Bruce Lambert

Energizer
DISC Type : I

Director, Resource Planning & Reporting at Bright Horizons

Denver, Colorado, United States

Overview

Bruce is a seasoned contact center leader with over 20 years of experience at Fortune 100 companies, including JPMorgan Chase and Comcast. He specializes in resource planning, forecasting, and improving operational performance to boost revenue and customer loyalty. He holds a BS from the United States Air Force Academy.

A graduate of the United States Air Force Academy, bringing a disciplined background to his corporate leadership roles.

Personality Overview

Enthusiastic

Big Picture Person

Imaginative

They are people oriented, friendly and like creating new connections.  They are naturally enthusiastic, so take their promise with a pinch of salt. They are not always early adopters but can be pursuaded by leveraging strong relationships.

Topics They Care About

Contact Center Leadership
Has extensive senior-level experience leading large call, email, and chat operations for major corporations like Comcast and JPMorgan Chase.
Operational Efficiency
Focuses on improving KPIs, decreasing contact rates, and reducing operating expenses through strategic resource planning and reporting.
Customer Experience
Dedicated to building world-class service teams that improve customer loyalty with a focus on first-call resolution and courteous support.

Media Appearances

Bruce has no verified media appearances

Work History

4-2015
Director, Resource Planning & Reporting at Bright Horizons
10-2013 - 4-2015
Financial Representative at Fidelity Investments
2-2011 - 9-2013
Operations Manager III/VP at JPMorgan Chase
1-2008 - 2-2011
Senior Operations Manager at JPMorgan Chase
6-2001 - 7-2007
Sr. Director, Call Center Operations at Comcast Cable Communications, Inc.

Education

MA from Midwestern State University
BS from United States Air Force Academy

More Information

Social Presence :

Prographics :

Exp : N/A Location : Denver, Colorado, United States Job Level : N/A Designation : Director, Resource Planning & Reporting at Bright Horizons
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Insights For Selling To Bruce

During A Call Or A Meeting

DO's

  • Use adjectives like ‘amazing’, ‘coolest’, ‘unbelievable’ etc.
  • Speak enthusiastically with energy, maintain a clear and confident tone
  • Share some stories about how you you have helped people in similar positions succeed

DONT's

  • Avoid cutting into their flow
  • Avoid overloading them with too much detail
  • Don’t push them to make a decision too fast, let them get comfortable first

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Bruce is

  • Relationship and trust can be vital with them, sometimes more than anything else.
  • Will you ever get a clear answer from Bruce

  • They are unlikely to say no directly, you have to make that decision yourself.

Insights For Deal Planning

    How fast (or slow) will Bruce move?

  • They are not the fastest decision makers, their friendly approach can give false positive signals.
  • Can Bruce take some risk or not?

  • They may take certain risks that they deem unlikely of personal repercussions.

You And Bruce

Personality Compatibility


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