Manager Customer Service

Lou Bruno

*** ****** ***** **** 603-***-****

Hampton, NH 03842 ***.*******@*****.***

GLOBAL OPERATIONS PROGRAM MANAGER

IT management professional with a focused commitment to project goals, customer satisfaction and business objectives

PROFILE Career includes key roles in leading the development and implementation of customer support system applications and software enhancements for large, highly matrixed organizations. Offering a deep knowledge of IT strategies, project planning tools and customer service guidelines along with vast experience in guiding people, processes and operations. Highly responsive technical liaison with proven skills in communicating with internal and external teams to align service strategy and translate business needs into technical plans. Equally skilled at using support center metrics, quality assurance monitoring and KPIs to reduce costs and improve system functionality.

- - - - - - - - - - - - - - - AREAS OF STRENGTH - - - - - - - - - - - - - - -

IT Project Development & Documentation Management Internal & External Business Communications

Service Agreement Review & Price Negotiations Customer Support & Relationship Management

Application Development / Customer Support Training Team Management, Motivation & Mentoring

Productivity & Workflow Process Improvements Business Partner & Vendor Relations

EXPERIENCE Bruno Consulting Services, LLC 5/17 – Current

Provide efficient and reliable consulting services to small and medium businesses. Focus will be on project/change management within telecommunications industry.

ATOS (*Formerly Gores Group/Unify, Siemens, IBM & ROLM) 10/81 – 11/16

Global Operations Manager (2010 – 2016) *Unify recently acquired by ATOS

Responsible for the development, management and support of the customer support portal which served 20,000 users globally. Worked with internal IT and 3rd party business providers to ensure functionality and applications were available for customers within portal (software download, documentation, knowledgebase, ticketing application).

Improved the customer support portal, increasing the number of users from 4,000 to 20,000 in five years.

Captured over $750,000 in cost savings for call desk activity due to the increased portal use.

Successfully supported 11 country delegates, running programs for them to promote use of the Customer Support Portal which surpassed targets, bringing global usage to 54%.

Significantly exceeded portal usage targets, increasing usage from 4% to 72% in the USA.

Process Manager, North America (2004 – 2010)

Played a key role in motivating and increasing productivity of field technicians and managers. Administratively responsible for leading teams; ensuring service excellence, overseeing training programs, assessing projects, managing deliverables and delegating workload.

Increased technician productivity by 60% by introducing a hand-held-device application that eliminated the telephone to receive tickets, updates and parts orders.

Created a material reporting tool which increased defective returns by 40% and saved the company $4M.

Introduced a Virtual Planning Board tool that improved productivity, efficiency and project accuracy by displaying all details (process, estimated time, tools) regarding the activity being performed by technicians.

SAP Business Consultant (2000 – 2004)

Developed and implemented the service attributes required for running the business utilizing SAP software with full responsibility for managing customer satisfaction objectives and initiating process improvements. Collaborated extensively with Sales and Back-level Support to manage customer relationships.

Utilized tools and processes to drive enhancements for overall business effectiveness.

Identified service delivery opportunities and recommended permanent process improvements

Consistently earned high customer satisfaction ratings for a high-volume service department.

EXPERIENCE ATOS (Formerly Gores Group/Unify, Siemens, IBM & ROLM), continued…

Installation / Service Manager IBM & Siemens (1984 – 2000)

Received all customer inquiries and service requests for installations/repairs, with full responsibility for end-to-end project leadership. Assigned technical resources based on the scope of each project. Provided detailed price quotes/bids which included technical services, hardware and software sales.

Led 10 to 18 direct reports responsible of overall installation and service activity for New England states.

Team received numerous accolades and awards for installations at UNUM (Portland, ME), Federal Reserve Bank in Boston, University of Vermont and Saint Anselm College, among others.

Monitored the System Assurance Process, reviewing and approving all sales proposals for budget accuracy, technically sound solutions and system design.

Worked closely with system engineer managers to identify opportunities to integrate products and solutions that allowed customer to leverage their intellectual capital.

Successfully delivered 100% customer satisfaction while achieving sales and profitability goals.

Project Manager ROLM (1982 – 1984)

Provided technical expertise and systems knowledge in establishing processes and guiding project teams involved with systems integration, technical support, product development. Led field service delivery projects with a focus on key performance indicators to ensure customer service objective were aligned with service delivery strategies.

Oversaw new installation work of software and hardware designers, subcontractors and install technicians.

Guided and executed small and large projects of various levels of complexity, meeting installation targets and customer satisfaction goals for every single one.

Awarded IBM/ROLM Circle of Excellence recipient in 1984.

Hardware Designer / Construction Coordinator ROLM (1981 – 1982)

Responsible for mainframe design, diagram cable runs and switch room layouts.

EDUCATION UNIVERSITY OF MASSACHUSETTS, Boston, MA B.S. in Education & Biology

ADDITIONAL Technology Skills Specialized Training

Microsoft Office: Word / Excel / Project / PowerPoint SAP Service Training

SAP Advanced Management School

ISO 9001

Affiliations

Project Management Institute (PMI) Certifications

Six Sigma

Order Sons of Italy in America PMP

- Named Man-of-the-Year, 2000 ITIL

- President, 1998-2004 Certified Scrum Master

Eastern Association of Intercollegiate Football Officials

- College Football Official, 1987-Present

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