Adrian "Dre" Gleaton
Alpharetta,GA
Summary
Results-oriented professional with over 30 years of leadership and people development experience in the telecommunications industry. Demonstrated expertise in vendor management, operational excellence, and project management. Strong track record of driving performance, improving processes, and achieving cost reductions. Skilled in training and development, customer service, and cross-functional collaboration. Proficient in MS Office, Google Suite, and Smartsheet.
Overview
22
22
years of professional experience
Work History
Supervisor - CS VM VCG Channel Management
Verizon
03.2022 - Current
- Lead and manage virtual support teams responsible for driving performance and achieving KPIs for Strategic Partnership Operations (SPC) mobile teams.
- Recruited, interviewed and hired employees 80 Ramp Support Rotational Employees and implemented mentoring program to promote positive feedback, consistent employee engagement, and employee development.
- Develop short and long-term operational strategies to optimize performance and enhance customer experiences.
- Track and manage incoming work, ensuring resources are trained and efficient to meet deadlines.
- Drive continuous process improvement to increase team efficiency, quality, and speed of delivery.
- Communicate functional/operational goals, provide coaching, and support team development.
- Collaborate with HQ counterparts, manage key business initiatives, and partner with stakeholders for best practices and data sharing.
- Manage Team Initiatives, pilots, ADHOC Request, and etc via Smartsheets
- Ensure resources are trained and efficient to meet deadlines.
- Own continuous process improvement to identify, develop and implement changes to increase team efficiency, quality and speed of delivery.
- Provide change leadership within team and encourage and nurture change across SPC Organization.
- Communicate and translate functional/operational goals into team/individual objectives.
- Carry out, inspect and validate management administration tasks, such as time management and productivity measurement, personnel development, etc.
- Execute program and project management.
- Partner with HQ counterparts on best practices and data sharing.
- Managing key business initiatives to positively impact SPC performance.
- Lead projects/improvement plans and work closely with other team members as required.
Senior Analyst - CS VM VCG Channel Management
Verizon
03.2015 - 03.2022
- Identified and resolved problems through root cause analysis and research.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Coordinated virtual ramp support for SPC site launches, ensuring partner needs were met.
- Prepared weekly ramp support readouts, reporting site launch status and future plans.
- Created performance presentations, provided recommendations for improvement, and led value ambassador calls.
- Partnered with cross-functional teams, conducted audits, and developed strategies to drive operational efficiency and performance improvement.
- Managed real-time initiatives, implemented training programs, and contributed to SPC-specific projects.
- Utilized reporting systems for data analysis and compiled reports for director readouts.
- Coordinate Virtual Ramp Support for SPC site launches across multiple lines of business
- Prepared weekly Ramp Support readout which details current and future site launch status.
- Interface with SPC Operations, SPC Field, and Training teams to ensure all Partner site launch needs are met.
- Assisted with creation of RAMP RDP program and lead agent onboarding process.
- Assist with schedule management of Ramp RDP agents ensuring work schedules align with new site launch support needs.
- Maintained record of current processes while providing process in improvement suggestions that drive efficiency and greater connectivity between field teams and operational support.
- Created weekly performance presentations detailing partner performance and provided customized recommendations which integrated into the Enhanced coaching model.
- Led weekly Value Ambassador calls which focused on SPC Partner outlier identification, best practice sharing, and driving sustained performance improvement.
- Interface with multiple reporting systems (MetrEx, Tableau, Qlik and etc.) to compile data for weekly director readout.
- Routinely provided mentoring support to team members assisting them with their daily, weekly, and monthly tasks.
- SPC OC&C Functional Project Lead responsible for partnering with HQ to ensure that SPC is represented and considered when policy, system, and general process changes happen.
- Provided oversight as SPC Value Team GTC Liaison ensuring all Value Team related projects were up to date and flowing seamlessly through each phase of defined project life cycle.
- Conducted OCC Site Audits to deep dive center trends, uncover needs, provide support, and make recommendations for improvement at all levels.
- Developed SPC 2020 strategy which focused on driving the SPC to YoY OC&C reduction goal of $35M
- Created performance playbooks for value team disciplines which included OCCs, Revenue, Digital Engagement, & Retention.
- Owned SPC digital strategy from August 2018 through November 2019 driving 2% QoQ improvement
- Partnered with Learning & Development to create and launch SPC Specific OCC Trainings (Understanding the Bill and Getting to the Root).
- Partnered with SPC Performance Assurance, Learning & Development to create and launch Coaching the -Promise for OCCs leadership training.
- Managed Real Time Revolution initiative driving $.16 average month over month improvement in OPC and 1.1% average month over month improvement ADA improvement from March to July 2017.
- Partnered with SPC and HQ reporting to solve reporting gaps that exist between SPC and internal and thus driving more simplified OCC auditing process.
Supervisor - Customer Service
Verizon
09.2008 - 03.2015
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Associate Director Point of Contact tasked with managing peer group and drive organizational performance to meet center stretch targets.
- Responsible for weekly one on one coaching session with up to 12-18 direct reports reviewing customer interactions to identify and coach key behaviors that impact customer base experiences based on NE Area quality initiative.
- Created career development plans specific to each employees career track using the My Backfill tool to assist in identifying potential leaders.
- Maintained average of 95% and higher on Customer Experience surveys by ensuring coaching sessions are effective and aligned with the "Be the Reason" quality program.
- Maintained 90 -95% success ratio of employees either leading or performing month over month.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge
Customer Service Consultant
Verizon
07.2013 - 12.2013
- Center SME Utilizing ACS One Tool to manage the Huntsville Contact Center After Call Survey (ACS) process.
- Managed center level dispute processing by maintaining 98% accuracy rate of disputes approved at both center and area levels.
- Partnered with center Transformation Consultant to drive down center 3-day and 30-day call in rates through presentation deliveries to front-line employees and all levels of Huntsville Contact Center leadership.
- Supported center migration from the Witness Quality Monitoring system to Impact 360 through direct face-to-face training, best practice sharing sessions, and general education.
- Utilized 5-Star reporting system to manage center NPS process through verbatim review, daily reporting, and leadership coaching/training.
- Center SME for the MyInfo Action Planning tool focused on utilizing MyInfo reporting to apply integrated coaching techniques and improve individual, team, & center performance.
- Utilized customer service software to manage interactions and track customer satisfaction.
Senior Trainer - Customer Service
Verizon
02.2006 - 09.2008
- Advanced training – coaching to the call sequencing model, escalation, technical/wireless data programs, influence and persuasion skills, pre-supervisory and management development and other programs as needed.
- Conducted New Hire training for Sr. rep level employees and above for 800 Inbound, Business Support, Technical Support and High value teams, also delivered customer interaction skill training.
- Facilitated product/policy training to new and embedded base employees resulting in representative performance in the top 8% of south area employees.
- Generated needs analysis reporting on effectiveness of training through monthly scorecard results and weekly spot checks with trainees.
- Revised and implement the development of new curriculum as needed for center specific training resulting in program adoption by South Area Curriculum Development.
- Identified area, regional, or unique queue training needs through partnership with leadership and floor observations.
- Partnered with management, attended regional/area/project meetings, conducted workgroup observations for effective use of business acumen (tie to KPIs) through direct knowledge/experience with workgroup.
- Evaluated the effectiveness of training conducted (class feedback, follow-up, surveys).
- Led, prepared, attended, and completed train-the-trainers / certifications as appropriate.
- Identified alternate solutions/learning when delivery challenges arise (materials, content, room set-up).
- Partnered with national curriculum development teams on national project curriculum development and project support (curriculum review, certifications, UAT, and revisions).
- Conducted peer-to-peer observations and provides coaching & feedback.
- Ensured preparation of training room (media, set-up, materials, room reservations, devices, rosters).
- Managed reporting responsibilities; i.e. expense reports, VZTime, monthly tracking reports, rosters, store/team visit reports.
- Completed all required training and assessments supporting VZW initiatives
Customer Service Supervisor (Acting)
Verizon
07.2005 - 01.2006
- Provided support to front-line customer service representatives by addressing customer escalations, communicating center performance expectations, and ongoing coaching through side by side monitors with representative month to date performance.
- Leveraged personal/team goal setting to design and implemented action plans that addressed team's areas of opportunity.
- Successfully increased team productivity by 31% and reduced team shrinkage by 30%.
- Mentored representatives in areas of career progression, meeting protocol, and training facilitation techniques.
Business Support Coordinator
Verizon
08.2003 - 07.2005
- Owned account management relationship for 8 National and Consolidated Major Accounts with average line attainment of 600+ lines,
- Served as Single Point of Contact for Verizon Wireless, resulting in soft commitments of additional lines.
- Analyzed accounts receivables and developed strategy for collecting payment of $400,000+ over 90-day period for 30+ Consolidated Major Accounts.
- Designed and managed scheduling of annual account Rate Plan Analysis and follow-up. Influencing customer decisions to increase rate plan and directly impacting Consolidated Major account ARPA (Average Revenue Per Account).
- Partnered with Business Sales teams to obtain new business during both direct phone conversations and client face to face meetings.
- Processed equipment order request both manually and through order processing system(s).
- Worked with Treasure personnel in resolving invoice discrepancies.
- Mentored peers in areas of career progression, meeting protocol, and training facilitation techniques
Senior Representative - SHOO Team
Verizon
05.2001 - 08.2003
- Directed team of 12 representatives in absence of supervisor ensuring adherence to supervisor expectations resulting in team consistently ranking within top 5% of all call center teams.
- Coached representatives on troubleshooting procedures ensuring complete resolution to customer technical issues positively impacting center CSTS results.
- Assisted local Resource Management Team with scheduling of off-core training and team activities increasing SHOO Team participation in center activities by 49%.
- Resolved issues through careful research and follow-up with customers.
- Trained newly hired employees on company policies and procedures regarding diverse situations.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business
Education
Bachelor of Arts - International Business
Liberty University
Lynchburg, VA05.2024
Skills
- Corporate Communications
- Manage Programs
- Operational Leadership
- Staff Development
- Benchmarking
- Management Team Leadership
- Leadership and People Development
- Performance Optimization
- Process Improvement
- High Proficiency Level in MS Office & Google Suite
- Skilled in Smartsheet: Modern Project & Work Management Platform
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
Customer Service Supervisor (Acting)
Verizon
07.2005 - 01.2006
Business Support Coordinator
Verizon
08.2003 - 07.2005
Senior Representative - SHOO Team
Verizon
05.2001 - 08.2003
Bachelor of Arts - International Business
Liberty University
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