Summary
Overview
Work History
Education
Skills
Timeline
Accomplishments
Assessments
Assessments
Generic
Greg Gervasio

Greg Gervasio

Morris Plains,USA

Summary

Transformational Customer Service Leader. Results-driven with extensive experience in leadership and strategic oversight. Proven ability to drive organizational success through effective team collaboration and dynamic problem-solving. Recognized for adaptability and a keen focus on achieving objectives.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Associate Director Customer Care

AT&T
06.2024 - Current
  • I lead a 100-person customer service organization consisting of bargained-for agents, supervisors, and individual contributors in multiple locations.
  • Lines of Business include customer chat, business social media, and onboarding.
  • 12% CEX and 124% NPS improvements Q3 2024
  • Performance management, coaching, scheduling, training, and setting KPIs
  • Promote a culture of improvement by encouraging staff to share innovative ideas and providing resources for professional development.

Associate Director, Project Management

AT&T
08.2023 - 06.2024
  • Accepted lateral promotion in August 2023 to manage a considerable transformation effort after significant restructuring in the Project Management teams
  • Responsible for a team of sixteen project and program managers located throughout the United States tasked with onboarding first responders to AT&T FirstNet
  • 39% improvement in 2024 CX through post-work survey
  • Cultivated 10% line of business growth in 2024

Area Manager Customer Care

AT&T
07.2011 - 07.2023
  • Led a large, 24x7x365 multi-channel contact center with teams across several locations. The team handled calls, chats, and tickets
  • The group was 100 total employees, including bargained-for agents, supervisors, individual contributors, and outsourced partners
  • Completed three automation projects to improve team effectiveness: 97% reduction in processing time for Return to Stock, 63% time savings (8K man hours) on handle time for network issues requiring health check, Worklist Management BOT dramatically lowering response time
  • Spearheaded 2.7 million dollar operational cost savings in 2022 by off-shoring work to partner/vendor

Sr. Specialist-Network Support

AT&T
05.2006 - 07.2011
  • Customer facing, second-level technical support for enterprise customers
  • Troubleshooting network connectivity, wireline circuits, and routers

Education

Bachelor's degree -

West Virginia University
Morgantown, WV
05.1998

Skills

  • Coaching and mentoring
  • Strategic leadership
  • Team collaboration and leadership
  • Process improvement
  • Project management

Timeline

Associate Director Customer Care

AT&T
06.2024 - Current

Associate Director, Project Management

AT&T
08.2023 - 06.2024

Area Manager Customer Care

AT&T
07.2011 - 07.2023

Sr. Specialist-Network Support

AT&T
05.2006 - 07.2011

Bachelor's degree -

West Virginia University

Accomplishments

  • 2024 Achieved 39% improvement in Customer SAT measured through post-work surveys
  • 2024 124% improvement in Willingness to Recommend in Q3 2024
  • 2023 saved 8,000 man-hours with a BOT automation project to automate troubleshooting steps.
  • 2022 saved 2.7 million by outsourcing work to business partner

Assessments

  • Management & leadership skills: Impact & influence, 12/01/22, Proficient
  • Management & leadership skills: Planning & execution, 12/01/22, Proficient
  • Supervisory skills: Motivating & assessing employees, 12/01/22, Proficient

Assessments

  • Management & leadership skills: Impact & influence, 12/01/22, Proficient
  • Management & leadership skills: Planning & execution, 12/01/22, Proficient
  • Supervisory skills: Motivating & assessing employees, 12/01/22, Proficient

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Greg Gervasio