Bryan Blume Email & Phone Number

Kirkland, Wa, Us

Plantation, Florida, Us

Single Threaded Customer Service Organizational Healthcare Leader responsible for growing and inspiring a world-class customer service healthcare team that supports pet parents in promoting the overall wellness of their pets. Areas of focus include Pharmacy, Vet Diet, Vet Care, and Pet Insurance Health and Wellness Plans.•Builds and execute strategic a roadmap on how to provide optimal healthcare services and support for customers. •Drives an effective organization of responsibility include recruiting, training, coaching, employee engagement, workflow patterns, performance standards, and staffing levels and supervision.•Provides strategic direction, planning, and execution to improve customer experience with data analytics and automated system enhancements.•Delivers high level Leadership Development for all Healthcare leaders in conjunction with HR and Business Partners.•Sponsors and leads cross functional Process Improvement events to solve systemic defects which are surfaced through voice of customer listening mechanisms. •Leads a large department with cross divisional impacts to deliver on the commitments of Chewy Health and the aggressive growth projections. •Models’ accountability, creativity, resourcefulness, energy, passion, leadership, integrity, honesty, and team building.

Seattle, Wa, Us

Led a global organization that influences the broader business to effect change through the customer voice. Leveraged both quantitative data analysis (Contacts, Concessions, Analytics/Defects) and qualitative information (case studies, customer feeling expressions) to provide deeper insight into the customer journey and potential business impact beyond individual customer pain points. Impacts delivered ranged from defect remediation contribution of over $150MM annually, to contact elimination and transfer reduction goals of over 3MM annually, to customer downstream impact opportunity improvement of $630MM in year.•Single Threaded Owner (STO) of Customer Experience and Insights Program Management Organization, leading over 100 geographically disbursed Program, Product and Analytics resources to directly contribute to concession, contact and transfer reduction goals for the Retail Business, as well as downstream impact improvements found in anecdotes, contacts and customer data (research and analytics). •Owned the Customer Accessibility strategy. Building an operational framework encompassing systems, processes and people to better serve customers with disabilities.•STO of the World Wide CS Executive Customer Relations program. Drove the strategic direction for the channel. Owned customer experience ranging from customer facing resolution of CEO addressed contacts, to defining and resolving CS and business processes stemming from CEO contact insights across platforms. •Led the Speech Analytics program which defines the analytical approach of using voice of the customer data. Provided quantification of emergent newsworthy events with data on the trends, customer sentiment, and anecdotes in order to inform CS Operational leaders how to engage and respond. •Led the Diversity, Equity and Inclusion (DEI) team to produce strategies for DEI and create impactful conversations within teams regularly. Team had high dwell and balanced across diversity indicators.

Seattle, Wa, Us

Led Program and Operations teams representing customer contact and defect elimination for Amazon President, CEO, SVPs and other Amazon Sr. Leaders offices. Creation and presentation of ~10 monthly customer experience audits to CEO, SVP and VP levels which involved coordination and collaboration between multiple business teams across Amazon.• Drove over $1MM in annual contact and defect reduction operational and program efficiency across globally disbursed teams.• Grew and promoted ~20-25 leaders across global programs annually.• Experimented and grew program teams focused of complete mechanism defect resolution (process/tool, adoption and inspection).

Seattle, Wa, Us

Customer Service Site Process Improvement Leader teaching Operations teams to see and solve defects, and well as leading a team of Program and Analytics resources to solve network customer experience defects. • Drove network wide Kaizen and DMAIC projects to deliver tangible measurements of continuous improvement in the areas of waste reduction, customer effort, and process improvements. Validating $500K to $1.5MM in annual defect remediation.• Developed, trained, and mentored site management, associate and project teams on Lean Six Sigma philosophy and project management.

Seattle, Wa, Us

Led and managed teams of multiple Customer Service Managers and 150+ Customer Service Associates; responsible for the overall direction and performance of the teams handling phone, e-mail and chat channels. Responsible for solving complex customer service issues and proactively preventing negative service trends.• Identified and eliminated root cause barriers to accuracy, productivity, and quality• Developed and achieved performance goals and objectives in order to achieve customer promise expectations.• Drove quality initiatives, process change initiatives and Change/Six Sigma initiatives driving $250K to $750K in savings annually.

Mesa, Az, Us

Western Regional Account Manager, responsible for the city, court and police departmental relationships, contracts and administration across four states and ten cities. • Monitored client’s workflow (quantity and quality of violations) and identified areas of concern; helped resolve issues and communicate solutions to client.• Monitored field equipment, violation and court document accuracy, and generated ad-hoc reporting for client.• Analyzed performance metrics and provided recommendations and handled invoice and contract expense management.

Denver, Co, Us

• Coordinated Marketing and Sales Campaigns for custom builder generating over $10MM in sales annually.• Coordinated with Construction Superintendents and Trade Contractors on client projects.• Managed sales and escrow for multi-million dollar properties and high-level clientele.• Acted as liaison between builder and clients on all projects from inception to completion.• Assisted buyers and sellers at all levels in Real Estate resale and new home construction.

Scottsdale, Arizona, Us

Led a team of seven Operations Managers for a project of 1500 associates across five domestic and one international site; responsible for the overall direction and performance of the teams. Managed Client Relationship between client and vendor.• Managed one of the largest site launches and program ramps in company history; 0 to 1500 in six months.• Recruited and hired 50+ supervisors and five operations managers internally and externally across domestic and international sites. • Developed and facilitated training programs and an academy bay that resulted in reduced attrition, lower training costs, and increased quality.• Created and utilized a knowledge management system for policies and SOPs.• Created and implemented a ticketing QA department for client systems. • Handled statistical and trend analysis reporting for internal and client groups.