Summary
Overview
Work History
Skills
References
Timeline
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Gregg H. Givens Jr

Dallas,TX

Summary

Accomplished leader with a proven track record, adept in Portfolio Growth and Leadership Training. Spearheaded initiatives that exceeded sales quotas by up to 200%, earning multiple accolades. Expert in fostering customer relationships and driving business leadership, significantly enhancing operational efficiency and team performance.

Overview

26
26
years of professional experience

Work History

Regional Client Relationship Manager

Sunbit
02.2021 - Current
  • Directed daily functions of a 15-member account management team.
  • Awarded Top Client Manager in the company for 2021.
  • Implemented tailored training initiatives for incoming Account Managers.
  • Responsible for the execution of sales, customer service surveys, and professional development for direct reports.
  • Implemented initiatives designed to improve operational efficiency within the team.

Director of Operations

Jefferson Dental
Austin, TX
04.2019 - 08.2020
  • Evaluate daily operations and set strategic direction for 71 dental clinics in Dallas, Ft. Worth, Houston, San Antonio, and serve as a subject-matter expert in improving company culture; design a short- and long-term roadmap for planned operations in 2020.
  • Held staff accountable by setting clear goals and expectations.
  • Managed four territories' profit and loss statements, and developed an annual projection for the upcoming year.
  • Coach and train regional managers, doctors, and internal partners in profitability opportunities, sharing data, and proposed areas for improvement.

Regional Manager

Aspen Dental
10.2014 - 03.2019
  • Led process improvements for eight practices across the South Texas region; awarded 2016, of the year.
  • Increased positive revenue by $1.5 million through effective P&L management and a streamlined case approval process.
  • Trained over 200 staff across two states on how to demonstrate knowledge of the business model, operating procedures, and protocols.
  • Sourced and recruited doctors throughout the South Texas region; hired 16 new doctors to join the company.

Sr. Quality Assurance Manager

Aegis North America Call Center
11.2013 - 11.2014
  • Managed the operation of Aegis Customer Operation Performance Center’s quality process optimization (QPO) program comprised of 200+ staff
  • Developed and trained employees on systematic approaches for assuring high-quality customer service; shifted the company focus from traditional quality assurance to behavior-based evaluation.
  • Monitored customer service and provided direct feedback to agents and superiors; presented all findings to executive leadership and customer contracts.
  • Worked cross-functionally in Operations Management, supporting staff in maintaining effective coverage and campaign management.

Operations Manager

Harte Hanks
10.2012 - 11.2013
  • Launched acquisition sales and renewal sales for Reliant Energy from ground zero; the program became the number one sales channel in the first two quarters of 2013.
  • Developed a bonus plan program designed to encourage staff to retain and develop new customers simultaneously; resulted in an overall increase in the customer base and earned Harte Hanks a new company contract.
  • Awarded the Top Sales Manager title at Harte Hanks for three consecutive quarters.
  • Designed and implemented a new strategic program to increase collections efficiency, and renewed contracts with vendors as a result of the program’s success.

Customer Retention Manager

Sprint
04.1999 - 10.2012
  • Led seven supervisors and 105 account managers to meet annual national sales quotas through products and services.
  • Exceeded quota every quarter, achieving as high as 175% in all products on a team scale, and up to 200% in individual goals.
  • Awarded the President's Council and five-time Circle of Excellence recipient; earned special recognition for achieving over 100% of the goal in sales quotas and churn in 2006 and 2007.
  • Designed a new Customer Success Plan to provide cell phone service for public schools.
  • Developed a process and trained staff on how to perform effective account management for a government agency.

Skills

  • Issue resolution
  • Portfolio Growth
  • Leadership Training
  • Business growth strategies
  • Operational strategies and oversight
  • Relationship cultivation and retention
  • Strategic Decision Making
  • Performance Assessment
  • Business leadership
  • Quality Assurance
  • Customer Service Management
  • Hiring and onboarding
  • Client profile building

References

References available upon request.

Timeline

Regional Client Relationship Manager

Sunbit
02.2021 - Current

Director of Operations

Jefferson Dental
04.2019 - 08.2020

Regional Manager

Aspen Dental
10.2014 - 03.2019

Sr. Quality Assurance Manager

Aegis North America Call Center
11.2013 - 11.2014

Operations Manager

Harte Hanks
10.2012 - 11.2013

Customer Retention Manager

Sprint
04.1999 - 10.2012

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Gregg H. Givens Jr