Bruce Wagner
Sr. Manager of Technical Support / Outsource Support Manager at DocuSign
Sr. Manager of Technical Support / Outsource Support Manager
Bruce Wagner
Phone# (206) 940-1017
A.Bruce.Wagner@outlook.com

I have 19 years of call center experience, 12 years of experience as a customer support manager with Verizon Wireless and DocuSign managing all aspects of day-to-day call center operations, including but not limited to payroll management, HR, WFM scheduling and daily reporting. I have a proven track record of successful leadership with my teams consistently producing the highest levels in all KPI's. My outsource team of 115 total employees parallels or exceeds in-house teams. My strengths are exceptional attention to detail, positive can-do attitude, extremely fast at learning new processes and systems.
DocuSign
https://www.linkedin.com/company/docusign
Managed day to day operations of the 24/7 Tier 1 support center for DocuSign.

Responsible for development and training of my team to produce desired high-performance results.

Managed multiple locations Seattle, WA and Cebu, Philippines at the same time. 

Owned the BPO outsource budget. Managed to a plan and stayed under budget.

Started and built the tier 1 team in Seattle from the ground up.

Developed policies and procedures for all aspects of call center operations. 

Effectively managed a large cross-functional team of over 100 direct and indirect reports in two locations and across multiple channels phone/chat/email.

Maintained high customer satisfaction ratings (CSAT) in all locations and all channels.

Increased productivity to handle higher volumes without increasing headcount.

Reached full parody in total performance between the in-source and outsource teams.

Ensure visibility of all major incidents at the senior management level.

Manage workflows to make sure all queues are balanced and we met all SLA’s.

Worked with Salesforce for reporting, ticket management, queue management.
 
Daily use of Jira to track bugs and enhancements.

Ensure that agents have the tools and training to succeed while managing their productivity and quality.

Managed multiple projects from inception to completion.
Greater Seattle Area
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Sr. Manager of Technical Support / Outsource Support Manager
Verizon Wireless
https://www.linkedin.com/company/verizon
Identify all gaps in performance, practice and policy; create an action plan and implement it to improve results.

Learned and trained sales representatives the newest sales tactics. 

Daily I was responsible for financial and sales reporting.  Monitor daily results and activities to ensure phone and accessory sales objectives are met.  

Responsible the day to day development and training of my team to produce desired results.
Issaquah
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Assistant Manager
Verizon Wireless
https://www.linkedin.com/company/verizon
Developed, trained, motivated and coached my team to produce desired results and initiated disciplinary action, as appropriate.

Effectively trained my teams to use and troubleshoot Verizon Wireless products and service on a daily basis. While remaining current on all wireless products and services, competitive trends.

Negotiated with customers effectively in escalated situations and created positive and promoter customers. Maintain and grow existing customer base and manage churn.

Ensure that customers are treated with the highest levels of courtesy and professionalism.
	
Lead my team to consistently meet and exceed assigned quotas and KPI’s. Assess individuals and team performance daily.

Establish biggest priorities and set solid goals with associate director team to ensure a consistent approach.
Bellevue WA, Albuquerque NM and Rancho Cordova CA
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Customer Service Supervisor
Verizon Wireless
https://www.linkedin.com/company/verizon
Progressed to coordinator in July 2005 while maintaining my quality and statistical performance.

Consistently received leading on monthly PA’s including three perfect scores from QA team in the month of January.

Delivered peer-to-peer coaching for other coordinators in the call center.
Bellevue WA
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Customer Service Coordinator
Verizon Wireless
https://www.linkedin.com/company/verizon
Trained new hires with the 800-inbound curriculum and business services specific material.

Delivered six quality fundamentals workshops. I worked cross-functionally with the directors,
supervisors, quality assurance team and representatives to ensure the five-day class went smoothly.

Provided one on one coaching, handled administrative responsibilities documenting, performance, behaviors and attendance. Worked with supervisor on progressive discipline.

Trained tier II reps advanced troubleshooting. Worked with tenured representatives in a five-day training course.
Bellevue WA
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Customer Service Trainer
Verizon Wireless
https://www.linkedin.com/company/verizon
Provided superior customer service to internal and external customers, facilitated team trainings, coached peers to achieve exceptional call performance, maintained a positive attitude, problem-solved complex issues and further developed my technical skills.
Bellevue WA
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Peer Facilitator, Customer Service Repersentative
Business Administration and Management, General
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Strayer University
https://www.linkedin.com/school/strayer-university/
https://www.linkedin.com/in/michael-luttmer
Kent, WA
Michael Luttmer
Sr. Workforce Management Analyst at DocuSign
https://www.linkedin.com/in/d-smargiassi
Greater Seattle Area
Dominic Smargiassi
Senior Director, Subscription Management
https://www.linkedin.com/in/don-mclaughlin-48a07160
Jay, NY
Don McLaughlin
Goat packer at Frozen Oldies Mountain Transport
https://www.linkedin.com/in/keith-otto-0157a6143
Lake Placid, NY
keith otto
Agro-Forester at Cornell University
https://www.linkedin.com/in/bryan-elder-2a68a7177
Greater Burlington Area
Bryan Elder
Director at Elder Statesman Films
https://www.linkedin.com/in/angelica-broom-8aa68616a
Wichita, Kansas Metropolitan Area
Angelica broom
Teacher at Paul Smith's College
https://www.linkedin.com/in/nadine-mclaughlin-903b6235
Jay, NY
Nadine McLaughlin
Owner, GRAPHICS NORTH
https://www.linkedin.com/in/wayne-failing-249aa2109
Lake Placid, NY
Wayne Failing
Sole Proprietor at The Van Hoevenberg Lodge and Cabins
https://www.linkedin.com/in/alfiyaakers
Port Orchard, WA
Alfiya Akers
Graphic Designer at Piar
https://www.linkedin.com/in/tina-eigenmann-86a50a92
Lake Placid, NY
Tina Eigenmann
Dressmaker at Tina Designs
https://www.linkedin.com/in/nancymontoya
Kent, WA
Nancy Montoya
Global Enterprise Advisor
https://www.linkedin.com/in/cordelia-sand-1294961b2
Westport, NY
Cordelia Sand
Artist-Scholar at Bennington College
https://www.linkedin.com/in/randall-whisher-63ba30ba
Greater Burlington Area
randall whisher
president at funseeker llc
https://www.linkedin.com/in/gustav-mendoza-5b74a6bb
Greater Seattle Area
Gustav Mendoza
Student at Bellevue College
https://www.linkedin.com/in/kate-mullen-a254b3b5
Clinton County, NY
Kate Mullen
HEOP Director at Paul Smith's College
https://www.linkedin.com/in/danika-holloway-1264b649
Tacoma, WA
Danika Holloway
credit analyst at verizon wireless
https://www.linkedin.com/in/seth-nichols-3522587
Boise, ID
Seth Nichols
Public Service Professional
https://www.linkedin.com/in/kathryn-custodio-45064350
Tacoma, WA
Kathryn Custodio
Global Enterprise Advisor at Verizon Wireless
https://www.linkedin.com/in/carliemonae
Poulsbo, WA
Carlie Monae Fuentes
Studio Manager / Assistant at Meghann Riepenhoff Studio
Liked by Bruce Wagner
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This is a self-feeding screwdriver. (Follow Cheddar Inc. for more.)https://chdr.tv/08e15
Liked by Bruce Wagner
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As Wyze Labs is coming up on our 2-year anniversary it's amazing to see how the team has grown. And we're still growing! Check out…
Liked by Bruce Wagner
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China just built a 250-acre solar farm shaped like a giant panda
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Peru
Bruce Wagner
Gerente general en HOME BRANDS
https://www.linkedin.com/in/brucedwagner
Holmdel, NJ
Bruce Wagner
Alumni Leader at Cornell University
https://www.linkedin.com/in/bruce-wagner-21524b16
Boulder, MT
Bruce Wagner
CEO at Boulder Administration Services
https://www.linkedin.com/in/bruce-wagner-560ab42b
Reading, PA
Bruce Wagner
Financial Services Consultant at Utilities Employees Credit Union
https://www.linkedin.com/in/bruce-wagner-a6220650
Fort Collins, CO
Bruce Wagner
Retired