Bruce Walters Email and Phone Number

As Manager I provide leadership to a team of Customer Service Supervisors and through the various communication channels within Operations (telephone, email, postal mail/written correspondence, and web chat) meet Maximus and contract goals/objectives as required. Collaborate with other managers to meet financial and service level goals including supporting development, and monitoring of volume forecasts. Provide leadership to call center supervisors and other professional staff.Interact positively with CSRs from all channels (phone, email, web chat, correspondence) and program staff.Analyze financial performance and assist with implementation of department's financial objectives in supporting proposal and contract initiatives.Plan, control, and report on production activities to include establishing priorities for resources; resolve production conflicts. Ensure all production turnaround standards and service goals are met. Lead project efforts to identify, analyze, and implement efficiencies that contribute to increased productivity. Review, approve, and sign time-cards as necessary.Assist with enhanced escalation calls as needed.Serve as a Behavior Analytics Trainer as needed. Identify customer requirements, developing plans for delivery, identifying and recruiting appropriate resources, assigning individual responsibilities, and developing schedules to ensure timely completion and final delivery of a solution to meet customer requirements.Manage subcontractors and relationships with partners and vendors to reduce the occurrence of problems and to quickly resolve any problems encountered.Enforce program standards such as quality control and security, and perform risk management and vulnerability studies. Notify Program Manager of any potential contract scope issues and work with Contract Administrator as needed.Lead or coordinate task order and contract modification proposal preparation See less

As Manager I provide leadership to a team of Customer Service Supervisors and through the various communication channels within Operations (telephone, email, postal mail/written correspondence, and web chat) meet GDIT and contract goals/objectives as required. Collaborate with other managers to meet financial and service level goals including supporting development, and monitoring of volume forecasts. Provide leadership to call center supervisors and other professional staff.Interact positively with CSRs from all channels (phone, email, web chat, correspondence) and program staff.Analyze financial performance and assist with implementation of department's financial objectives in supporting proposal and contract initiatives.Plan, control, and report on production activities to include establishing priorities for resources; resolve production conflicts. Ensure all production turnaround standards and service goals are met. Lead project efforts to identify, analyze, and implement efficiencies that contribute to increased productivity. Review, approve, and sign timecards as necessary.Assist with enhanced escalation calls as needed.Serve as a Behavior Analytics Trainer as needed. Identify customer requirements, developing plans for delivery, identifying and recruiting appropriate resources, assigning individual responsibilities, and developing schedules to ensure timely completion and final delivery of a solution to meet customer requirements.Manage subcontractors and relationships with partners and vendors to reduce the occurrence of problems and to quickly resolve any problems encountered.Enforce program standards such as quality control and security, and perform risk management and vulnerability studies. Notify Program Manager of any potential contract scope issues and work with Contract Administrator as needed.Lead or coordinate task order and contract modification proposal preparation

As Acting Manager I provide leadership to a team of Customer Service Supervisors and through the various communication channels within Operations (telephone, email, postal mail/written correspondence, and web chat) meet GDIT and contract goals/objectives as required. Collaborate with other managers to meet financial and service level goals including supporting development, and monitoring of volume forecasts. Provide leadership to call center supervisors and other professional staff.Interact positively with CSRs from all channels (phone, email, web chat, correspondence) and program staff.Analyze financial performance and assist with implementation of department's financial objectives in supporting proposal and contract initiatives.Plan, control, and report on production activities to include establishing priorities for resources; resolve production conflicts. Ensure all production turnaround standards and service goals are met. Lead project efforts to identify, analyze, and implement efficiencies that contribute to increased productivity. Review, approve, and sign timecards as necessary.Assist with enhanced escalation calls as needed.Serve as a Behavior Analytics Trainer as needed. Identify customer requirements, developing plans for delivery, identifying and recruiting appropriate resources, assigning individual responsibilities, and developing schedules to ensure timely completion and final delivery of a solution to meet customer requirements.Manage subcontractors and relationships with partners and vendors to reduce the occurrence of problems and to quickly resolve any problems encountered.Enforce program standards such as quality control and security, and perform risk management and vulnerability studies. Notify Program Manager of any potential contract scope issues and work with Contract Administrator as needed.Lead or coordinate task order and contract modification proposal preparation

Supervision of ISG (Internal Support Group), duties includes call monitors and coaching to improve agents. Fielding 3rd level calls for callers. I perform record keeping for attendance and overall supervision of ISG agents. Recently returned to role after Performing a temporary role as Manager for General Dynamics in London, Kentucky

As Acting Manager I provide leadership to a team of Customer Service Supervisors and through the various communication channels within Operations (telephone, email, postal mail/written correspondence, and web chat) meet GDIT and contract goals/objectives as required. Collaborate with other managers to meet financial and service level goals including supporting development, and monitoring of volume forecasts. Provide leadership to call center supervisors and other professional staff.Interact positively with CSRs from all channels (phone, email, web chat, correspondence) and program staff.Analyze financial performance and assist with implementation of department's financial objectives in supporting proposal and contract initiatives.Plan, control, and report on production activities to include establishing priorities for resources; resolve production conflicts. Ensure all production turnaround standards and service goals are met. Lead project efforts to identify, analyze, and implement efficiencies that contribute to increased productivity. Review, approve, and sign timecards as necessary.Assist with enhanced escalation calls as needed.Serve as a Behavior Analytics Trainer as needed. Identify customer requirements, developing plans for delivery, identifying and recruiting appropriate resources, assigning individual responsibilities, and developing schedules to ensure timely completion and final delivery of a solution to meet customer requirements.Manage subcontractors and relationships with partners and vendors to reduce the occurrence of problems and to quickly resolve any problems encountered.Enforce program standards such as quality control and security, and perform risk management and vulnerability studies. Notify Program Manager of any potential contract scope issues and work with Contract Administrator as needed.Lead or coordinate task order and contract modification proposal preparation

Assisted entry level CSRs with questions they could not answer

In addition to normal supervisor duties was also on the Feedback Team, and was a Point of Contact for MA Log. Position of Acting Senior Representative effective May 28, 2007Position of Medicare Benefit Specialist October 27, 2006Position of Tier I CSR from April 2006 to October 27, 2006Claims training received are DME I and Part B 2.

Helping phone callers by answering questions and aiding in forms

Daily operationOrderingInventoryAdvertisingPersonnel

Sale of Motorola Two Way Radio Buddy's Bar-b-q

Achievements:ServSafe Certification Responsibilities Daily operation PersonnelInventoryOrderingFood cost and labor Control

Daily operationOrderingInventoryAdvertisingPersonnel

Daily operationOrdering of beds and furnitureInventoryAdvertisingSupervision of sales, warehouse and delivery staffProcessing of financial contracts