Bruce Guthrie Email & Phone Number

Direct the successful execution of Business Partner field workforce technical operation functions.Provide leadership and direction to Business Partners to ensure a best in class customer experience is achieved.Track and report on key workforce management metrics and trends.Develop and refine the management strategy of this newly established department.

El Segundo, Ca, Us

Provided tactical, strategic and operational leadership for DIRECTV field service operations. Managed multiple centralized teams specializing in operational support.Work Force Management/Dynamic Dispatch – Successfully managed a team of 50+routing coordinators, provisioners, supervisors and managers. This team managed work for 32 field locations and more than 1,600 technicians.Cross Functional Leadership – Managed the deployment and successful implementation during multiple system and work order management system conversions across 32 sites.Merger and Integration – Key team member responsible for the integration of acquired companies personnel and operations into our existing operations.Productivity - Monitored and managed Call and Ticket Queues ensure maximum efficiencies. Worked hand in hand with field locations to assist in driving technician and site productivity.Revenue Expansion – Managed team that centrally supported the DIRECTV Protection Plan. Nationwide take rates surpassed 50% for the first time ever in 2014.Escalation Management – Managed regional customer escalation functions to ensure the timely issue resolution, and customer satisfaction.Process and Procedure – Developed and established processes that were rolled out regionally and nationally.Customer Experience – Integral operational team member of a group that improved the field operations customer experience by more than 12 points in less than two years.Cost Control Management – Responsible for establishing and standardizing procedural checks and balances that reduced key expenditures by more than 30% year over year.

Provided strategic and operational leadership for our field operations team by managing centralized contact center and payroll operational functions.Payroll Management – Managed the centralized team responsible for piece rate technician payroll.Vendor Management - Measured and managed outsourced vendors and staff that included over 300 inbound and outbound contact center representatives.Contact Center Management – Built and ran a centralized operational support call center that included 80+ in house support personnel and over 300 outsourced vendor representatives.Merger and Integration – Seamlessly handled the acquisition and integration of an outside companies personnel and operations into our existing operations. Successfully consolidated 4 operational teams down to 1 team; reducing staff by 40% and operations centers by 75%.Customer Satisfaction – Established a post call customer support operation that helped to improve customer satisfaction by more than 10 incremental points.Budgeting – Responsible for developing, and managing an annual budget in excess of $5 million.Revenue Expansion – Managed team that centrally supported the DIRECTV Protection Plan. Within three years our technician take rates went from single digits to over 45% across all 4 regions.

Dallas, Tx, Us

Relationship Management – Built team responsible for managing the relationships with ISP and content partners from the initial testing and on boarding process through post deployment.Nationwide Conversion – Lead team that converted more than 4 million existing High Speed Data customers from one network platform to another platform in less than 30 days.Director of Client ServiceseCharge CorporationJune 2000 - June 2001Relationship Management – Key client contact responsible for planning, developing and managing all client projects from concept to implementation through deployment.Cross Functional Leadership – Managed all internal functional (IT, HR, Sales, Operations, Executive Leadership, Etc.) teams through the startup, and successful implementation of all client programs.Manager of Customer Care/Manager of Field OperationsTCI/AT&T BroadbandDecember 1996 - June 2000Implementation and Nationwide Standardization– Managed a team responsible for the nationwide customer care, and field operational preparedness of the companies very first deployments of high speed broadband serviceService Excellence - Provided customers exceptional service and confidence during outage situations by instilling a process driven sense of urgency into each and every customer facing employee. Implemented a successful proactive internal and external customer outage and escalation notification model.

Greenwood Village, Colorado, Us