Looking for a job

Bridget Lachance

@bridgetlachance

Over 12 years in call centers with 8 years of management. Developed and implemented strategies that have improved customer satisfaction by 15-20%.

United States

Message

What I'm looking for

I’m looking for an organization to join that will utilize and expand on my current repertoire of skills—leveraging risk/control analysis, process improvement, reporting, and training to drive better customer outcomes.

I’m a detail-oriented, hard-working individual with over 12 years in call centers, including 8 years in management. I’ve developed and implemented customer support strategies that improved customer satisfaction by 15-20%.

I have analyzed and overhauled procedure databases into a new housing format, built and maintained templates across multiple lines of business, and supported audit compliance with recertification data. I also served as a single point of contact for business partners, ensuring intake requests were handled efficiently and accurately.

I’ve strengthened performance through project management and control work by analyzing operational trends, conducting root cause analysis, identifying KPIs, and developing actionable solutions to improve metrics. In management roles, I hired, coached, and mentored teams, drove process improvements (including “Tune Your Tone” and empathy workshops), and ensured workforce scheduling and performance expectations were met.

I’ve got experience with SaaS operations predominantly utilizing Zendesk and I am flexible to learning new systems quickly and efficiently.

Experience

Work history, roles, and key accomplishments

Ops Risk/Control Analyst

Chase

Mar 2023 - May 2025 (2 years 2 months)

• Analyzing and overhaul of entire procedure database to new housing format
• Processing, updating, and maintain site for templates utilized
• Providing recertification data to ensure accuracy and timely updates to remain in audit compliance
• Coach and training new analysts
• Handling intakes and partner with lines of business
• Support quality related audits/ exams/ reviews

Risk & Control Analysis Procedure Management Audit Compliance Template Management Recertification Process Improvement Training & Coaching Stakeholder Management Quality Audits Data Accuracy

Project Management/Control Analyst

Chase

Oct 2022 - Mar 2023 (5 months)

• Pulling and interpreting site data to provide feedback on opportunities to improve
• Conduct data analysis to perform root cause analysis and develop actionable solutions
• Evaluation of customer satisfaction scores and training for leadership
• Monitor and report data, provide insights and analysis to interpret trends and patterns in reports

Operational Data Analysis Root Cause Analysis KPI Monitoring Metrics Reporting Data Interpretation Customer Satisfaction Analysis Training Support Performance Insights Process Accuracy Analytical Applications

Associate (Manager)

Chase

Jan 2020 - Oct 2022 (2 years 9 months)

• Manage senior specialists in team size ranging from 15-25
• Hiring, developing, and motivating top talent
• Support de-escalating issues, identifying process improvements, and coaching agents
• Analyzing procedural gaps and update procedures and supplemental guides
• Guide and mentor leaders on soft skills, coach techniques, as well as ad hoc performance support

People Management Workforce Scheduling Hiring & Development Root Cause & Gap Analysis Procedure Updates Coaching Mentorship Mortgage Issue Resolution Team Leadership Process Improvement performance reporting

Team Leader (Manager)

Chase

Jul 2015 - Jan 2020 (4 years 6 months)

• Managing call center teams ranging in size from 20-50
• Lead team meetings, educate and coach teams
• Pull reporting, analyze performance data, and interpret trends
• Hiring, developing, and motivating top talent
• Design and implement process improvement initiatives such as ‘Tune Your Tone’
• Implement and maintain Empathy workshops
• Cross site collaboration

Call Center Operations Team Leadership Workforce Scheduling Training & Coaching Process Improvement KPI Analysis Cross Site Collaboration Quality & Procedure Accuracy Client Experience Initiatives Workforce Development

Senior Service Specialist III

Chase

Feb 2015 - Jul 2015 (5 months)

• Monitor service levels and workforce expectations
• Monitoring specialist performance of site and analyzing data for reporting
• Manage coaching to drive high performance culture
• Collaborate between multiple departments to ensure best practices implemented
• Establish an environment for inclusion to create a culture that attracts and retains top talent

Service Level Monitoring Workforce Management Coaching Data Analysis Cross Department Collaboration Operational Reporting Best Practices Implementation Call Center Support Quality Focus performance reporting

Senior Service Specialist II

Chase

Sep 2014 - Feb 2015 (5 months)

• Analyzing data and producing reports for adherence metrics to monitor site call center adherence
• Reviewing and identifying necessary updates to Banker Services payoff procedures
• Coaching agents on non-escalated complaint calls to improve morale and customer satisfaction scores
• Providing guidance to clients and internal partners to improve customer relationships

Adherence Metrics Compliance Reporting Procedure Updates Coaching Agents Complaint Handling Customer Satisfaction Improvement Data Analysis Call Center Operations Payoff Procedure Support Operational Monitoring

Customer Care Professional

Chase

Jan 2013 - Sep 2014 (1 year 8 months)

• Creating job aids to supplemental training material
• Providing support as Subject Matter Expert to new hires in training and tenured agents
• Leading group discussions and supporting specialized groups
• Assisting mortgage account clients with complex issues ranging from payments, escrow issues, home equity concerns, banker inquiries, and private client assistance

Subject Matter Expertise Training Material Development Job Aids Group Facilitation Mortgage Client Support Complex Issue Resolution Customer Service Coaching & Support Escrow Payout Support Call Center Support

Enrollment Counselor

Loan Resolution Corp

Nov 2012 - Jan 2013 (2 months)

• Outbound call center experience utilizing manual dialers
• Assisting clients with default loans through foreclosure alternatives with short sale
• Managing system applications to ensure data entry was correct and ready for further processing
• Mentoring new hires with process and practical application of short sale

Data entry accuracy Outbound Call Center Loan Counseling Short Sale Support Foreclosure Alternatives Enrollment Processing System Applications Mentoring Manual Dialers client support

Customer Relationship Manager

Bank of America

Mar 2010 - Sep 2012 (2 years 6 months)

• Inbound and outbound call center experience utilizing both manual and predictive dialers
• Mentoring and coaching peers to ensure accuracy and improved production
• Partner with management, trainers, and affiliates to maximize efficiency with employees and systems
• Managing mortgage accounts through imminent default up to foreclosure
• Servicing a portfolio of 400+ assigned accounts