Open To Work
Gretchen Decker
Marfa
Summary
Dedicated and organized financial professional with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills.
Overview
15
15
years of professional experience
Work History
Project Operations Manager – Genesis Luxury Line & Customer Service Specialists / Tier 3 Escalations
Movate Inc.
02.2021 - 01.2026
- Directed the strategic execution of national Consumer Affairs programs for Genesis Motor America, driving operational excellence, issue resolution, and luxury brand reputation management.
- Orchestrated the transformation of the Genesis department into the highest-performing business unit, consistently surpassing all key performance indicators (KPIs).
- Scaled the department from 3 to 105 employees, achieving a 3400% growth in headcount to support expanding operational demands and elevated customer expectations.
- Maintained a 4-year average customer satisfaction score of 3.8, exceeding the corporate benchmark of 3.3 and reinforcing brand loyalty.
- Designed and led customer experience enhancement initiatives that improved satisfaction scores by 15% and reduced complaint resolution time by 50%.
- Achieved industry-leading attrition rate of 3%, while maintaining the highest attendance and performance metrics across the organization.
- Spearheaded end-to-end process optimization efforts that increased productivity by 56%, while consistently meeting service level agreements (SLA), quality standards, and case resolution timeframes.
- Cultivated cross-functional partnerships with internal departments, OEM executives, and vendor partners to strengthen collaboration and streamline service delivery.
- Led executive-level business reviews on a weekly, monthly, and quarterly basis to analyze performance trends, mitigate risks, and align initiatives with strategic business objectives.
- Directed the collection, reporting, and analysis of customer feedback and operational data to identify trends, generate actionable insights, and implement continuous improvement strategies.
- Technically proficient in Microsoft Office Suite, Oracle, Siebel, IEX, WFM, Verint, Salesforce, Tableau, Jira and other data analytics and workforce optimization platforms.
- Genesis & Hyundai Motor America
Operations Supervisor – Connection Center Team
Alorica
11.2016 - 02.2021
- Supervised a team of 15-40 agents, overseeing performance, recruitment, and training, with a focus on maintaining top-tier CSAT and business unit metrics.
- Achieved a 3-year average CSAT of 82%, surpassing the objective of 76.2%.
- Promoted to Interim Operations Manager (11/16/20 – 12/20/20), improving Service Levels from 37% to 96%, while maintaining high performance in CSAT, SQS, and FCR.
- Enhanced employee engagement and retention, driving attendance to 95% and securing a low attrition rate.
- Provided leadership coaching, problem-solving strategies, and performance evaluations to ensure operational success.
- Skilled in Microsoft Office Suite, Oracle, Siebel, IEX, WF Management tools. Salesforce, GAA and other proprietary software.
- General Motors OnStar
Premise Account Representative
AT&T
Austin
04.2013 - 10.2020
- Managed a portfolio of 250 accounts generating $1.2 million annually.
- Increased territory revenue by 25% year over year through acquisition of 40+ new small to medium business accounts.
- Consistently exceeded monthly sales quotas by 110-130% through consultative, solution-based selling.
- Ranked in the top 5% of sales performers in the Southwest Region, consistently exceeding sales goals.
- Collaborated on quarterly business reviews and performance updates with account managers.
- Increased annual revenue by 60% through proactive customer engagement and targeted sales strategies.
- Generated new business through strategic lead generation, territory canvassing, referrals, and high-volume cold calling.
- Achieved 85% client retention rate by building long-term relationships and measurable ROI.
- Managed a robust sales pipeline of 100+ active prospects, maintaining accurate forecasting and CRM documentation.
- Consistently exceeded sales goals, placing in the top 5% of sales performers across the Southwest Region.
- Google AdWords and Yahoo Certified.
Training Analyst II – Small Business Division (200 or less employees)
Dell Computer Corporation
Round Rock
08.2010 - 01.2013
- Designed and delivered product and sales training for both new hires and experienced representatives.
- Improved call center effectiveness and time management through targeted training initiatives.
- Partnered with operations and talent acquisition to assess training needs and address performance gaps.
- Created and implemented a successful professional development program that boosted employee productivity and satisfaction.
Education
Bachelor of Arts - Sociology/Psychology
Texas State University
San Marcos, TX, United StatesAccomplishments
- Consistently ranked as the top Operations Supervisor, excelling in key performance metrics such as data sales, customer surveys, average handle time, after-call work, schedule adherence, and first-call resolution.
- Achieved the highest attendance rates and maintained the lowest attrition within the Business Unit.
- Honored with the 'Leadership of the Month' award 10 times between 2017 and 2020.
- Developed and implemented strategies that led to a 96% increase in monthly sales by expanding and enhancing existing customer accounts.
- Successfully launched and facilitated a highly regarded professional development program for staff, boosting employee productivity.
- Drove sales growth as an Account Executive by adding 25-75 new accounts per quarter across assigned territories.
- Managed a portfolio of 250 accounts, generating $1.2 million in annual sales.
- Earned Four Canvass Leader Awards (2007-2009) as a Premise Account Representative at AT&T.
- Awarded the 'Director's Choice Award' in September 2024 for outstanding performance.
Work Preference
Job Search Status
Open to workWork Type
Full TimePart TimeContract WorkLocation Preference
RemoteHybridSalary Range
$50000/yr - $200000/yrTimeline
Project Operations Manager – Genesis Luxury Line & Customer Service Specialists / Tier 3 Escalations
Movate Inc.
02.2021 - 01.2026
Operations Supervisor – Connection Center Team
Alorica
11.2016 - 02.2021
Premise Account Representative
AT&T
04.2013 - 10.2020
Training Analyst II – Small Business Division (200 or less employees)
Dell Computer Corporation
08.2010 - 01.2013
Bachelor of Arts - Sociology/Psychology
Texas State University