TODD G. GRAY
North East,Maryland
Summary
Accomplished operations leader with expertise in leading internal and outsourced teams in matrix-driven organizations. Drives vendor performance, fosters stakeholder collaboration, and implements personnel solutions aligned with long-term organizational goals. Recognized for building operational excellence through effective process and change management. Possesses extensive systems knowledge across CRM, ERP, and Multi-Site QSI platforms. Dedicated ambassador for fostering leadership, promoting associate engagement, and ensuring business continuity while maintaining regulatory compliance.
Overview
27
27
years of professional experience
Work History
Sales Operations Team Leader, Americas
W.L. GORE & ASSOCIATES
05.2018 - Current
- Lead customer support and order-to-cash teams across the U.S., Brazil, and Mexico, ensuring process efficiency and workforce optimization. Develop and coach a 40-member team across nine locations while driving functional excellence and improving platform performance for seamless customer satisfaction. Collaborate with leaders to enhance the customer/employee experience and eradicate inefficiencies.
- · Achieved 0 Multi-Site Audit non-conformances from 2020–2024, 1 Minor in 2025, ensuring uninterrupted sales and manufacturing operations.
- · Authored critical manufacturing and sales SOPs to bolster compliance with ISO/IATF standards.
- · Reduced order errors to below 2 per Associate/month and maintained 98% call service levels.
- · SAP Launch for APE, APN and APS
- · Plant Leadership Team Board Member: APS
- · Increased FY24 Net Promoter Score (NPS) to 39 (up from 31 in FY23) by refining service efficiency and launching eCommerce solutions.
- · Introduced Salesforce Service Cloud case and email management, improving work balance and resolution times.
- · Implemented UKG with zero payroll errors.
Manager Customer Technical Support, Customer Care
COMCAST CABLE CORPORATION
03.2005 - 04.2018
- Drive Call Center operations, outsourced vendor services, technology development, productivity tools, and supervisor teams to deliver tight operational and financial performance in a cost effective manner
- Direct outsourced/internal forecasted call center volumes to meet productivity and quality metrics
- Manage Customer Account Executive (CAE) service operations
- Co-developer of call center technology and productivity tools
- Enhance/communicate company strategies and with CAE team/ leadership motivation to achieve company vision
- Lead Supervisors to achieve Comcast Quality Experience (CQE), customer service excellence, and call quality delivery levels within the call center
- Drive multiple performance, project cost, and subscriber activities increasing departmental effectiveness
- Track/analyze/report performance data on key departmental initiatives
- Lead/direct/develop 10 Supervisors and 150 Front Line Agents with call routing/scheduling optimizing center operations
Wholesale/Retail Sales Representative
SIECK WHOLESALE FLORIST
06.2004 - 03.2005
Customer Service Manager/Project Manager
EAST COAST CSR - CHRISTIANA MALL MANAGEMENT
10.2003 - 06.2004
Unit Manager
DISCOVER CARD FINANCIAL
01.1998 - 10.2003
Skills
- Project/Program Management
- Operations Leadership
- Cross-Functional Team Management
- Change Management
- Quality Assurance/Performance Monitoring
- Staff and Talent Development
- Sales and Retention Execution
- ISO Experience/Knowledge
- Audit Experience
- Plant Leadership (PLT) Experience
- Supply Chain Mitigation though SWAT Leadership
- Gore Business Systems Experience: E1, SAP, QSI, eComm solutions, EDI, Salesforce
Timeline
Sales Operations Team Leader, Americas
W.L. GORE & ASSOCIATES
05.2018 - Current
Manager Customer Technical Support, Customer Care
COMCAST CABLE CORPORATION
03.2005 - 04.2018
Wholesale/Retail Sales Representative
SIECK WHOLESALE FLORIST
06.2004 - 03.2005
Customer Service Manager/Project Manager
EAST COAST CSR - CHRISTIANA MALL MANAGEMENT
10.2003 - 06.2004
Unit Manager
DISCOVER CARD FINANCIAL
01.1998 - 10.2003
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