Bruno Venini Email & Phone Number

Oakland, Ca, Us

Oakland, California

•Develop, draft, document, standardize, and implement department level policies, procedures, and training materials•Collaborate cross departmentally to assure buy-in and alignment in processes at the service of both internal and external stakeholders •Identify and lead continuous improvement and implementation of projects across a wide platform of technical and strategic needs•Deputize for department Director in line with global management needs

Oakland, Ca

•Manage a multiple team staff of over 20 full time, seasonal, local, and offshore customer support agents in a 24/7 product support department processing ~80,000 inbound requests leveraging CRM/phone/live chat•Improve CSAT and first response rates in accordance with SLAs, positively increasing company’s overall NPS score•Recruit, hire, coach, develop, counsel, motivate, and train staff to meet business needs•Facilitate staff meetings to ensure consistent product knowledge, encourage interaction/camaraderie

Oakland, Ca

•Oversee, mentor, and develop a staff of 8+ highly technically skilled agents •Create cross department workflow rules in order to increase team performance output•Draft, edit, implement, and deliver team training manual

Oakland Ca

•Serve as initial point of contact for inquires ranging from accessibility to systems configuration•Collaborate cross departmentally to facilitate issue resolution and ensure customer satisfaction •Suggest and improve upon internal and customer facing documentation

Phoenix, Arizona

•Draft, edit, and formalize company-wide documentation including business plan, policy and procedures, marketing materials, training manuals, and customer surveys for ecommerce start-up•Configure, populate, install, and implement CRM software (SalesForce) for contact center •Recruit, interview, hire, and collaborate with principle positions for website back end and customer support •Establish and monitor performance expectations for efficiency and quality in coordination with departmental program goals and objectives through metrics and performance indicators

Washington D.C.

•Manage daily operations of the AMCAS contact center handling over 100,000 seasonal inquires (In-bound phone/email) in support of a web-based SaaS application•Plan, develop, implement, document, and evaluate appropriate policies and procedures for contact center operations•Recruit, hire, coach, develop, counsel, and motivate 20 permanent and temporary staff members as necessary•Facilitate weekly staff meetings to ensure consistency among product knowledge, encourage staff interaction, and harbor camaraderie among team members

Washington D.C.

•Coordinate the successful completion of seasonal and ad-hoc tasks performed by the ERAS Help Desk team•Responsible for managing the staffing, procedures, and timeline for testing of software products in order to eliminate programmatic and functional errors•Participate in the interviewing and hiring process of permanent and temporary staff•Review training plans, monitor the effectiveness of the training process, and be a resource for new team members•Attend management meetings, prepare reports, and conduct presentations for internal and external audiences

Washington D.C.

•Interface by telephone and e-mail with upwards of 90 clients daily regarding problem-solving, marketing, polices, procedures, training, software enhancements, and the interaction of software applications with other organizations•Develop and contribute to ERAS client support tools; review and edit internal materials for improvement•Communicate new issues to ERAS management and team members; devise and propose individual/team solutions •Participate in the review of ERAS software and the identification of problem areas for future development •Contribute to specialized task forces and teams as requested to meet the needs of users and constituents

The Library Of Congress

•Serve as initial point of contact for troubleshooting hardware/software PC/Mac and printer problems•Provide phone and in-person support to an average of 80 users per day for a web-based application•Train new staff to enhance customer service and increase productivity for a Helpdesk of 30 agents•Perform product system testing to ensure the quality and functionality of a web-based application •Create training materials to standardize processes and streamline information

The World Bank

•Provide first level support for upwards of 65 clients daily, from analysis to resolution of hardware, peripherals, and network problems•Perform a broad range of installation, configuration, upgrade, roll-out and troubleshooting of Windows-based equipment via desk-side, phone, and remote support channels•Manage client support processes including broadband connectivity, account provisioning, and email applications•Design and document new standards for technical procedures to improve existing processes, and expedite service •Research and demo new equipment to anticipate and fulfill client needs

•Oversee daily staff schedules and teams providing solutions for conventions and meetings for up to 50,000 attendees •Install, configure, and remote troubleshoot mobile Windows workstations for attendees and client sites •Work closely with clients to identify requirements, create cohesive plans, and schedules for event execution•Provide technical assistance to customers in a fast-paced, high-stress environment while delivering consistent quality service

Bachelor Of Arts (Ba)

Bachelor Of Arts (B.A.), Liberal Arts And Sciences/Liberal Studies