Michele Bainbridge
Leesport,PA
Summary
Energetic manager and problem-solver with talents for team building, leading and motivating, as well as excellent customer service and relationship-building skills. Highly skilled in teaching new concepts and encouraging best practice strategies.
Overview
29
29
years of professional experience
Work History
Sr Supervisor Training & QA
UGI Utilities Inc.
Denver, PA
11.2016 - Current
- Directed a team in implementing a comprehensive training strategy for Contact Center employees.
- Identified employee training requirements and developed programs to minimize error rates and ensure compliance with PUC regulations.
- Assisted in developing training materials for the Contact Center team. Supported initiatives to improve ongoing training for Customer Care staff. Maintained online Knowledge Center to keep resources updated and user-friendly.
- Oversaw quality assurance activities and identified areas for additional training or coaching.
Customer Care Supervisor
UGI Utilities Inc.
Reading, PA
03.2010 - 11.2016
- Oversaw and supported Contact Center employees in Customer Service and Credit and Collections functions.
- Directed leadership initiatives and conducted performance evaluations for 18 non-exempt direct reports.
- Oversaw all call center assignments, both on and off the phones, to ensure achievement of departmental goals.
- Resolved call escalation issues, focusing on high-profile accounts and ensuring customer satisfaction.
Customer Accounting Trainer
UGI Utilities Inc.
Reading, PA
04.2003 - 03.2010
- Created comprehensive training resources to effectively communicate company policies and safety protocols to new employees.
- Collaborated with subject matter experts to create accurate training content.
- Oversaw departmental adherence to state utility regulations.
- Designed and implemented procedural and remedial training sessions for existing employees to address knowledge gaps and operational efficiency.
- Served as project lead for various Customer Relations and IT initiatives
Senior Customer Outreach Representative
UGI Utilities Inc.
Reading, PA
04.1997 - 04.2003
- Administered and ensured compliance of state-mandated assistance programs to support low-income customers.
- Enhanced internal database capabilities through collaboration with external consultants. Played a key role in project team that successfully launched a new database from the ground up.
- Coordinated outreach and training activities with utility and community assistance agencies across service region. Conducted statewide roundtable presentations to share information and resources.
Education
Bachelor of Arts - Communications
Alvernia University
Reading, PA05.1993
Bachelor of Arts - Spanish
Alvernia University
Reading05.1993
Skills
- Extensive experience in training and content creation
- Expertise in PUC compliance standards
- Skilled in Microsoft Word, Excel, and PowerPoint
- Extensive knowledge of SAP CRM and ECC, as well as DOJM/CAD
- Knowledgeable in managing UGI's digital resources including the Customer Care Sharepointe site and internal social media outlets
Timeline
Sr Supervisor Training & QA
UGI Utilities Inc.
11.2016 - Current
Customer Care Supervisor
UGI Utilities Inc.
03.2010 - 11.2016
Customer Accounting Trainer
UGI Utilities Inc.
04.2003 - 03.2010
Senior Customer Outreach Representative
UGI Utilities Inc.
04.1997 - 04.2003
Bachelor of Arts - Communications
Alvernia University
Bachelor of Arts - Spanish
Alvernia University