Marla Bruckschen
About Marla Bruckschen
Marla Bruckschen is a Senior Site Manager for Call Center Operations at Maximus Federal Services, Inc., with extensive experience in managing large call centers and implementing quality control measures.
Company
Marla Bruckschen is currently employed at Maximus Federal Services, Inc. She has held the position of Senior Site Manager, Call Center Operations in Lynn Haven, Florida since 2013. Her role involves overseeing call center operations to ensure efficient and effective customer service delivery.
Title
Marla Bruckschen holds the title of Senior Site Manager in Call Center Operations. She is responsible for managing day-to-day operations, ensuring compliance with industry standards, and maintaining high levels of customer service through effective staff management.
Previous Roles and Experience
Before her current role, Marla worked at Aegis Communications Group as a Senior Manager of Quality for one year. She also spent several years at Sallie Mae, initially as a Sales Call Center Manager from 2005 to 2009, then as Supervisor/Project Coordinator from 2004 to 2005, and finally as Call Center Director/Vendor Management from 1998 to 2012. Her extensive experience in various managerial roles within call center environments has provided her with a deep understanding of quality control, vendor management, and customer service excellence.
Education and Expertise
Marla Bruckschen completed her education at Gulf Coast State College, earning a degree in Business Administration between 2012 and 2014. Her educational background provides a solid foundation for her expertise in business management, call center operations, and quality assurance practices.
Call Center Management and Operational Strategies
During her tenure, Marla has successfully managed call centers with staffing fluctuations ranging from 600 to 2,000 representatives. She has implemented various operational strategies, including monthly secure floor audits and an Emergency Preparedness Plan. Marla played a pivotal role in preparing for and completing an internal ISO 9000 audit, conducting root cause analysis on audit findings, and developing effective mitigation strategies.