Bruce M. Coward Email & Phone Number

• ATM Consultancy Services• Portfolio Management• Acquisitions• Business Development

Louisville, Ky, Us

• Drove and developed the strategy for two call centers (Technical support and performance teams), promoting excellent customer service, operational uptime. Decreasing average time to answer, and abandonment rates.• Metrics, Budget, and KPI’s Management.• Oversaw staffing, training, technology implementation, purchasing and inventory control. • Directed large project rollouts for regional and nationwide retailers.• Vendor contract negotiations, vendor relationships.• Resolved escalated customer and service Issues.

• Managed and promoted customer service, operational uptime.• Resolved escalated customer and service Issues.• Project planning, scheduling, routing, and inventory management

Houston, Texas, Us

Managed the 24/7 Call/Command Center promoting customer service, operational uptime, staffing, and meeting/exceeding key performance indicators. Ensured timely resolution of all customer issues, vendors' performance and SLA's.Identified and implement operations and process improvement initiatives.Resolve escalated customer and service issues. Promoted customer and vendor relationships.P&L responsibility.

Managed and promoted customer service, operational uptime, staffing, training, vendor management, contract negotiations, technology implementation, purchasing and inventory control. Ensured timely resolution of all customer issues; timely completion of projects, vendors' performance, SLA's and Agreements and contract management. Collaborated in contract negotiations, RFPs and regulatory compliance.Resolve escalated customer and service Issues. Promoted customer and vendor relationships, project implementation, tracking, vendor selection (for projects).

Built a scalable business model to support rapid growth in a seasonal business.Developed sales channel, marketing, customer support.Spearheaded hardware/software selection and purchase. Initiated contract negotiations, RFPs and vendor selection.

Managed and promoted customer service, operational uptime, staffing, training, vendor management, contract negotiations, technology implementation, purchasing and inventory control. Ensured timely resolution of all customer issues; timely completion of projects, vendors' performance, SLA's and Agreements and contract management. Collaborated in contract negotiations, RFPs and regulatory compliance.Resolve escalated customer and service Issues. Promoted customer and vendor relationships, project implementation, tracking, vendor selection (for projects).

Knoxville, Tn, Us

Developing new revenue streams that utilizes NSA's infrastructure. NSA is a turn-key solution for businesses that need to solve problems in “the field.” NSA professionals throughout the U.S. provide clients with speed, dependability and cost advantages for large regional and national projects as well as business-as-usual solutions. From a lightbulb change-out to nationwide brand audits, NSA has the resources to get work done.

• Defined the roles of the Operation Center Managers to highlight the areas that they should be focused upon, on a daily, weekly, monthly basis dependent on the size of the operation (Determined by events (main driver of revenue and resources)• Provided a document that outlined the current process and recommendations for the future that would save the company over $1.5M.• Through analysis, structured the Operation (Cost) Centers into four levels, determined by events, and developed organization structures that could be applied to each of the levels to ensure that efficiencies were maximized.• Developed a vault staffing model to determine the correct number of employees that should be allocated to the vault, based on work load, along with recommending aligning hours of operation to work flow. In one Operations Center, if applied would gain a 15% improvement in efficiency.• Identified route inefficiencies and recommended improvements. In one instance, the recommendation would have saved the company $47K per year• Assuming the above expense reductions are implemented, the ROI for the Company is more than 1,811%.

Managed and promoted customer service, operational uptime (ATM & Tax check cashing), staffing, training, vendor management, contract negotiations, call center operations, technology implementation, purchasing and inventory control. Ensured timely resolution of all customer issues; timely completion of projects, vendors' performance, SLA's and Agreements and contract management. Collaborated in contract negotiations, RFPs and regulatory compliance.Escalated customer and service Issues. Promoted customer and vendor relationships, project implementation, tracking, vendor selection (for projects), Team Meetings, one-on-ones, reviewed employee performance.

Oversaw and forecasted day-to-day operations of the business, customer service, operational uptime, staffing, training, vendor management, contract negotiations, call center operations, technology implementation, purchasing and inventory control.Ensured timely resolution of all customer issues, timely completion of projects, vendor Performance, SLA's and Agreements. contract management. contract negotiations, RFPs and regulatory compliance.Escalated customer and service Issues for prompt resolution. Enhanced customer and vendor relationships. project implementation, tracking, vendor selection (for projects), team meetings, one-on-ones, reviewed performance reports and all invoices.

In charge of eight cost centers, with total annual sales of $24M, and a staff of 100+ with seven direct reports.Held full P&L leadership for business plan development, strategic planning, budgeting, management recruitment and development, key account management and retention, business development, program development, contract negotiations and reporting.Analyzed operating statistics, reviewed P&L statements, evaluated large customer performance. Initiated performance improvements when necessary, met with direct reports, sales, HR. Attended operational meetings, as well as meeting those initiated by the sales team.

In charge of 12 cost centers, with total annual sales of $10M, and a staff of 80+ with seven direct reports.Held full P&L leadership for business plan development, strategic planning, budgeting, management recruitment and development, key account management and retention, business development, program development, contract negotiations and reporting.Analyzed operating stats, reviewed P&L statements, and evaluated large customer performance. Initiated performance improvements when necessary, met with direct reports, sales, HR. Attended operational meetings, as well as meeting those initiated by the sales team

City And Guilds, Numeracy

Rsa, Certificate Of Professional Competence In National Road Haulage Operations

City And Guilds, Communication Skills