizational success.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Director of Bridges EXP
Bridges Experience, Inc.
Wilmington, NC
07.2008 - 06.2025
- Directed daily operations to ensure organizational efficiency.
- Spearheaded development and launch of new products and services.
- Developed strategic partnerships with vendors for outsourced projects.
- Implemented technologies to streamline processes and increase productivity.
- Established performance metrics and evaluated staff for continuous improvement.
- Cultivated client relationships through effective issue resolution and communication skills.
- Analyzed customer feedback data to identify trends in product performance.
- Represented organization at industry events, conferences, and public meetings.
- Supported onboarding efforts for strategic client wins.
Associate Director of Customer Success
Bridges Experience, Inc.
- Created training programs for new hires and existing staff members.
- Evaluated subordinate performance through regular feedback sessions and annual reviews.
- Identified improvement opportunities in processes, procedures, systems, and services.
- Established and tracked key performance indicators against set targets.
- Engaged in high-level decision-making processes to influence organizational direction.
- Maintained positive stakeholder relationships by addressing inquiries and complaints promptly.
- Managed recruitment processes including interviewing candidates, evaluating resumes, and extending job offers.
Customer Success Manager
Bridges Experience, Inc.
- Guided customers on maximizing value from products and services.
- Managed customer inquiries and complaints with professionalism.
- Gathered insights through surveys, interviews, and focus groups to inform strategies.
- Coached team members on best practices for exceptional customer experiences.
- Assisted sales team by providing technical expertise during sales processes.
Customer Service Supervisor
Bridges Experience, Inc.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Trained new customer service representatives on company policies and procedures.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
Account Implementation Specialist
Bridges Experience, Inc.
- Executed quality assurance checks during implementation to ensure data accuracy.
- Maintained comprehensive records of all changes throughout implementation phases.
- Monitored implementation progress to consistently meet client deadlines.
- Customized solutions based on customer specifications while complying with company standards.
Expedite Specialist
Bridges Experience, Inc.
- Performed audits on new orders to ensure accurate processing.
- Engaged with clients to gather missing information from order submissions.
- Clarified client inquiries regarding order submission details.
- Coached Data Entry Specialists, providing insights to optimize productivity.
Data Entry Specialist
Bridges Experience, Inc.
- Processed new order requests from clients with attention to account-specific details.
- Manually entered orders from fax submissions, ensuring data accuracy.
- Identified discrepancies and missing information, facilitating communication with Expedite for resolution.
Education
Bachelor of Science - Psychology
University of Phoenix
Phoenix, AZ07-2011
Skills
- Strategic planning
- Product development
- Vendor management
- Performance evaluation
- Technology implementation
- Customer insights
- Problem solving
- Client relations
- Process improvement
- Project management
Certification
- Supervisor Leadership Development Certificate, JER HR Group LLC June 6, 2017
- Medical Transcriptionist Certificate, Penn Foster Career School December 22, 2010
References
References available upon request.
Timeline
Director of Bridges EXP
Bridges Experience, Inc.
07.2008 - 06.2025
Associate Director of Customer Success
Bridges Experience, Inc.
Customer Success Manager
Bridges Experience, Inc.
Customer Service Supervisor
Bridges Experience, Inc.
Account Implementation Specialist
Bridges Experience, Inc.
Expedite Specialist
Bridges Experience, Inc.
Data Entry Specialist
Bridges Experience, Inc.
Bachelor of Science - Psychology
University of Phoenix
Similar Profiles
ELIZABETH WANJIKU KABURAELIZABETH WANJIKU KABURA
Group F&B Manager at Miracle Experience, Tanzanite Experience, Zanzibar SubmarineGroup F&B Manager at Miracle Experience, Tanzanite Experience, Zanzibar Submarine
ELIZABETH WANJIKU KABURAELIZABETH WANJIKU KABURA
Group F&B Manager at Miracle Experience, Tanzanite Experience, Zanzibar SubmarineGroup F&B Manager at Miracle Experience, Tanzanite Experience, Zanzibar Submarine
Cherrylee YearwoodCherrylee Yearwood
Participant at Marriott BridgesParticipant at Marriott Bridges
Kelley NealKelley Neal
RN at Novant Health, IncRN at Novant Health, Inc
Lauren StrnadLauren Strnad
Substitute Teacher, K-Eighth Grade at ESS/ Pender County SchoolsSubstitute Teacher, K-Eighth Grade at ESS/ Pender County Schools