Bridget Hollander

Experience

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  First Advantage Credco

  Jan 1998 - Jan 2007

  Senior Customer Service Representative

  • Fostered mutually beneficial relationships with customers.• Responded to a high-volume of client email requests. • Responded to and completed all customer requests in a timely manner verifying confidential information.• Answered customer calls on a multi-line phone system.• Provided one-on-one assistance with credit report repair and credit score improvement.

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  ADP

  Jun 2008 - Oct 2008

  Customer Service Representative

  • Reviewed client payrolls for processing.• Reviewed employee deduction and withholding setup.• Answered phone questions on current and previous payrolls processed by ADP.

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  Deltek

  Oct 2008 - Mar 2015

  Software Support Manager

  • Coordinate and conduct small group and individual training sessions based on staff and organizational learning needs.• Lead learning enhancement classes to improve product knowledge and people skills for workplace success and advancement.• Scheduled and taught new hire classes, including GAAP and basic accounting process training.• Delivered virtual and live classroom product training while identifying training gaps to help develop and promoted additional product training courses.• Cultivated relationships between the Software Support department and Product Development to ensure Voice of the Client initiatives. • Reported customer issues to the department head and helped prioritize product enhancements.• Increased the ease and accessibility of inter-department communication by implementing standardized and documented escalation processes.• Screened, hired, and assigned workers to positions based on qualifications.• Completed and presented annual staff reviews.• Managed and coached staff to achieve quantitative and qualitative goals for client satisfaction. • Answered client requests via phone, email, and web.• Analyzed client accounting processes to resolve inaccuracies and out of balance accounts.• Provided accounting support to improve efficiencies and assure GAAP compliance. Show less

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  Extensis

  Apr 2015 - Sept 2016

  Software Support Manager

  • Cultivated relationships between the Technical Support department and Product Development to ensure prompt escalation of product defects. • Helped prioritize product defects and enhancements.• Implemented improved CRM case processes and auto documentation to increase agent adoption of case creation. • Screened, hired, and assigned workers to positions based on qualifications.• Completed and presented annual staff reviews.• Managed and coached staff to achieve quantitative and qualitative goals for client satisfaction. • Coordinated with IT department to implement new Knowledge Base system.• Implemented agent and department KPI's and reported to senior management. Show less

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  NetPolarity, Inc.

  Sept 2016 - Jan 2017

  NPS & Customer Experience Analyst

  • Analyze and review client satisfaction surveys identifying trends and root causes for low client satisfaction.• Conduct client interviews providing deeper insight into product and interaction related issues.• Create user stories for development team to keep the user experience in mind when developing the upcoming year road-map.• Provide feedback in regard to product interactions driving client satisfaction and brand perception.

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  The CLM Group

  Aug 2017 - Dec 2017

  Customer Service Representative
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  24 Seven Inc.

  Jan 2018 - Feb 2019

  Customer Service Manager - Contractor with Kroger/Fred Meyer
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  Robert Half

  Mar 2019 - Jun 2019

  Staff Accountant
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  Springbrook Software

  Aug 2019 - now

  Customer Service Analyst