Customer Service Management

BRUCE A. MYERS

***** ******* ****, ***** ******, CA 92307 Cell: +1-858-***-**** *****.*.*****@*****.***

Professional Profile

Analytical • Versatile • Creative • Effective

Analytical problem solver with international experience in operations, business intelligence, data management,

global communications, marketing, and contact center operations in non-profit and for-profit environments.

Versatile and inventive with entrepreneurial aptitude in global communications and operational start-ups.

Exceptional ability to communicate effectively with technology, executive, and business leaders audiences –

with outstanding presentation, communication and cross-cultural team management skills.

Creative professional with extensive project experience from concept to development and thrives in dynamic,

challenging and fast-paced professional environments.

Effective in developing and implementing cost-effective process solutions to increase operational efficiency,

reduce cost, and boost revenue. Applies strong analytical and critical thinking skills to solve complex problems.

Strategically focused with a deliberate flexibility to execute changes as needed to counter dynamic markets.

Skill Highlights

• Domestic / International Operations • Business intelligence / Performance Metrics

• Global Print / Broadcast Communications • Data Visualization / KPI Reports / Dashboards

• Strategic Planning / Resource Optimization • Business Solutions / Information Management

• Client Relations / Customer Service Operations • Advanced Excel Modeling / Data Cube Reports

• Product Design / Development (3D CAD/CAM) • Systems Design / Process Logic

Core Accomplishments

• Developed array data queries compiling composite cubes of structured and unstructured data sets to track

key performance metrics across multi-vendor service platform. Daily comparative KPI report scores

stimulated vendor competition, reducing costs, enhancing performance, and boosting revenue 23%.

• Directed successful International business opportunities, expansion projects, and operational start-ups in

Mexico, Canada, UK, Belarus, India, Kenya, Australia, and New Zealand. Scope of achievements

encompasses international real estate resort development marketing, Eastern Europe production plant

management, and operations office start-ups Canada, UK and Kenya.

• Expanded domestic TV and radio broadcasts internationally – sourced and negotiated broadcast media

avails in Canada, UK, Caribbean, Central America, Africa, Australia and New Zealand.

• Programmed cloud based inbound script screen-copy/script-logic for multiple domestic and international call

centers integrating PCI compliant multi-currency real-time bank card processing – eliminating call abandons,

minimizing transaction error, cutting vendor costs by 20%, and increasing revenue by $2.3M annually

Professional Experience

The Inspiration Networks – Indian Land, SC Jun 2007 – Jan 2014

Director Global Telecommunications / Operations

Responsible for customer data management; structured and unstructured data analysis; KPI report

development; call script design / process logic; global telecommunications / mail processing / order

fulfillment response operations for domestic and international broadcast streams.

• Business Intelligence / KPI Reports • Data Integrity / Validation / Mapping

• Cloud Based Multi Call Center Operations • International Operations / Processes

BRUCE A MYERS Professional Experience Continued… Page 2

Turning Point – Lakeside, CA Jul 2002 – Mar 2007

Director International Operations

Set-up and managed response and fulfillment office operations in Canada and England. Planned, booked,

promoted, and managed 1,000-seat events in London. Developed and executed business plans to expand

media broadcasts across Canada, UK, Caribbean, Central America, Africa, Australia and New Zealand.

• International Operations Management • Quality/Cost Control Analysis

• UK Call Center / Order Fulfillment Operations • Market Analysis / Business Development

• Sourced / Negotiated Global Media Avails • Event Promotion/Management

MCWE – San Diego, CA Oct 1997 – Jun 2002

VP Communications / Operations

Responsible for all domestic and international print communications and direct response operations.

Successfully built a high-performance team of approximately 50 US staff and 20+ overseas team members.

• Project Development / Management • Business Systems Implementation

• Copywriting / Graphic Art Management • Global Sourcing / Procurement

• Direct Mail / Books / Publication Production • Financial Reports / Budget Management

The Myers Company – Hurst, TX 1996 – 1997

Owner/Broker

Produced domestic and international print and mail-shop services including books, special projects, and

mailings from Eastern Europe. Developed, estimated, and coordinated international print jobs ranging from

$3K to $750K for US organizations. Delivered 10% to 30% savings on international print projects.

• New Business Development • Production Management

• Global Vendor Sourcing • International Print Estimating

World Wide Printing – Dallas, TX 1992 – 1996

VP Production

Production executive over overseas web and sheet-fed printing plant staff of 160 in Minsk, Belarus.

Directed plant operations from US office - increasing production and product quality. Created print

estimating program for metric paper size/weights with variable dollar/ruble exchange values. Managed

plant production, supply acquisition and equipment maintenance. Handled wire transfers and cash flows.

• Managed over $10M+ in print production • Oversaw 28%+ growth in 12 months

• Organized marketing efforts and trade shows. • Scheduled equipment, parts, supply cargo

MCWE – San Diego, CA 1989 – 1991

Asst. VP Production

Supervised in-house Graphic Art Department staff of 10 – including Mac & Sun workstations; in-house

color separation; and AGFA film output equipment. Managed in-house Mail-Shop staff of 75. Print buyer of

2-color sheet-fed to multi-color web-press publications and leather bound books. Worked with domestic

and international printers, color houses, mail-shops, and product vendors.

• Reduced annual print costs by 25% • Spec’d and bid 1,000+ jobs annually

• Gained $7M of print buying experience • Managed print runs of 2.5K to 5M

• Exceeded $1.5M in savings over 18 months • Books / Direct Mail / Publications

Education

BA – Sterling College – Sterling, KS

Certifications / Licenses

Excel Super User / Word / Power Point / Visio / Project / FileMaker / Fusion 360 CAD

Certified Training: MS Project / Access / Word / FileMaker Pro – 1998 – 2000

Real Estate Broker’s License California 1984 – 2010

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