Candidates About

Emma J. Bridges

SUMMARY

A results driven individual with a demonstrated record of achievement in the customer service, call center, human services, managed care, and the banking environment.  Recognized for innovative development and implementation of initiatives, programs, and operating guidelines that support competitive advantage and drive process improvement, profit and service delivery.  Experienced in the development of leaders and building high performance teams that deliver quality, efficiency and productivity.

SAN ANTONIO WATER SYSTEM                                                          2006 - Present        

Director of Customer Service                                                                 2008 – Present

• Provide overall direction, including strategic and tactical leadership throughout the Customer Service division, which encompasses Billing, Call Center, Payment Centers, and Field Operation
• Schedule and coordinate training and refresher training for Senior Citizen Discount, Affordability, Plumbers to People, Disability and other programs and services designed to provide financial support for our elderly, low income/fixed income population
• Review and analyze storm water data and business processes to ensure consistency of revenue to City of San Antonio
• Monitor and evaluate the efficiency and effectiveness of service delivery methods and procedures, assess and monitor workload, support systems, and internal reporting relationships; and identifying opportunities for improvement; direct the implementation of changes
• Lead and support system integration activities that involve changing processes and procedures in Customer Service
• Train and mentor employees at various levels and facilitate interdepartmental teamwork
• Prepare and administer departmental budget; allocate and monitor the human, physical and financial resources for the assigned area to include managing expenditures within prescribed budgeted levels
• Work in partnership with the City of San Antonio to review and select recipients of grant funding
• Establish and maintain effective rapport and working relationships with City of San Antonio staff, government officials, external agencies, municipalities and the community at large
• Create entity billing agreements, prepare resolutions, documentation and presentations for the Board of Directors
• Respond to and resolve sensitive inquiries and complaints from both internal and external customers

SAN ANTONIO WATER SYSTEM                                                          2007 - 2008

Manager of Customer Support                                                              

• Successfully mentored three leaders to reduce the span of control within their respective payment centers
• Established benchmarking guidelines and coordinated achievement of Best in Class, American Water Works Association (AWWA), status for Remittance Processing and the Payment Centers
• Processed over three (3) million transactions per year and posted $325 million in revenue annually while operating 2% under budget
• Documented processes for internal monetary controls and worked with the courier service to ensure deposits were transported and payments were posted to the appropriate accounts 
• Partnered with the City of San Antonio and conducted community outreach to increase program membership and monetary assistance to low income/fixed income population.  Exceeded $1 million dollar Affordability program goal and $85,000 Project Agua program goal for the first time since the inception of programs
• Refinement and implementation of customer complaint process which includes management of the electronic response reporting system with less than 14 day resolution
• Evaluated leadership performance; identified development needs and implemented skills training, mentoring, and coaching
• Created a Career Advancement and Succession Planning Program (CASP) that enabled employees to enhance their existing skills and prepare for promotional opportunities with the first 20 employees enrolled in local colleges/universities at the time of inception

• Identified the kiosk payment method as a value added activity and designed the implementation strategy to reduce overhead, decrease cost per transaction, and increase payment locations
• Re-engineered credit card balancing/settlement procedure and transaction storage procedure to accomplish $19,000 in cost savings per year
• Streamlined work flow process and increased revenue collection within Payment Center by 50%

SAN ANTONIO WATER SYSTEM                                                          2006 - 2007

Supervisor Payment Centers/Call Center                                          

• Forecasted, allocated, and monitored the human, physical and financial resources for the assigned area to include managing expenditures within prescribed budgeted levels
• Selected as Top Performer for Customer Service
• Provided support to Total Rewards Program by modifying and developing job descriptions as a Job Evaluation Team Member
• Managed the daily operation and performance of three payment centers
• Coordinated the reduction of the answer rate by 8% and ASA by two (2) minutes
• Reduced turnover and improved service levels
• Transformed a sluggish inbound and walk in service culture

• Planned and coordinated cross training efforts to improve overall employee performance
• Created innovative resolution for difficult or controversial internal/external customer conflicts requiring complex solutions

• Managed the performance of 15 to 60 call center/payment center employees including motivating, coaching, counseling, hiring, terminating, appraising, and training
• Implemented strategies to enhance collection of revenue

BURLYE KILDAY, L.P.C.                                                                  2006 - 2008

Family Violence Intern                                                                             

• Interviewed clients during intake and orientation
• Collaborated in the development and implementation of learning opportunities
• Facilitated workshops and classroom discussions on domestic violence intervention and prevention

TEXAS YOUTH COMMISSION                                                                2006 - 2006

Ayres House, Intern

• Established rapport, coached, counseled, and mentored youthful offenders

FIFTH THIRD BANK                                                                                  2001 - 2004

Banking Center Manager

• Forecasted, allocated, and monitored the human, physical and financial resources for the assigned area to include managing expenditures within prescribed budgeted levels
• Opened branch daily, audited and balanced the branch vault on a monthly basis and the teller drawers on a daily/weekly basis
• Requested and processed change orders, opened accounts utilizing Chex System to minimize fraudulent activity and to ensure amounts owed to other financial institutions were paid
• Opened personal and commercial accounts, made decision for overdrafts, accepted and processed loan and credit card applications reviewing credit bureau information and financial statements and to ensure we were compliant with FDIC regulations
• Planned and executed the grand opening for the center
• Recruited, trained, and managed the center’s sales and teller staff
• Managed sales territory assignment for business and personal accounts development in excess of $11 million

PNC BANK                                                                                                   2000 - 2001

Branch Manager                                                                                                    

• Forecasted, allocated, and monitored the human, physical and financial resources for the assigned area to include managing expenditures within prescribed budgeted levels
• Recruited, trained, and managed the center’s sales and teller staff
• Managed sales territory assignment for business and personal accounts
• Refined processes and enhanced community partnerships

CAREMARK PSD                                                                                       1999 - 2000

Supervisor of Operations

• Tracked and monitored performance of 20-40 call center employees

• Audited speed of answering, length of calls, wrap up, and talk time

• Developed and implemented workflow processes

• Monitored, maintained, and exceeded service and production goals

• Planned and coordinated cross training efforts to improve overall employee performance

• Provided systematic follow up with existing customers through all phases of complaint resolution

PROFESSIONAL VISION CARE, P.C.                                                    1995 - 1999

Director of Operations

• Forecasted, allocated, and monitored the human, physical and financial resources for the assigned area to include managing expenditures within prescribed budgeted levels
• Monitored and evaluated the efficiency and effectiveness of service delivery methods and procedures, assessed and monitored workload, support systems, and internal reporting relationships; and identified opportunities for improvement; directed the implementation of changes

• Contracted, credentialed, and educated providers, planned and executed the customer service experience for 100,000 managed care customers

• Developed training documentation for verification of benefits, on line submission of claims, utilization management, etc.

• Managed remote optometry and ophthalmology centers, billing, collection activities, and technical support

• Managed high volume, complex system conversion processes for the billing and collection operation 

• Recruited, trained, routed calls and reported results

• Demonstrated track record of increasing cash collections by 25% while still managing to meet the needs and expectations of our customers

• Marketed the corporation and established rapport with vendors and community

HUMANA HEALTH CARE PLAN                                                                        1986 - 1995

Provider Relations Coordinator                                                             1994 - 1995

• Audited and verified contract loading process

• Liaison between claims and market office

• Modified business processes for efficiency and effectiveness

• Provided orientation and education to providers and coworkers

• Implemented procedures to ensure proper processing of claims and verification of benefits

• Conducted fee and claim reviews to determine accuracy of payment

• Site reviews and telephone conferences to assist with education and clarification of contracts

HUMANA HEALTH CARE PLAN

Supervisor of Operations & Education                                                1990 – 1994

• Directed the activity of the education specialists

• Project manager assigned to transition billing and claims function from Louisville, KY and Denver, Colorado to San Antonio

• Improved first call resolution, refined processes and enhanced communications

• Recognized as top performing business units for production and quality

• Managed and evaluated the performance of 20-60 customer service agents/trainees

• Established service and processing goals

• Special handled high profile groups and providers

• Managed claims inventory and production goals

• Developed, documented, and modified customer service training materials

• Trained claims processing and customer service function
• Recommended modifications and enhancements to system administrator

HUMANA HEALTH CARE PLAN

Supervisor/Customer Service Rep/Claims Adjuster                        1986 - 1990

• Tracked and monitored the performance of 20 to 60 call center employees
• Monitored and maintained service and production goals
• Provided claims and benefits verification
• Processed group health claims

Education

St. Mary’s University, Master of Arts Community Counseling, 2007

Texas A&M University, Bachelor’s Degree, Psychology, 2005