Thomas Bruno Email & Phone Number

Promoted to leadership team responsible for the development and performance of the Customer Support team. - Led web team in design and setting functionality of Customer Support site and hold responsibility for all new content related to product releases. - Analyze KPIs and department performance data in Google Sheets and Excel to identify trends and possible strategies to resolve performance issues, leveraging data pulled from Salesforce, Tableau, NetSuite, and TalkDesk. - Developed and maintained departmental documentation including SOPs and macros.- Hold full ownership for creation and deployment of four annual customer satisfaction surveys in coordination with all departments. - Managed implementation of TalkDesk phone system and live chat client for Support teams. - Led parts and products renaming initiative in partnership with Operations and Data teams.- Partnered with development team on a new issue tracking system in Salesforce for Support and Operations.- Drove design and build of a custom partner service portal to enable more effective support for service partners.- Designed and implemented an embedded post case survey system using Getfeedback.com to gauge CSAT.

1 Metrotech Center, 21St Floor. Brooklyn, Ny 11201

Managed a team of six Customer Experience Experts focused on key clients, reseller relations, and international support.- Developed and implemented departmental policies, processes, and agent quality and performance review program.- Held hiring authority and led process for ~10 hires during tenure in role.

1 Metrotech Center, 21St Floor. Brooklyn, Ny 11201

- Provided internal training including employee onboarding and specialized training on department policy, customer experience, technologies, and troubleshooting. Wrote extensive internal and external documentation. - Served as Technical Support Expert with focus on high profile clients (e.g. Microsoft, Boeing, GE, Pixar, NASA, et al.).- Performed onsite visits for reseller and client training for MakerBot hardware and software.

1 Metrotech Center, 21St Floor. Brooklyn, Ny 11201

- Provided phone and email support for the full MakerBot ecosystem (hardware, website, proprietary software) and support for sales, shipping, and general 3D printing practices.

- Worked in the organized and detail oriented environment of a general science laboratory- Conducted background research, planned and worked on multiple independent and collaborative projects at once- Completed extensive data analysis on project results and presented on full project scope- Managed general lab upkeep, chemical inventory, database management and coordinating the repair of equipment

Annual Giving Office

Monitored calls to ensure that conversations adhered to the goals of the program, aided in the training of new callers in communication skills and use of the SmartCall system.

Utilized the SmartCall system to contact alumni of Gettysburg College to promote alumni relations, update contact information and fundraise for the Annual Fund.