Project Manager, Customer Support

Thomas W. Bruno

New York, NY • ************@*****.*** • 917-***-**** • linkedin.com/in/Tbruno1

Analytical leader with seven years of professional experience that includes management roles in a dynamic and fast-paced tech product environment. Proven ability to launch new capabilities, lead critical initiatives with cross-functional teams, and leverage data for decision making. Seeking transition to a challenging leadership role in an innovative organization. EXPERIENCE

MakerBot Industries - Brooklyn, NY Apr 2013 - present MakerBot is the leader in the desktop 3D printer and software space, and run the largest 3D design community Thingiverse.com. Project Manager, Customer Support (Sept 2016 - present) Promoted to leadership team responsible for the development and performance of the Customer Support team. Reported to COO and/or VP. Assumed responsibilities of Data Analyst and Technical Writer after turnover in 2017.

● 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. Manager, Channel Support (Jan 2015 - Aug 2016)

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. Lead Customer Experience Expert (Sept 2013 - Dec 2015)

● 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. Technical Support Expert (Apr 2013 – Aug 2013)

● Provided phone and email support for the full MakerBot ecosystem (hardware, website, proprietary software) and support for sales, shipping, and general 3D printing practices. Prior experience includes two years as a Research Technician at Cornell University in a general science lab responsible for data analysis, database management, and background research. SKILLS

Microsoft Office, Google Suite, Zendesk, Salesforce, Magento, X3, Netsuite, Tableau, Five9, Talkdesk, Getfeedback EDUCATION

BS Biochemistry and Molecular Biology, Gettysburg College - Gettysburg, PA

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