Bruce Godley
Director of Operations & Analytics at RCH Companies- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Davis Griffy
I had the pleasure of having Bruce on my team at Charter Communications. Bruce served as both a leader responsible for key operational areas within the Credit Services organization and as an individual contributor on the corporate Credit Services management team. Bruce consistently demonstrates strengths in: analytical skills, team leadership, vendor performance management, adaptability to business challenges and the ability to collaborate effectively both as part of a management team and outside the Credit Services organization.
Davis Griffy
I had the pleasure of having Bruce on my team at Charter Communications. Bruce served as both a leader responsible for key operational areas within the Credit Services organization and as an individual contributor on the corporate Credit Services management team. Bruce consistently demonstrates strengths in: analytical skills, team leadership, vendor performance management, adaptability to business challenges and the ability to collaborate effectively both as part of a management team and outside the Credit Services organization.
Davis Griffy
I had the pleasure of having Bruce on my team at Charter Communications. Bruce served as both a leader responsible for key operational areas within the Credit Services organization and as an individual contributor on the corporate Credit Services management team. Bruce consistently demonstrates strengths in: analytical skills, team leadership, vendor performance management, adaptability to business challenges and the ability to collaborate effectively both as part of a management team and outside the Credit Services organization.
Davis Griffy
I had the pleasure of having Bruce on my team at Charter Communications. Bruce served as both a leader responsible for key operational areas within the Credit Services organization and as an individual contributor on the corporate Credit Services management team. Bruce consistently demonstrates strengths in: analytical skills, team leadership, vendor performance management, adaptability to business challenges and the ability to collaborate effectively both as part of a management team and outside the Credit Services organization.
Credentials
-
Lean Six Sigma Green Belt Certification
Ingersoll RandJan, 2008- Oct, 2024
Experience
-
RCH Companies
-
Utilities
-
1 - 100 Employee
-
Director of Operations & Analytics
-
Aug 2019 - Present
· Consult with cross-functional stakeholders across the business. · Anticipate needs of the business with a strategic mindset, analyzing potential problems and developing tactful solutions. · Conduct in depth research and analysis to drive business development. · Highlight macro and customer trends and key competitors. · Connect results of quantitative and qualitative research and develop content to share, providing recommendations to senior leadership. · Define and develop potential strategic partnership in forming mutually beneficially growth for both organizations. · Work collaboratively with business partners and corporate teams to drive enterprise strategy execution. · Support business in goal deployment, project management and process improvement to support successful implementation. · Own multiple strategic business process transformation projects while continuously evaluating potential organizational opportunities. · Help craft and shape messaging of executive leadership content for high profile external meetings. · Provides thoughtful leadership and development of direct reports. Show less
-
-
-
Charter Communications
-
United States
-
Telecommunications
-
700 & Above Employee
-
Credit Collections Manager
-
Dec 2009 - Aug 2019
Maximize bad debt recovery by developing competitive tier based agency programs. Consolidate asset recovery of customer premise equipment timelines and strategy. Outsourcing Management – Manage multiple contractors across multiple recovery programs. Finance – Design, develop, and implement agency audit programs. Work with corporate accounting to establish accuracy. Communicate results to all levels of management. Asset Recovery – Customer premise equipment recovery. Fraud Prevention – Identify and prevent customers trying to obtain new service while owing prior bad debt. Bad Debt Liquidation – Collection agency competitive strategy. Secondary account placement strategy. Bad Debt Sales. Field Retention/Recovery – Manage both internal and external employees in saving customers and recovering assets. Show less
-
-
-
Trane
-
Germany
-
Industrial Machinery Manufacturing
-
1 - 100 Employee
-
Consumer Relations Team Leader
-
Oct 2005 - Dec 2009
Led the company contact with all residential homeowners at corporate for Trane and American Standard brands. Managed all contact strategy as well as launched limited warranty registration team. Lead team responsible for managing the post-sales customer contact strategy for the United States and Canada. Project Leader for Limited Warranty Registration for consumers which saved the company over $10 million in warranty reserves. Liaison between customer and manufacturing, operations, sales, legal, field service, parts expediting and accounts payable to resolve consumer issues, manufacturing quality problems, parts availability and field site investigations in order to provide a timely and appropriate resolution for the end users, local independent dealer network, as well as distribution. Incorporated Limited Warranty Customer Care to allow our entire distribution network to have a single point of contact to resolve customer service issues. Provided vendor management of pre-sales outsourced call center to capture sales leads through corporate marketing efforts to drive the sales closure rate of the dealer network through maximizing contact rates to achieve $3 million incremental sales in year one. Performed data mining and root cause analysis of consumer issues to provide operations team with reporting from the field to determine the top issues to resolve. Gained a $1.3 million budget relief through implementing a grading system of historical accounts payable to create more controls on unsubstantiated concessions. Deployed six sigma tools to achieve a 40% increase in productivity through performance measurement and process improvement. Show less
-
-
-
Cox Communications
-
United States
-
Telecommunications
-
700 & Above Employee
-
Technical Support Manager
-
Jan 2000 - Sep 2005
Managed the Technical Support Department for the Middle America Cox Region. Region consisted of Texas, Louisiana, Oklahoma and Arkansas. Department provided two tier technical support for high speed internet, television and phone. Daily management of a 300 seat Cable and Internet Customer Care environment that provided sales, billing and technical support to over 1.2 million subscribers in a three state region. Worked with local field operations to increase one call resolution productivity by 20% in order to reduce service call occurrences as well as provide support to technicians in the field. Created a sales culture within Technical Support by training the call center agents to be able to promote the products and close sales to generate an additional $1.2 million incremental sales per quarter. Provided collections and billing support after hours for facilitating receivables in order to reactivate consumer services for digital cable and high speed internet offerings. Deployed multiple Customer Service Representative (CSR) and Technical Support Representative (TSR) desktop tools and technology resulting in 15% - 20% increase in CSR and TSR productivity. Facilitated recruiting processes by evaluating, interviewing, and hiring potential team candidates which led to a company benchmark of less that 10% turnover rate. Show less
-
-
-
General Motors
-
United States
-
Motor Vehicle Manufacturing
-
700 & Above Employee
-
Team Leader
-
Apr 1994 - Jan 2000
Managed Buick City Chassis Quality Control department through appropriate action recommendations from root cause analysis of product quality concerns. Worked at Flint, MI Truck and Bus, Lansing, MI Craft Center as well as Delphi Steering in Saginaw, MI. Managed Buick City Chassis Quality Control department through appropriate action recommendations from root cause analysis of product quality concerns. Worked at Flint, MI Truck and Bus, Lansing, MI Craft Center as well as Delphi Steering in Saginaw, MI.
-
-
Education
-
Baker College
MBA, Business Administration -
Baker College
Bachelor of Business Administration - BBA, Business Administration and Management, General
Community
