Bridgette (Ford) Hayward

Experience

• 

  AT&T

  May 1996 - Jan 2017

  Designed and implemented field technicians required skills, document for field managers achieving 95% accuracy for field teams and month over month increase in scores for entire Network Operations Center Increased team of 14 Network Operations Analysts results to exceeded expectations within 12 months in role• Significantly reduced technicians Dispatch Efficiency for all field technician is state of Texas• Chosen by Director to lead Operations Reviews for all centers in the U.S Support customer relation center for sales, customer service issues, scheduling, payroll etc. Manage FMLA, training delivery, Hiring of new employees with staffing, On boarding of new employee, counsel employees with employee assistance programs, analyze and compile reports, a manage employees. Liaison between HR and center regarding employee relations. Oversee and maintain expenses for the center. Duties included solving escalations for service outages and network degradation issues in the U-verse Green footprint while analyzing and addressing potential churn with our U-verse customers.Managed a team of up to 25 non-management employees.

  • Network Operations Manager

    Sept 2014 - Jan 2017

  • Call Center Operations Manager

    Jan 2014 - Sept 2014

  • Sales Operations Manager

    Jul 2013 - Jan 2014

  • Leadership Development Manager

    Apr 2013 - Jul 2013

  • Sales Coach Uverse Sales

    Jul 2008 - Apr 2013

  • Lead Customer Service Representative

    May 1996 - Jun 2008
• 

  Comcast Business

  May 2017 - now

  • Served as a Coordinator between regional and divisional sales, care and service delivery departments by providing sales support for account management, customer escalations, surveys, advanced Business Class Products including Hospitality, Metro Ethernet, Voice Edge and PRI.• Performs various tasks such as scheduling, maintaining project documentation as well as collaborate with clients and internal teams to deliver results on time• Own the customer experience by being an advocate for the customer Show less

  • Manager Service Delivery PMO - FedGov

    May 2023 - now

  • Manager Project Management -Texas Region

    Oct 2021 - May 2023

  • Senior Project Manager

    Mar 2021 - Oct 2021

  • Project Manager

    Jun 2019 - Mar 2021

  • Business Project Coordinator 2

    May 2017 - Jun 2019