Bridget Lyons
Edgewood
Summary
Successful Continuous Improvement Manager with expertise in developing process improvement solutions resulting in increased productivity. Focused on improving customer experience by implementing changes and supporting new ways of working. Driven to support coworkers by providing simple, easy to use resources.
Overview
22
22
years of professional experience
Work History
Quality Assurance Specialist III
CareFirst
01.2024 - 11.2024
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Optimized workflow efficiency by introducing automation tools into the QA process where appropriate.
- Utilized root cause analysis techniques to identify underlying issues contributing to product defects or customer complaints.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Collaborated with cross-functional teams to develop robust quality assurance strategies for new products.
- Streamlined the documentation process, ensuring adherence to industry standards and regulatory requirements.
Senior Administrative Assistant
T. Rowe Price
04.2023 - 12.2023
- Kept files and records in content management systems such as MS SharePoint, EXCEL and others.
- Served as a reliable point of contact for both internal and external stakeholders, demonstrating strong problem-solving skills to address any issues that arose.
- Arranged business travel details for company employees per supervisor requirements.
- Supported program operations by preparing and updating documents, reports and spreadsheets.
- Supported project teams in achieving their goals through proactive assistance with research, data analysis, and report preparation.
- Acted as backup for other employees by providing support and adapting to requirements of department.
- Maintained personal schedule, professional calendar, and individual appointments for senior staff members.
- Facilitated successful events, including conferences and workshops, through meticulous planning, coordination, and execution of logistics.
- Improved team productivity by effectively coordinating schedules, meetings, and travel arrangements for senior executives.
Continuous Improvement Manager
IKEA Customer Support Center
06.2017 - 02.2023
- Manage process designs and improvement initiatives and projects.
- Measure the effectiveness of process implementations using analytics and data.
- Improve, develop and document working routines.
- Educate and facilitate trainings on new process ways of working and change management.
- Provide management with project status updates, feedback, and appropriate reporting for decision making.
- Manage knowledge base database.
Project Team: Fix the Basics
IKEA Customer Support Center
02.2016 - 05.2017
- Responsible for creating, documenting, presenting, and implementation of project plans.
- Workstream lead for development of sourcing strategy, manager assessment center, co-worker assessment materials, manager training, and developing partnerships with local colleges and community organizations.
- Provide communication to project team, global sponsors, management team, and coworkers; develop working relationships with other departments in the Customer Support Center, Service Office, Human Resource Service Center, and external consultant firm.
- Maintain, update, and communicate risks, issues, and project log to ensure continuous progress is achieved.
- Point of contact for Chest of Drawers recall project team. Managed risk log, communicate real time updates to leaders and coworkers, and responsible for action planning.
Quality Manager
IKEA Customer Support Center
12.2013 - 01.2016
- As part of the management team, responsible for managing, leading, and developing the quality team.
- Develop working relationships with other departments in the Customer Support Center and eCommerce.
- Recruit, hire, and train new coworkers.
- Implement quality guidelines, quality monitoring system, and document procedures.
- Provide communication to call center regarding updates to quality guidelines and best practices to improve customer experience.
After Sales Manager
IKEA Customer Support Center
09.2012 - 11.2013
- As part of the management team, responsible for managing, leading, and developing the after sales team.
- Develop working relationships with store partners and service providers.
- Recruit, hire, and train new coworkers.
- Implement new routines, document procedures and provide communication to call center regarding updated policies and procedures.
- Perform leadership activities including Duty Manager, preparing and delivering performance reviews, reporting, monthly coworker meetings, and attendance records.
Services Front Line Manager
IKEA Customer Support Center
04.2011 - 08.2012
- As part of the management team, responsible for managing, leading, and developing the front line team.
- Track productivity to ensure standards are met.
- Perform leadership activities including Duty Manager, preparing and delivering performance reviews, reporting, monthly coworker meetings, and attendance tracking.
Quality Assurance Coordinator
IKEA Customer Support Center
10.2005 - 03.2011
- As part of the administrative staff, responsible for monitoring and providing feedback on incoming calls.
- Create monitoring tools and work with supervisors to implement monitoring procedures
- Responsible for statistical reporting.
Case Resolution Advisor
IKEA Customer Support Center
03.2004 - 10.2005
- Work as a liaison between all US store locations and customers to resolve customer concerns; documented issues and worked to resolve them in a timely and courteous manner.
- Work required working knowledge of various computer programs and tools and ability to multi-task and work in fast-paced environment with minimal supervision.
Store Service Advisor
IKEA Customer Support Center
04.2003 - 02.2004
- As a front line employee, handled incoming customer calls regarding customer service issues, general information about all IKEA US store locations, and IKEA products and services.
Education
B.S - Social Work
University of Maryland Baltimore County
Skills
- Written and verbal communication
- Values based leadership
- Quality assurance
- Problem-solving skills
- Analytical thinking
- Process improvement
- Decision-making
- Project planning
- System knowledge
- Team building
- Detail-oriented
- Problem solving
Timeline
Quality Assurance Specialist III
CareFirst
01.2024 - 11.2024
Senior Administrative Assistant
T. Rowe Price
04.2023 - 12.2023
Continuous Improvement Manager
IKEA Customer Support Center
06.2017 - 02.2023
Project Team: Fix the Basics
IKEA Customer Support Center
02.2016 - 05.2017
Quality Manager
IKEA Customer Support Center
12.2013 - 01.2016
After Sales Manager
IKEA Customer Support Center
09.2012 - 11.2013
Services Front Line Manager
IKEA Customer Support Center
04.2011 - 08.2012
Quality Assurance Coordinator
IKEA Customer Support Center
10.2005 - 03.2011
Case Resolution Advisor
IKEA Customer Support Center
03.2004 - 10.2005
Store Service Advisor
IKEA Customer Support Center
04.2003 - 02.2004
B.S - Social Work
University of Maryland Baltimore County
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