Organizational Leadership Operations Management Strategic Planning

Dear Hiring Manager,

I am writing to express my interest in your organization. With over 15 years of experience leading client experience, customer service, and operations strategy across major retail and nonprofit organizations, I bring a track record of building high-performing teams, transforming service delivery, and driving measurable business value. I am writing to express my interest in a leadership role where I can contribute my expertise in customer-centric transformation and operational excellence to help your organization strengthen its customer engagement and scale its impact.

In my most recent role as Senior Director of Customer Service at Party City Holdings, I led a team of 100+ across internal and outsourced operations, developing strategies that significantly improved efficiency, first contact resolution, and customer satisfaction. Through AI-driven support enhancements and a 24/7 self-service platform, we achieved a 30% reduction in call volume and over $1 million in incremental revenue through personalized upselling. Prior to that, I served as Director of Customer Service at Lane Bryant, where I was recognized with Oracle’s Modern Transformation Award for innovations that helped double e-commerce revenue.

I have consistently excelled at designing and scaling service delivery models that meet evolving customer expectations, leveraging digital tools and workforce optimization to improve outcomes across touchpoints. I’m also proud to bring a mission-driven mindset to my work, serving as President of the Board of Trustees at IKRON, where I led efforts to expand facilities, eliminate organizational debt, and grow assets to over $1.3 million.

Whether working with large enterprise teams or community-based organizations, I approach challenges with a blend of data-driven decision-making, hands-on leadership, and a passion for operational improvement. I am excited about the opportunity to bring this approach to your team and would welcome the chance to discuss how I can contribute to your customer experience and business goals.

Thank you for considering my application. I look forward to the opportunity to speak further.

Sincerely,

Bruce Pullens