Customer Experience Servant Leadership

BRUCE WESTENDORF

Fort Wayne, IN 260-***-****

****************@*****.*** https://www.linkedin.com/in/brucewestendorf

CUSTOMER EXPERIENCE LEADER

Focused customer experience professional that is passionate about the customer. An innate ability to simplify complex situations and successfully project manage operational improvements with measurable results. Diverse business experience including Fortune 500, consultancy, and entrepreneurial ownership of small businesses. Extensive experience in customer experience, strategic planning, voice of the customer, and data analysis. Excellent communicator who is adept in interfacing with all levels of leadership and developing strong teams. Demonstrated success in planning and implementing large-scale solutions that advance customer, financial, and business objectives. Keen focus on the customer experience has most recently resulted in a 60 NPS point improvement of customer promotion, at Frontier Communications.

AREAS OF EXPERTISE

Customer Experience Business Analysis Strategic Planning

Voice of Customer Relationship Management Journey Mapping

Team Building Profit and Loss Responsibility Technical Solutioning

EXPERIENCE

FRONTIER COMMUNICATIONS, Ft Wayne, IN 2003 - PRESENT

Director Customer Experience – Responsible for transforming the customer experience. Implemented and managed voice of customer survey program and closed loop programs. Use data insights to identify root causes of customer pain points and delight. Working in a cross functional role to document and improve the customer journey and overall experiences through people, process, and system improvements, resulting in a 60 point NPS improvement over in less than two years.

Senior Manager Strategy and Transformation – Determined future strategies by developing, analyzing, and organizing information. Built forecasting models, performed scenario feasibility analysis, and examined strategic performance. Developed and evaluated internal business plans including rates of return. Identified emerging market opportunities, business threats, and gathered competitive intelligence.

Senior Manager Engineering – Planned, engineered, and analyzed Video, Voice, and Data networks. Built and maintained relationships with executive, regional, and local leadership. Developed and provided regulatory and senior management reporting at federal, state, and local levels. Modeled network costs for project investment return analysis and business cases development.

BROADBAND UTILITIES, Dallas, TX 1999 - 2002

Director of Professional Services – Responsible for profit and loss operations of growing startup companies’ professional service division within the IT and telecommunications verticals. Developed and maintained key partnerships, strategic plans, service level agreements, and budgets. Ensured on time and accurate delivery of technology solutions and consulting.

EDUCATION

Master of Business Administration (MBA) with honors

Regis University, Denver, CO

Bachelor of Computer Science (BS), Electrical Engineering

University of Wisconsin, Milwaukee, WI

Financial Modelling and Valuation

EDUCBA

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