Bridgette McNeal is a versatile and results-oriented call center management professional with over 15 years of experience developing high-performing teams. She has a track record of growing sales and improving customer satisfaction through innovative programs. She is a strategic manager who creates training programs to ensure consistency and utilizes technology and Lean principles to continuously improve performance metrics.

1. Bridgette McNeal
678.938.9043 * Bridgette.a.mcneal@gmail.com
SUMMARY
Versatile, Results-Oriented Call Center Management professional who has excelled at developing and
motivating teams in fast-paced retail and manufacturing environments. Key Contributor who has
consistently grown sales and customer satisfaction through introducing and implementing innovative
improvement programs. Strategic manager and advisor who works to note and maintain best practices;
creating training programs and manuals to ensure consistency amongst team members. Tenured Contact
Center Leader who utilizes available technology and LEAN principles to successfully improve performance
over time.
Key Skills include:
• Lucent Switch Administrator (G3r)
• Incentive Program Planning
• Call Volume Forecasting
• Employee Training & Development
• Management Info Systems (MIS)
• Lean Office Strategies
• KPI/Metric Goal evaluation and
management
• Lean Manufacturing
• Workforce Management
• Strategic Planning
• Virtual Contact Center
PROFESSIONAL EXPERIENCE
LARSON JUHL Norcross, GA 2008 - 2016
Senior Manager of North American Customer Service
Provided Strategic leadership across five locations in North America
• Introduced intuitive selling techniques and increased sales by $150K
• Established team KPIs and worked to improve the overall customer experience using LEAN
principles.
• Significantly improved customer experience through strategic coaching initiatives.
• Created developmental roles which provided opportunities for advancement within the
organization.
ULINE Duluth, GA 2007 - 2008
Tier 2 Customer Service Manager
Managed day-to-day performance of customer service representatives in a call center environment.
Monitored and managed team to corporate and branch performance metrics.
• Exceeded corporate performance goals in multiple categories; improved Tier 2 Service
Performance metrics 20% over previous year.
THOMPSON GROUP Tampa, FL 2003 - 2007
Director of Call Center Operations
Managed day-to-day operations of customer service department for three catalog titles.
• Through education and process improvement, reduced customer service adjustment expense
47%.
• Reduced adjustment transactions vs. overall shipments by 24.4%.
• Reduced adjustment expense as a percent of shipped sales to 1.34% - a 48.2% improvement.
GALL'S INC. (An Aramark Company), Lexington, KY 1999 - 2003
Call Center Manager
Performed day to day operations of 150-seat call center, including inbound order entry and customer
service calls for the Galls Catalog.
• Introduced a comprehensive quality assurance program which improved customer satisfaction to
98.5%.
• Created a performance-based CSR Bonus Program as an incentive to meet call center goals.
Resulted in meeting 99.2% of departmental goals.
• Implemented interval call-forecasting processes and staffing requirements; reduced departmental
turnover 20% in just 8 months.

2. • Improved promotional sales by 200% per week.
BRIDGETTE MCNEAL 678.938.9043 Page 2
ADDITIONAL RELEVANT EXPERIENCE
BRYLANE/SEARS SHOP AT HOME Greenwood IN
Supervisor of Call Management and Staffing
• Successfully handled over 115,000 calls in one week using multi-site outsourcing percentage
allocation and DR3 through MCI to handle Brylane's peak Fall six-week period
Customer Service Sales Team Leader & M.I.S. Liaison
• Introduced multi-skill environment into call center by using specially trained customer service team
to cover customer service calls as well as overflow calls from telemarketing.
• Introduced promotional selling into a customer service department; team outsold every sales
division team for four weeks
Senior Operator of Customer Service
• Created a specialized training manual for a new call center.
BRYLANE/LANE BRYANT Indianapolis, IN
Senior Operator - Customer Service
• Extensively tested new customer service computer systems and programming; trained all
management and associate staff on the new system.
• Created the first comprehensive training manual; became the Brylane standard training
manual.
EDUCATION
Bachelor of Arts, Major, Indiana University Indianapolis, IN
Business – Organizational Management – (2 years)
Indiana State University Terre Haute, IN
Secondary Music Education (2 years)
LANGUAGES
French (Beginner); German (Intermediate)
PROFESSIONAL MEMBERSHIP
International Customer Service Management Association
AFFILIATIONS
Alpha Sigma Alpha Sorority; Junior Achievement; Eon User Group; TBAMoMS
COMMUNITY SERVICE
Galls Community Service Committee
AWARD
Awarded the "Extra Effort" Award by Brylane Senior Management.
TECHNICAL SKILLS
CMS Lucent Technology software; TCS staffing software; EON software