Bruce Ratcliff Email & Phone Number

Batavia, Il, Us

Project manager for Parksite Phone System Project. Overall planning and support implementing new Telephony platform for Parksite to nine locations with Genesys Cloud CX1

Chicago, Il, Us

Project Manager for United Airlines supporting their Customer Engagement Platform initiatvie for Contact Center Operations and IT Group. Working directly with United Airlines, CDW and AWS teams associated with the overall deliverable of the Customer Engagment Platform.

Basking Ridge, Nj, Us

Project manager for Verizon supporting Kaiser Permanente Genesys SIP Deployments for Contact Center Operations. Manage all teams associated with overall deliverables in communications, meetings, tasks, and issue resolution. Instrumental in migration of 3,000+ agents to Genesys SIP platform

Chicago, Illinois, Us

Senior project manager supporting McDonalds Application Development, currently overseeing Global Restaurant Service Desk and COVID19 Task Force programs.

Deerfield, Il, Us

Senior project manager supporting Walgreens Pharmacy and Retail Centralized Services Organization, responsible for implementing operational contact center solutions.Lead project manager on 25+ projects and multiple pilot initiatives, as well as large scale operational support model for Walgreens Pharmacy and Retail organization.

Pleasanton, Ca, Us

• Lead project manager in implementing cloud contact center solutions for Genesys organization• Planned and executed complex delivery of cloud solutions for two companies with locations worldwide; successfully delivering new technologies, training and enhancements as agreed in SLA • Produced key documents specific to project delivery including contracts, project schedules, status reports, issue and risk logs; which aided in a successful and timely implementation

Chicago, Illinois, Us

• Business lead manager successfully implemented Genesys platform for customer service and business operations; converted all U.S. Cellular®’s contact centers and BPO partners. $40M project encompassing 8 centers and 3,500 agents• Responsible for leading the effort from the RFP process, solution and vendor selection, planning & analysis, discovery, training, implementation, operation support and impacting endeavors associated with implementing a new telephony technology platform• Lead a collaborative effort with contact center management to enhance and improve productivity utilizing the new Genesys technology features; improving on Associate efficiencies and call handling

Lake Bluff, Il, Us

• Successfully assisted with strategic and implementation consulting for client companies in the contact center space, delivering on improvements to call handling and overall performance improvement• Successfully managed multiple workforce optimization initiatives such as: contact center operations and engagement manager for quality monitoring and call recording products

Dallas, Tx, Us

• Lead project manager for $34M conversion of Midwest region twenty-two Consumer and Credit & Collection contact centers to upgraded telephony platform. Converted 22 centers in 5 states totaling over 10,000 agents• Led cross-functional team encompassing technology and training based initiatives designed to standardize business operations, better utilize employee’s skills and significantly improve the customer experience• Platform telephony components include Genesys, Avaya, IEX, Verint and KnowlAgent

Chicago, Illinois, Us

• Responsible for overall management of the customer service, operations and workforce management teams tasked with enhancing customer service, technical support, training and quality control in support of over 17,000 FTD customers for the Mercury Technology division• Implemented First Call Resolution, quality service and productivity programs; which resulted higher customer satisfaction results and improved overall employee satisfaction • Experienced in people management; including hiring, coaching, performance management and termination; had operating budget of $5 million and a staff of more than 75 employees

Tampa, Florida, Us

• Provided direction and support to contact centers workforce management and operations teams during seasonal period; hiring and managing a ramp up of 1,000 agents in three months to support increased call volume• Successfully delivered on call center operations and workforce scheduling initiatives to support the additional agents from ramp up of 500 → 1,500 agents and handle the increase in seasonal call volume• Worked with all levels of management from customer service and operations to executive management to enhance performance, maximize productivity and improve overall customer satisfaction

• Successfully managed over 120 workforce management, operations and capacity planning personnel across 23 BPO customer contact centers and over 8,500 agents in support of over 35 customers worldwide• Implemented key operational planning initiatives across contact center operations; involving best practices of operational processes and procedures, an organizational restructure, integration of customer operations and metrics and technology enhancements, which in turn showed improved efficiencies and reduction in FTE• Completed implementation of a centralized national operations center for workforce management team; this allowed improved productivity and usage time, allowing ability to handle increase call volumes

Chicago, Illinois, Us

• Managed a Client Services team and staff responsible for Workforce Management, supporting 4 centers nationally with 300+ technical support representatives• Improved company annual expenses by $2.5 million by planning and consolidating workforce personnel and implementing new technology and processes across multiple locations

Dallas, Tx, Us

• Led the support operations team responsible for implementing two comprehensive installations and conversion projects of the Lucent G3R switches to 27 contact centers totaling 6,000+ service representatives; which improved call routing, average speed of answer and productivity

New York, New York, Us

• Responsible for Workforce management staff of call center operations for 750+ agents. Integral role in consolidation of ten nationwide centers to one location, saving company over $10 million annually in expenses

Bachelor'S Degree Business Administration, Finance, General

High School