Bruce Wayne
Winter Garden,FL
Summary
Customer Service Manager with extensive experience in enhancing operations and team performance at MSC Cruises. Expertise in conflict resolution and formulating effective customer service strategies. Demonstrated leadership in call center settings, focused on fostering strong customer relationships and achieving team objectives.
Overview
8
8
years of professional experience
Work History
Customer Service Manager
MSC Cruises
Fort Lauderdale, Florida
06.2024 - Current
- Analyzed service reports to identify trends and recommend operational enhancements.
- Created and implemented automated quality, coaching and other tools that improved leadership efficiencies.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
Executive & Patient Escalation Supervisor
CVS Health
Orlando, FL
11.2020 - 06.2024
- Exceeded performance results in peer comparison.
- I have received two lateral promotions since 2021, and I have led a new departmental group.
- Consistently demonstrating our values with a focus on collaboration and innovation.
- Peer support, training, and collaboration of Microsoft Teams.
- Successful at maintaining a full team workbench and low team attrition.
- Created a new process flow designed for improved patient experience and colleague efficiency.
Customer Experience & Engagement Supervisor
Bed Bath & Beyond
Orlando, Florida
06.2017 - 09.2020
- Exceeded performance expectations for the 2017-2019 fiscal year evaluations by applying effective coaching and development techniques, with exemplary performance evaluations.
- Developed numerous top-performing agents and supervisors, including promotions under my leadership.
- Managed site employee engagement activities, including budgeting.
- Developed and implemented a new leadership onboarding guide, and onboarded new center leadership.
- Cross-channel trained leader with the flexibility to facilitate train-the-trainer sessions and support training classes.
- Maintained consistent employment levels through candidate selection, interviewing, and ongoing training of staff.
Skills
- Leadership and Team Development
- Coaching and Mentoring
- Strategic Planning
- Process Improvement
- Customer Experience Enhancement
Training
- Steven Covey's - Seven Habits of Highly Effective People
- Six Hats - De Bono Thinking System
- Advanced Leadership & Development Programs
- Leaders for Tomorrow
- Managing It Right I, II & III
- Facilitation Skills
- Inspiring Results
Websites
Experience - Other
- Led operational enhancements by analyzing service reports to identify trends, resulting in improved efficiency.
- Implemented automated tools enhancing leadership efficiency and team performance.
- Developed a comprehensive knowledge base, allowing team members to resolve customer queries efficiently.
- Introduced a new process flow that significantly improved customer/guest experience and team efficiency.
Timeline
Customer Service Manager
MSC Cruises
06.2024 - Current
Executive & Patient Escalation Supervisor
CVS Health
11.2020 - 06.2024
Customer Experience & Engagement Supervisor
Bed Bath & Beyond
06.2017 - 09.2020