Results-driven professional with nearly 10 years of vendor management experience and 30 years of leadership in customer service. Proven ability to optimize vendor partnerships, drive performance improvements, and implement strategic operational initiatives. Skilled in team development, cross-functional collaboration, and customer service excellence, with a focus on meeting and exceeding KPIs through data-driven strategies.
Hi, I’m
Adrian "Dre" Gleaton
Atlanta,GA
Summary
Overview
19
years of professional experience
Work History
Verizon
Supervisor - CS VM VCG Channel Management
03.2022 - Current
Job overview
- Lead Support Hub Virtual Support Program, overseeing vendor partnerships, managing schedules, coordinating site launches, and guiding performance quality management to ensure continuity in service delivery.
- Develop both short- and long-term operational strategies to enhance Virtual Support team performance through data-driven KPI analysis, process improvement, and performance oversight.
- Manage a team of 56 Virtual Support coaches responsible for on-call support, aligning team performance to achieve KPIs for the Partner Success Organization (PSO).
- Interface regularly with partner leadership to communicate operational goals, provide coaching, and support team development.
- Implement training and execution plans, including training development, scheduling logistics, facilitation, and on-site support as needed.
- Lead, manage, and track Senior Manager Team initiatives, pilots, and experiments through Smartsheet Project Management.
- Recruited, interviewed, hired, and onboarded 80 employees for a rotational development program, establishing a mentoring framework to enhance feedback, engagement, and growth.
Verizon
Senior Analyst - CS VM VCG Channel Management
03.2015 - 03.2022
Job overview
- Coordinated Virtual New Hire Support for Partner Success Organization (PSO) site launches across multiple lines of business, overseeing onboarding processes and schedule management to meet site support needs.
- Created and delivered performance presentations detailing partner performance, integrating customized recommendations into a standardized coaching model.
- Partnered with cross-functional teams to enhance operational efficiency, conducting audits, and developing targeted strategies for performance improvement.
- Led weekly Value Ambassador calls to identify partner outliers, share best practices, and drive sustained performance improvements.
- Served as the Partner Success Organization (PSO) Value Team Go-To Channel Liaison, ensuring project milestones were met and flowed through each project phase.
- Developed a 2020 strategy aimed at achieving a $35M YoY reduction in operational costs for the Partner Success Organization (PSO).
- Led the PSO digital strategy from August 2018 through November 2019, driving a 2% QoQ improvement in ACSS Quick Link utilization, View Together engagement, and Verizon Up awareness.
Verizon
Supervisor - Customer Service
09.2008 - 03.2015
Job overview
- Managed a team of 12-18 representatives, conducting weekly one-on-one coaching sessions to enhance customer interactions, aligning team performance with Northeast Area quality initiatives.
- Developed career plans for employees to improve skills and performance, achieving a consistent 95%+ customer satisfaction rating by aligning coaching with quality metrics.
- Achieved a 95%+ success ratio for month-over-month team performance, utilizing corrective actions and targeted development for continuous improvement.
- Assigned duties according to each employee's skill level and knowledge, maximizing team efficiency.
Verizon
Customer Service Consultant
07.2013 - 12.2013
Job overview
- Designated Subject Matter Expert for customer experience survey disputes, maintaining a 98% accuracy rate for approved disputes at both center and area levels.
- Collaborated with the center Transformation Consultant to reduce 3-day and 30-day call-in rates by presenting best practices to frontline employees and leadership.
- Supported the migration from Witness Quality Monitoring to Impact 360, facilitating training and ensuring a seamless transition for staff.
Verizon
Senior Trainer - Customer Service
02.2006 - 09.2008
Job overview
- Delivered new hire and ongoing training for senior representatives and specialized support teams, achieving top 8% performance in the south area.
- Led training for new and current employees on products, policies, and customer interaction skills, with a focus on technical support.
- Partnered with national curriculum development teams on projects including curriculum review, certification, UAT, and revision.
- Conducted Train-the-Trainer certification programs, identifying regional training needs and enhancing representative performance.
- Analyzed training, student outcomes and course delivery metrics to produce reports for senior management.
Education
Liberty University
Bachelor of Arts from International Business
12-2025
University Overview
Skills
- Vendor Relationship Management
- Operational Leadership & Strategy
- Performance Optimization & KPI Management
- Process Improvement & Quality Assurance
- Strong Communication & Negotiation Skills
- Cross-Functional Team Collaboration
- Staff Management
- Strategic Planning
Timeline
Supervisor - CS VM VCG Channel Management
Verizon
03.2022 - Current
Senior Analyst - CS VM VCG Channel Management
Verizon
03.2015 - 03.2022
Customer Service Consultant
Verizon
07.2013 - 12.2013
Supervisor - Customer Service
Verizon
09.2008 - 03.2015
Senior Trainer - Customer Service
Verizon
02.2006 - 09.2008
Liberty University
Bachelor of Arts from International Business
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