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Bruce B

The Jack Welch of Customer Service

Occupation:

Customer Service Manager

Location:

Lees Summit, MO

Education Level:

High School/GED

Will Relocate:

YES

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A results oriented, high energy, enthusiastic, hands on executive with excellent interpersonal communication,leadership,team building & turn-around skills

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COMPANY POSITION HELD DATES WORKED

Toshiba Business Solutions (Confidential) 8/2005 - 11/2006
TLC Office Systems (Confidential) 1/2002 - 3/2005
IKON Office Solutions (Confidential) 12/1988 - 1/2001
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SCHOOL MAJOR YEAR DEGREE

U.S. Navy Eqauivalent in Electronics 1963 Associate Degree
Lynden Christian General Studies 1960 High School/GED Degree
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Highlights:

To Whom It May ConcernI am seeking a position in a small to mid-size company where I can utilize my knowledge and experience to make a positive difference in growth, profitability and customer care (internal and external. I am a high energy, hands on, enthusiastic, seasoned executive with 23 plus years of experience managing and supporting small to midsize companies in both retail and dealer channels of trade in the office products, analytical instrumentation and computer industries.My expertise is customer service operations and aftermarket sales management with full profit and loss responsibility ranging from $10 million to $275 million in revenue and from 1 location to 17 locations. I have excellent analytical skills, supported by a thorough understanding of Microsoft Office, including Word, Excel and Power Point along with the utilization of Monarch and U/SQL report writers, and industry specific software OMD Operating System and ADS Automatic Dispatch System.I have in-depth and diverse management expertise in Field Operations, Call Center Operations, Administrative Support (order processing, contract administration and billing), Technical Support (problem resolution/escalation, product performance, new product development and launch), Training Support (technical and customer), Strategy Development, Inventory Management and Business Planning and ControlI have a strong background in corporate management with experience in matrix management operating within cross-functional/ business unit work environments, integration of acquisitions into on-going operations and functional consolidations within companies.A proven leader with strong organizational and interpersonal communication skills, I have initiated, developed and implemented strategic business initiatives, building winning customer service and aftermarket sales organizations matching employee strengths and talents to business opportunities resulting in significant company growth and improvement to bottom line.Accomplishments include: Initiating management programs focused on staffing benchmarks, cost controls, improved measurement systems based on key metrics and standardized reporting that improved productivity, accountability and cost effectiveness. Reduced field headcount by 13%, which resulted in a savings of $2.7 million. Leading the centralization of customer call-center operations supporting 800 service employees and 60,000 customers. Reduced call-center headcount 42.9% resulting in a savings of $650,000. Directing the consolidation of all parts and supplies purchasing, inventory and distribution for 30 locations resulting in a $4.2 million reduction in inventory and a cost savings of $1million. Increasing bottom line returns $2.9 million including a $1.6 million one-time compensation increase adjustment and a $500,000 investment in wireless communication capability.

Companies I like:

Canon USA Sharp USA Konica Minolta T-mobile

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Customer Service Operations: Led the centralization of call centers - savings $2.7M, Implemented benchmark metrics reporting system -savings $650K
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