Samuel Alger
Tempe,AZ
Summary
Operations leader with 7+ years of progressive experience in customer relations, training, and digital support. Skilled at guiding teams of 12–15 associates, managing escalations, and driving results in compliance-heavy environments. Known for developing employees into leaders, strengthening cross-departmental collaboration, and leveraging CRM tools and Excel to monitor performance and improve outcomes.
Overview
8
8
years of professional experience
Work History
Text Communication Manager
Bridgecrest
Arizona
04.2024 - 09.2025
- Led 15 associates handling customer service via digital text channels; supervised 3 AI pilot agents integrating automation with human workflows.
- Monitored productivity and quality metrics, coached for performance, and resolved escalated and sensitive cases.
- Mentored 2 associates promoted into management roles.
- Arizona & Dallas, TX
Customer Relations Manager
Bridgecrest
Dallas, TX
04.2021 - 04.2024
- Directed 15 associates in a newly expanded department, ensuring policy adherence and service quality.
- Managed escalations involving repossessions, compliance, and disputes; partnered with HR, Legal, and Accounting to resolve issues.
- Mentored 1 associate promoted into management.
- Arizona & Dallas, TX
Training Manager
Bridgecrest
Arizona & Dallas
01.2020 - 01.2021
- Coordinated onboarding and cross-training for an average of 50 new hires per cycle across two sites.
- Facilitated established training programs and reinforced company processes.
- Arizona & Dallas, TX
Loan Advisor
Bridgecrest
Arizona
01.2018 - 01.2020
- Managed high-volume auto loan accounts, resolving customer needs while meeting compliance standards.
- Consistently exceeded performance targets; promoted to Training Manager within two years.
- Arizona & Dallas, TX
Education
Bachelor of Arts - Organizational Management
University of Arizona Global Campus
Phoenix, AZ03.2025
Skills
- Team leadership and coaching
- Training and onboarding
- Case management and escalation
- Cross-functional collaboration
- Policy compliance and adherence
- Process optimization and oversight
- Microsoft Excel proficiency
- Genesys Cloud expertise
Websites
Timeline
Text Communication Manager
Bridgecrest
04.2024 - 09.2025
Customer Relations Manager
Bridgecrest
04.2021 - 04.2024
Training Manager
Bridgecrest
01.2020 - 01.2021
Loan Advisor
Bridgecrest
01.2018 - 01.2020
Bachelor of Arts - Organizational Management
University of Arizona Global Campus