Bridget McGaughey
@bridgetmcgaughey
Experienced workforce management analyst driving data-driven contact center improvements.
United StatesWhat I'm looking for
I am an experienced Workforce Management Analyst with two decades in customer service and call center operations, currently ICMI certified and delivering measurable KPI improvements. I specialize in forecasting, scheduling, reporting, and coaching to optimize team performance.
At Farmers Insurance Federal Credit Union I led implementation of a Zoom WEM contact center platform, created visibility tools like a wallboard, and improved service levels, average speed of answer, abandonment and sales metrics for ~50 employees.
My background includes member services, sales and order-support roles at financial institutions and global companies, where I streamlined processes, produced financial reports, supported national and international sales, and trained new hires.
I bring strong cross-department collaboration, conflict resolution, and a people-first leadership style focused on actionable insights and continuous improvement.
Experience
Work history, roles, and key accomplishments
Workforce Management Analyst
Farmers Insurance Federal Credit Union
Jun 2019 - Present (6 years 4 months)
Implemented Zoom WEM forecasting and scheduling, improving staffing efficiency and intraday management; increased call center KPIs (service level, ASA, abandonment, sales) and improved FCR through workflow improvements and cross-departmental collaboration.
Member Services Representative
Farmers Insurance Federal Credit Union
Jan 2015 - Jan 2019 (4 years)
Provided multi-channel member service and sales, resolved complex member issues and delivered data-driven support to improve service outcomes.
VCSales & Service Specialist
Viking Cruises
Jan 2014 - Jan 2015 (1 year)
Handled 100+ inbound calls daily, upsold cruise packages and delivered high-quality service through strong product knowledge and sales performance.
QISenior Customer Care & Sales Analyst
Qiagen
Jan 2007 - Jan 2013 (6 years)
Streamlined order processing, supported domestic and international sales, produced financial reports and trained new hires to improve operational efficiency.
CIFinancial Associate
Citibank
Jan 2003 - Jan 2005 (2 years)
Executed daily teller operations and supported customer financial needs with accuracy and professionalism.
Education
Degrees, certifications, and relevant coursework
SUSan Diego State University
English Literature
1999 - 2004
Studied English Literature at San Diego State University from 1999 to 2004.
Foothill High School
High School Diploma, High School Diploma
1995 - 1999
Completed High School Diploma at Foothill High School from 1995 to 1999.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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