Bruno Venini Email & Phone Number

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.
• 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