Bruce C. Email & Phone Number

Ontario, Canada

Vancouver, British Columbia, Canada

• Reporting to the VP of Customer Experience then the VP of Support, managed the delivery of worldwide technical support in collaboration with partners in Asia, Europe, South America, and the United States.
• Realized a vision of product and platform integration driven by growth and punctuated by organizational change. Scaled and standardized service delivery and processes through a culture of continuous revision and.
• Managed a diverse in-office and remote 24-hour workforce with multiple languages, locations, nations, and cultures.
• Steered talent acquisition to scale for superior employee performance and retention outcomes.
• Supported an environment of respect through authenticity and transparency to achieve organizational culture and business objectives.

Vancouver, Canada Area

• Reporting to the Director of Customer Intensity then the Chief Revenue Officer, managed the delivery of worldwide technical support via a team of highly specialized support analysts.
• Recruited, onboarded, and trained new support analyst and diversified the workforce with in-house and contracted talent for better coverage outcomes and improved reaction times with reduced cost.
• Successfully transitioned teams from legacy CRM and ticketing systems to Salesforce Service Cloud for a strategic organizational payoff.
• Implemented Salesforce chat as primary customer touchpoint qualifying and triaging support cases for priority and skills routing to improve responsiveness.
• Base-lined support metrics and established reporting and KPI’s on new platform to evaluate incremental improvements.
• Reduced year over year attrition of staff and stabilized and harmonized team dynamics.

Vancouver, Canada Area

• Reporting to the SVP of Service Operations, effectively oversaw and managed all aspects of a high-volume contact center focusing on continuous improvements in efficiency and service delivery through organizational.
• Expertly resolved customer escalations and facilitated successful outcomes over the phone and via social media.
• Coordinated multiple functional groups achieving a high level of customer support and a superior customer experience for an organization of 80+ individuals.
• Proposed and delivered an innovative web based customer onboarding solution fostering client engagement and retention through a self-directed product setup and learning system.
• Exceeded client expectations and achieved performance goals by developing customer feedback response systems through social media.
• Measured and improved company and department performance scoring using surveys and customer outreach campaigns.

Vancouver, Canada Area

• Responded to an organization in crisis by establishing basic departmental processes, structure, and objectives in response to customer dissatisfaction. Provided leadership, processes and skills to triage negative.
• Created a skilled team of technically oriented service professionals that expertly addressed service and billing queries and escalation with a focus on retention and the customer journey.
• Optimized the customer experience and established trust and developed relationships with key stakeholders through a responsive service organization with accountability to restore a good reputation and positive.
• Streamlined processes and improved scalability through the creation of procedures, policies, and documentation.
• Maintained an A-rating with multiple better business bureau regions through effective communication and superior complaint resolution strategies.
• Recaptured revenue through collections procedures to reengage clients while supporting customer retention and renewal goals.

Vancouver, Canada Area

• Provided exceptional over the phone and written support and service for in house software solutions.
• Established benchmarks in productivity, sales, and complaint resolution.
• Promoted to customer care supervisor and coached staff in complaint resolution, customer retention, and sales techniques.

Vancouver, Canada Area

• Provided sales, service and advice on the planning, installation and sales of residential kitchen equipment, built in vacuum systems, shower doors and mirrors for homebuilders.
• Negotiated pricing, product delivery and setup for walk-in customers and builder contracts.
• Acted as a liaison for the outside sales team and guided showroom activities for builder referred clients.
• Key holder, responsible for the opening and closing and security of the store.
• Attended semi-annual tradeshows to provide customer relations to home builders and the general public about home appliances.

Vancouver, Canada Area

• Provided expert and efficient service to customers requiring a rental vehicle for moving, touring, or the loss of use of their own car or truck.
• Solicited corporate sales among local repair shops for “loaner” rental business.
• Consistently a leader in up-selling and insurance sales.
• Effectively resolved situations with unhappy customers in person and over the phone.

Vancouver, Canada Area

• Excelled in car audio sales and design outfitting vehicles with latest technology including audio and video equipment.
• Provided expert knowledge and sales of audio, video and personal electronics.
• Provided in home consultations for builders of high-end homes that required media solutions for in-home theaters and wiring for audio and video and component control in all rooms and outdoors.
• Official judge at Car Audio Nationals competitions of “sound off” vehicles.

Certificate, Advanced Project Management

Certificate, Network Specialist