Bruce Hansen
Cypress,California
Summary
Results-driven Customer Service Manager focused on developing and leading exceptional call center teams. A motivational leader with a strong record of success in the field. Equipped to train, monitor, and manage high-performance teams in fast-paced environments. Accomplished in improving customer satisfaction, increasing quality, and reducing call times with hands-on leadership of call center employees.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Newegg
08.2021 - 01.2022
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Generated customer satisfaction surveys to analyze results into action plans with an improvement by 30%.
- Completed special projects using effective decision- making, critical thinking, and time management skills.
- Monitored customer service operations to assess agent performance, and provide feedback.
- Developed service procedures, policies and standards.
Customer Service Supervisor
WellCare Health Plans
03.2019 - 08.2021
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Compiled and analyzed customer feedback data to develop new strategies and corrective action.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Recruited, hired, trained, and supervised a staff of 35 and implemented a mentoring program that offered positive employee engagement.
Call Center Supervisor
Small Business Growth Alliance (SBGA)
09.2018 - 04.2019
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas needing improvement.
- Developed quality employees within call center to take over leadership positions.
- Established and oversaw performance targets for call center associates.
- Trained team members on performance metrics and consumer behavior identification.
- Created a team of 25 to effectively rotate shifts to man center during peak hours.
- Minimized workflow issues by cross-training staff on technical procedures, protocols, and customer service practices.
Call Center Manager
MediaMix365
04.2018 - 09.2018
- Developed quality employees within call center to take over leadership positions.
- Established and oversaw performance targets for call center associates.
- Determined quality assurance benchmarks and set standards for improvement.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Reduced workflow inconsistencies by recruiting and hiring capable staff members.
- Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs.
- Reviewed established policies and process procedures to improve quality from 90% to 96.25%.
Appeals/Prior Authorization Supervisor
UnitedHealth Group
09.2015 - 04.2018
- Developed and distributed employee work schedules based on operational needs and employee requests.
- Communicated with doctors, nurses, patients, and other employees to identify and resolve healthcare needs.
- Maintained up-to-date information in electronic medical records software.
- Responded to inquiries from doctors, nurses and patients with accurate information.
- Organized and facilitated a team of 90 to adhere to quality adherence, service level, and average handle time.
- Designed and introduced leadership development, coaching, and team management model, promoting employees to increased levels of responsibility.
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory,and local, state, and federal guidelines relating to HIPAA, benefits administration, and general liability.
Education
High School Diploma -
Western High School
Anaheim, CABachelor of Science - Business Management
University of Phoenix
Tempe, AZ05.2024
Skills
- Reflective Decision Maker
- Reflective Problem Solver
- Training and Development
- Dependable and Responsible
- Analytical and Critical Thinking
- Training and Mentoring
- Process Improvement Specialist
- Complaint Resolution
- Customer-focused
Accomplishments
Leading Contributor for 2020
WellCare Health Plans
Customer Service Recognition 2020 Award
WellCare Health Plans
Certification
Reflective Decision Maker
University of Phoenix
Reflective Problem Solver
University of Phoenix
Intentional Problem Solver
University of Phoenix
Reflective Communicator
University of Phoenix
Strategic Problem Solver
University of Phoenix
Decision Maker - Personal Finance
University of Phoenix
Intentional Communicator
University of Phoenix
Timeline
Customer Service Manager
Newegg
08.2021 - 01.2022
Customer Service Supervisor
WellCare Health Plans
03.2019 - 08.2021
Call Center Supervisor
Small Business Growth Alliance (SBGA)
09.2018 - 04.2019
Call Center Manager
MediaMix365
04.2018 - 09.2018
Appeals/Prior Authorization Supervisor
UnitedHealth Group
09.2015 - 04.2018
High School Diploma -
Western High School
Bachelor of Science - Business Management
University of Phoenix