Loren Bruffett
Jacksonville
Summary
Strategic leader in customer service operations and contact center performance. Coaches teams to improve KPI-driven outcomes and enhance service quality. Drives process improvements, ensures compliance, and cultivates accountability and customer satisfaction.
Overview
5
5
years of professional experience
Work History
Lead Compliance Coordinator
Landstar Systems Inc
Jacksonville
08.2023 - Current
- Directed the transition of compliance operations to the SCoE, partnering closely with SCoE and compliance leaders to ensure a seamless and unified shift.
- Developed and implemented educational materials, including Navigator courses, to facilitate compliance success and enhance operational readiness.
- Coached and supported CSRs, BCOs, and operators, enhancing regulatory understanding and decision-making to ensure compliance with HOS requirements.
- Provided guidance on escalated issues, beyond frontline capability, ensuring timely and accurate resolution.
- Delivered constructive feedback to reinforce accountability and promote continuous improvement across teams.
- Utilized reports, dashboards, and feedback to assess team performance and identify opportunities for improvement.
Business Development & Marketing Coordinator
Fox Jewelry & Loan
Jacksonville
06.2021 - 08.2023
- Developed process improvements by leveraging analytics to refine posting strategies, increase engagement, and optimize customer-facing interactions.
- Adjusted outreach strategies based on performance insights, aligning efforts with business goals and showcasing proficiency in KPI-driven decision-making.
- Established client relationships through consistent, personalized communication, enhancing customer trust and effectively addressing concerns.
- Analyzed customer behavior to identify trends, improve service delivery, and support data-driven decisions that strengthened customer satisfaction and operational performance.
- Coordinated daily operational workflows using JMT software, ensuring accurate execution and compliance with established processes.
Education
Bachelor of Science - Communications
University of North Florida
Jacksonville, FL05-2023
Skills
- Regulatory compliance
- Transportation management systems
- Computer systems and technology
- Microsoft Office proficiency
- Problem solving
- Leadership
- Communication skills
Timeline
Lead Compliance Coordinator
Landstar Systems Inc
08.2023 - Current
Business Development & Marketing Coordinator
Fox Jewelry & Loan
06.2021 - 08.2023
Bachelor of Science - Communications
University of North Florida