Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Accomplishments
Timeline
Generic

BRUCE A. KESSELMAN

2704 Otter Creek Ct #202, Las Vegas,

Summary

Results-driven Customer Service Manager with 8+ years of experience leading high-performing teams, developing training programs, and delivering exceptional client experiences across multiple channels. Proven track record in improving customer satisfaction, reducing agent turnover by 23%, and driving operational efficiency through structured onboarding, CRM optimization, and performance coaching. Skilled in stakeholder management, process improvement, and cross-functional collaboration, with a history of managing national accounts and enterprise-level client programs. Adept at leveraging data-driven insights to enhance service quality, increase retention, and support revenue growth. Recognized for excellence in team leadership, client engagement, and strategic program execution.

Overview

1
1
Certification

Work History

Training Coordinator & Content Developer

Maximus Federal
Las Vegas, NV, , United States
01.2021 - 2024
  • Drove customer experience consistency for CDC-supported programs by enabling and coaching over 100 customer service agents and supervisors, improving service accuracy and compliance in a high-volume public health environment.
  • Architected scalable onboarding and enablement frameworks, including SOPs and performance playbooks, accelerating agent time-to-proficiency by 30% while supporting mission-critical customer interactions.
  • Elevated customer satisfaction and service reliability by implementing structured coaching and documentation standards, reducing escalations and rework by 20%.
  • Partnered with supervisors and operations leaders to deploy performance dashboards and KPI reporting, increasing visibility into customer trends, and driving a 15% improvement in service quality scores.
  • Strengthened customer retention and trust by aligning training content with evolving CDC guidelines, ensuring consistent, accurate communication across thousands of customer interactions per week.

Team Lead & New Hire Trainer

Verizon (Telco, FiOS Internet & TV)
New Jersey, , United States
2014 - 2019
  • Directed multi-channel customer success teams across chat, email, and phone, supporting thousands of customer interactions monthly while maintaining high service standards.
  • Orchestrated CRM-based sales enablement and scripting initiatives, driving a 17% increase in product adoption and upsell revenue.
  • Cut agent attrition by 23% by modernizing onboarding, coaching, and engagement programs, stabilizing customer relationships.
  • Standardized response quality and service workflows, improving first-contact resolution, and consistency across all customer channels.
  • Oversaw Salesforce performance tracking and analytics, using customer and agent insights to improve service outcomes and coaching effectiveness.

National Accounts & District Manager – Product Tra

AMS Services / Vertafore
, United States
02.2003 - 2013
  • Owned enterprise customer enablement strategies for national and district insurance software clients, improving product adoption and long-term account value.
  • Scaled multi-site customer training programs across 8 locations, increasing software accuracy by 50% and reducing support dependencies.
  • Accelerated customer retention and renewal growth by 19% through targeted education, onboarding, and adoption initiatives.
  • Secured a $2.5M enterprise contract by aligning legal, claims, and IT stakeholders around system conversion and customer success outcomes.
  • Mentored and enabled 35 District Sales Managers on product portfolios and CRM platforms, contributing to consistent Top-5 rankings in revenue growth and customer retention.

Insurance Sales & Client Training Roles

Home Life Insurance of New York / Prudential / UNUM (Paul Revere)
, United States
  • Guided insurance and financial services clients through product education and onboarding, increasing policy understanding and reducing post-sale support inquiries by 20%.
  • Achieved CLU and MDRT recognition, ranking among top-performing advisors for customer retention, revenue growth, and service excellence.
  • Cultivated long-term client partnerships, sustaining 90%+ client retention through trust-based relationship management and proactive follow-ups.
  • Expanded account value through consultative engagement, identifying customer needs and driving cross-sell opportunities that increased portfolio revenue year over year.

Education

Bachelor of Arts -

Rutgers University
Russian & Spanish

Bvgf - Epidemiology Certificate (COVID-19)

Johns Hopkins University
Boston, MA (assumed)

Skills

  • Customer Retention
  • Stakeholder management
  • Performance Coaching
  • Onboarding Programs
  • CRM Optimization
  • Process Improvement
  • Team Leadership
  • Client Engagement
  • Training Development
  • Content Creation
  • Compliance Management
  • Metrics Analysis
  • Revenue Growth
  • Product Knowledge
  • Workflow Automation
  • Client Communication
  • Cross-Functional Collaboration
  • Quality Assurance
  • Change Management
  • Conflict Resolution
  • Strategic Planning

Certification

Xerox Professional Selling Program
Dale Carnegie Training
Series 6 License
CLU | MDRT

Affiliations

Virtual Training Tools: WebEx, Zoom
CRM Platforms: Salesforce
Strong analytical, reporting, presentation, and documentation skills

Accomplishments

President, Rutgers Alumni Club of Las Vegas

Timeline

Training Coordinator & Content Developer

Maximus Federal
01.2021 - 2024

National Accounts & District Manager – Product Tra

AMS Services / Vertafore
02.2003 - 2013

Team Lead & New Hire Trainer

Verizon (Telco, FiOS Internet & TV)
2014 - 2019

Insurance Sales & Client Training Roles

Home Life Insurance of New York / Prudential / UNUM (Paul Revere)

Bachelor of Arts -

Rutgers University

Bvgf - Epidemiology Certificate (COVID-19)

Johns Hopkins University

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BRUCE A. KESSELMAN