Adam Bruss Email & Phone Number

Milwaukee, WI, US

Milwaukee, Wisconsin, United States

I am responsible for driving a best in class customer experience. I provide overall direction around achieving targeted KPIs and implement breakthrough, strategic goals that drive overall customer satisfaction. I work collaboratively with cross-functional leaders in the organization to develop and implement strategies that increase quality, responsiveness.

Cudahy, Wisconsin, United States

As a Customer Experience Supervisor, I was responsible for supporting organizational effectiveness by providing leadership, coaching and development for the team to drive process improvement and high standards of excellence. I used customer service data, observations, trends and reports to get a clear picture of the department’s operations and ways to.

• Intraday contact center management
• Responsible for monitoring real-time contact center performance and communicating intraday results to business leaders within operations.
• Reallocates resources throughout the day as necessary to ensure service goals are achieved.
• Analyzes workflow and staffing patterns to proactively manage capacity for inbound phone calls, case work, and other project work throughout the day.
• Makes reactive and proactive intraday schedule changes, including proposal of recommendations to leadership and communication with front line staff.
• Manages phone queue assignments and priorities, modifying throughout the day as needed and making other adjustments according to business need.

• Lead in the development of short-and long-term goals and plans.
• Provide coaching, technical guidance, and support to Customer Service personnel.
• Monitor service availability based on customer service personnel schedules.
• Provide daily feedback on stats to customer service personnel.
• Identify and eliminate process or service issues that impact customer service operations.
• Ensure that Employees have appropriate workspace and reference material to effectively perform their job function.

• Facilitate sales and service skills development of all employees within the Retention Department to contribute to the attainment of the department objectives and goals.
• Complete call evaluations for department agents and related roles, evaluating to determine if content is meeting expectations. Conduct 1:1 coaching sessions with individual agents to provide feedback and skill.
• Develop and present selling & service skills workshops designed to build overall team skill set and improve sales and retention performance of team members. Develop related tools, job aids, and talking points to be.
• Analyze sales performance of individual agents by evaluating reports and progress towards departmental goals. Utilize call analytic tools to identify trends and new opportunities for skill development and process.

• Execute assigned trial initiatives, testing concepts or processes, or other initiatives designed to enhance the customer experience and support the attainment of organization goals
• Help determine test objectives and call recording requirements to be captured from each contact for a variety of cross functional test initiatives. Followed specific call guide scripting, place assigned calls for.
• Inbound and Outbound representative for customer facing test initiatives.
• Document contact details providing accurate reports on all tests as well as escalate test contact issues to management as appropriate. Identify any problems with the test; suggest modification/adjustment of resource.
• Completed specific test responsibilities including phone sales activity to potential or existing policyholders, provided customers with policy alternatives and choices as needed, all while "defusing" any customer.
• Coordinate, lead, and support customer retention projects while providing data, insight, recommendations and driving outcomes.

• Protect the overall Service Level performance of the call centers. Analyze intra-day level performance and make proper decisions or take appropriate actions that ensure the attainment of departmental goals.Call center.
• Monitor phone queues for all call centers that are supported by the Resource Center, executing all call escalation plans to protect service levels that are at risk.
• Record off-task items on necessary systems for call center groups supported by the Resource Center.
• Communicate Service Levels to all members of supported call centers multiple times per day.
• Interact with Call Center management to keep apprised of current or potential events that may impact call volume or service level.
• Facilitate the incorporation of new reports into the normal workday or have the ability to help to transition the report to another.