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

Greg Gervasio

Morris Plains,USA

Summary

Dynamic professional leader with a proven track record in driving strategic initiatives and cultivating high-performing teams. Expertise in managing omni-channel contact centers, transformation, project management, budget oversight, and employee engagement ensures organizational goals are consistently met with efficiency and precision. Recognized for adaptability, reliability, and a commitment to delivering impactful results. Proficient in leveraging data-driven insights to optimize processes and mentor teams, fostering excellence in fast-paced environments.

Overview

2026
2026
years of professional experience

Work History

Associate Director Customer Care

AT&T
06.2024 - Current
  • I lead a 100-person customer service organization comprised of bargained-for agents, supervisors, and individual contributors across multiple locations
  • Transformed this team twice in 15 months, from offline to chat and from chat to call support
  • Top performing location with an average of 109% attainment in CEX, 7-day repeat, transfer, and hold percentage
  • Passionate about creating a culture fostering commitment, connection to the work, and high performance

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
05.1998

Skills

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

Accomplishments

  • 2025 Led the expansion of Line of Business to Mesa, AZ
  • 2025 Transformed center from chat to call support
  • 2025 Lead all centers with an average 109% attainment in KPIs
  • 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 a business partner

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

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

Similar Profiles

CREATE PROFILE
Greg Gervasio