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

Current

Enrollment Specialist

Current

CareHarmony

May 2026 - Present (2 months)

• Pipeline Management: Drive high-volume outbound engagement initiatives, managing a priority patient pool to exceed enrollment targets.
• Data Analysis: Analyze complex health and insurance data to deliver tailored care coordination services.
• Operational Excellence: Maintain real-time data integrity while ensuring 100% regulatory compliance.

Symphony Symphony Healthcare Paycom Pipeline Management Operational Excellence Remote Remote

Professional Development

May 2025 - May 2026 (1 year)

• Professional Development: Dedicated a transitional period to targeted upskilling, regulatory study, and market analysis in healthcare and financial protections.
• Licensing & Certification: Completed state requirements to obtain active Accident & Health and Life Insurance licenses.
• Skill Expansion: Broadened knowledge in healthcare compliance.

Remote Remote

Operations Risk & Control Analyst

Chase

Mar 2023 - May 2025 (2 years 2 months)

• Database Overhaul: Reconstructed procedure database into an optimized format, streamlining cross-functional access.
• Process Audits: Partnered with stakeholders on deep-dive audits to identify and implement efficiency fixes.
• Audit Compliance: Maintained 100% compliance with master template and recertification data management.
• Training: Coached incoming analysts to accelerate onboarding.

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)

• Data Strategy: Analyzed complex operational datasets to identify behavioral and performance trends, prioritizing site-wide improvements.
• KPI & Metric Design: Defined institutional KPIs and conducted root cause analyses for business solutions.
• Executive Advisory: Provided data-backed insights, health reports, and OKR tracking to leadership.

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)

• Workforce Management: Managed 15-20 Senior Specialists, overseeing scheduling, appraisals, and complex mortgage issue resolution.
• Gap Mitigation: Identified operational and procedural gaps, deploying training guides to boost agent accuracy and reduce friction.
• Leadership Development: Mentored junior managers on leadership techniques, soft skills, and coaching.

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)

• Call Center Leadership: Led fast-paced teams of 20-25 agents, driving performance and culture via data-backed coaching.
• CX Transformation: Co-created "Tune Your Tone" and Empathy programs, driving sustained improvements in client satisfaction scores.
• Operational Standardization: Led a cross-site task force to align mortgage operations and metrics.

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)

• Workforce Monitoring: Monitored service levels, specialist performance, and site data to generate operational reports.
• Performance Coaching: Managed tailored coaching initiatives to drive a high-performance team culture.
• Cross-Department Collaboration: Partnered across business lines to implement operational best practices and foster inclusion.

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)

• Adherence Analytics: Analyzed performance data and generated metric reports to monitor site-wide call center adherence.
• Procedure Optimization: Reviewed and updated Banker Services payoff procedures to ensure operational accuracy.
• Agent Coaching: Coached agents on handling non-escalated complaints to boost morale and customer satisfaction scores.

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)

• Training Support: Created job aids and supplemental training materials while serving as an SME for new hires and tenured agents.
• Group Facilitation: Led collaborative group discussions and provided targeted support to specialized teams.
• Complex Issue Resolution: Assisted mortgage clients with complex payment, escrow, home equity, and private banking inquiries.

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 Operations: Executed high-volume outbound call center initiatives utilizing manual dialing systems.
• Loan Assistance: Handled default loans by guiding clients through short sales and foreclosure alternatives.
• Data Integrity: Managed core systems to ensure precise data entry and seamless processing.
• New Hire Mentorship: Mentored incoming staff on short sale procedures.

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)

• Portfolio Management: Managed a high-stakes portfolio of 400+ default and foreclosure-risk mortgage accounts, guiding clients to resolutions.
• Process Optimization: Partnered with trainers and management to evaluate and optimize systemic workflows, significantly enhancing staff processing efficiency.