Wendy Bruno
Dallas
Summary
Dynamic leader with extensive experience at Instacart, driving customer experience strategies that boosted satisfaction scores by 48%. Expert in people leadership and data-driven decision making, I excel in cross-functional collaboration and process design, delivering scalable solutions that enhance customer success and operational efficiency.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Director of Customer Experience
Instacart
San Francisco
05.2020 - 01.2024
- Directed a 24/7 team of 300+ internal employees, overseeing all aspects of the customer journey and developing a customer experience strategy that increased customer satisfaction scores by 48%.
- Hired, onboarded, and trained new team members, fostering a high-performing and cohesive team culture aligned with organizational values of kindness and excellence.
- Utilized CRM and AI-enabled tools to personalize customer interactions, resulting in a 15% uplift in engagement and improved customer insights.
- Led the development and implementation of a risk compliance system, reducing operational risk by 50% and supporting scalable customer initiatives.
- Collaborated cross-functionally with Product, Tech, and Finance to identify and address customer pain points, leading to a 20% improvement in retention and seamless project execution.
- Developed and launched a leadership development program, improving employee engagement by 50% and supporting internal promotions.
- Managed complex, multi-work type operations in a fast-moving, start-up environment, building scalable systems and processes to support rapid growth and innovation.
- Extensive experience with digital integrations, E-commerce, and data tools to support service delivery and optimize customer offerings.
Director of Operations
The Results Companies
Tampa
11.2017 - 04.2020
- Directed and managed a team of 1000+ internal and 3000+ global BPO employees, overseeing all aspects of production operations and customer experience management (CXM) solutions.
- Achieved a 15% reduction in production costs and a 10% increase in output through process improvement and operational excellence.
- Managed a $3 million budget, ensuring on-time and within-budget delivery of new CX systems and technology implementations.
- Led customer experience transformation initiatives, improving customer retention by 25% and standardizing best practices to support scalable service delivery.
- Collaborated with cross-functional teams to align third-party business process outsourcing strategies with client needs and organizational goals.
Vice President of Customer Operations
Ticket Evolution
Dallas
06.2016 - 06.2017
- Led a technical specialist team of 50+ employees, achieving a 90% customer satisfaction rate and a 25% reduction in support tickets through process optimization and technology adoption.
- Drove customer experience transformation through change management, improving retention by 30% and supporting business growth.
- Developed and implemented a risk management plan, reducing client downtime and saving $1 million annually.
- Experience with B2B SaaS platforms, pricing intelligence, and digital integrations to support customer-facing initiatives.
Vice President / Director of Customer Service
Westec Interactive
Plano
05.2011 - 05.2016
- Directed and managed large internal and BPO teams, aligning operational strategy with client and business needs.
- Spearheaded operational strategy development and implementation, resulting in a 30% increase in efficiency and 10% cost savings.
- Led quality assurance, training and development, talent acquisition, and workforce management to support scalable customer operations.
Education
Bachelor of Arts - Psychology
University of Texas at Dallas
Associate of Science - Science
Eastfield College
Skills
- People leadership
- Customer success and experience
- Project management
- Change management
- Process design
- Systems design
- Data-driven decision making
- Cross-functional collaboration
- Vendor relations
- Workforce planning
- Industry expertise
Certification
- Train the Trainer | AA Technical Operations
- Six Sigma | White, Yellow, and Green Belt
Timeline
Director of Customer Experience
Instacart
05.2020 - 01.2024
Director of Operations
The Results Companies
11.2017 - 04.2020
Vice President of Customer Operations
Ticket Evolution
06.2016 - 06.2017
Vice President / Director of Customer Service
Westec Interactive
05.2011 - 05.2016
Bachelor of Arts - Psychology
University of Texas at Dallas
Associate of Science - Science
Eastfield College