Bruce White Email & Phone Number

San Mateo, Ca

Promoted to leadership role to focus efforts in optimizing agent performance. Provided agents with tool base knowledge and capability to successfully resolve and close out Tier 3 customer support cases. Cultivated and lead customer support agents that were located at our customer support vendor in Manila. Responsible for direct customer communication, training guide development for all products new and old, creating monthly agent workshops to optimize case handling, and latest support articles for internal agents and customers. Provided hands on guidance and leadership on location at each of company’s US and international based customer success centers. Validated all sites operational alignment and compliance with established customer success protocols. Includes day to day responsibility for submission tickets by customer support agents who need further assistance with handling customer support cases. These submissions range from technical support issues to GoPro subscription and Account related matters Implemented WalkMe Application across all operational platforms worldwide, WalkMe App allows front line agents the ability to better assist end users Validate flight logs for GoPro Karma (Drone) support cases Established internal and cross-functional processes to reduce resolution time for both customer knowledge and technical related issuesPerformed gap analysis on identified processes and technical specifications to ensure agent effectiveness and efficiency Create new and update department Knowledge base articlesTravel to call center for product knowledge and troubleshooting development

San Mateo, Ca

San Mateo, California

• Helped implement techniques to improve overall customer experience.• Answered technical, non-technical and sales questions for customers.• Provided feedback on products from a customer and technical perspective.• Performed user acceptance testing on upcoming company services.• Performed quality testing on products to be returned for consumer use.• Assisted in updating department Knowledge base articles.• Assist in moderating Community Hub posts by providing responses to users who are having an issue with a product

San Ramon, Ca

Identify process inefficiencies to improve overall customer satisfaction.Develop and implement processes for complaint and dispute resolutions.Review cases for response timeliness, accuracy, effectiveness, case documentation, and assess to determine if appropriate action was taken per process guidelines. Extensive use of Salesforce and database analysis to manage cases.Monitor consumer consultant phone calls to provide feedback, address weaknesses in handling complaints, and ensure quality control.Review recorded cases of individual consumer consultants to assess compliance with Chevron’s call model standard and effectiveness in responding to the customer’s inquiries.Assess employee performance and provide unbiased feedback to senior management which dictated performance metrics on the Manila team.Provide comprehensive feedback to Service Centers on review findings for agent and team level performance management. Facilitate weekly meetings with Manila Service Center to address performance management and performance gaps. Create templates for Chevron Manila Consumer Connection Center consultants to address consumer complaints.Monitor Chevron’s presence on social media (Twitter, Facebook, Yelp!) and collaborate with marketing and consulting teams to identify solutions, and prevent recurrence.Balance and prioritize competing deadlines through heavy calendaring and disciplined time management skills.Assist with high volume calls on Chevron’s executive and general switchboard -- directed consumers, potential clients, and Chevron executives to the appropriate employee and/or department.

San Ramon, Ca

Configured wireless devices to meet complex and extensive application and security requirements of individual clients such as Bank of the West, Toyota, and Hyundai.Executed flawless device configuration with 0% error rate on wireless products (cell phones, computer aircards, routers, etc.)Managed and organized small teams to complete exceptionally large orders (300+ devices).Demonstrated exceptional communication skills necessary on a cross-functional team -- collaborated with Corporate Account Specialists, Sales Reps, and Project Managers to address project tasks.Created and implemented company’s device staging criteria to maximize efficiency and streamline company process.Securely packaged and shipped staged devices to customer’s facility - tracked and monitored their location to ensure arrival before designated timelines.Responsible for setting up customer support phone calls to assist clients in troubleshooting devices.Researched and purchased products that replaced and increased the efficiency of clients’ prior wireless devices.

Responsible for assisting in general office support to include but not limited to:• Processing incoming and outgoing mail• Validated performance numbers • Assisted in general office work including document filing • Backed up on answering phones on high inbound call volumes• Update company’s computer system with client’s new information• Any and all other duties as assigned by Supervisor

Responsible for assisting in general office support to include but not limited to:Processing incoming and outgoing mailValidated performance numbers Assisted in general office work including document filing Backed up on answering phones on high inbound call volumesUpdate company's computer system with client's new informationAny and all other duties as assigned by

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