Gene Galaviz
Senior Director @Asurion
Signup · Get unlimited contacts
WORK HISTORY
Senior Director @Asurion
Phoenix, AZ, US
A leading provider of insurance for smartphones, tablets, consumer electronics, appliances, and satellite receivers, with more than employees in 14 countries and $8.5 Billion in annual revenue. Provide overall operations leadership for the Customer Solutions team with 2,500 entry level employees, 100 Technical Leads, 200 Supervisors, 30 Managers, 6 Senior Managers, and 4 Directors. Lead the teams to deliver >97% resolution,>80% NPS, and 10 sales conversions for every 100 customer interactions. Key Accomplishments and Responsibilities Manage a $150 Million annual operating budget and directly lead 4 Site Directors. Ensure client services strategy aligns with customer priorities and provide change leadership cadence to review initiatives within the change funnel. Review the annual operating plan & product roadmap to create alignment and capacity to deliver on company objectives and customer experience requirements. Manage a $150 Million annual operating budget and directly lead 4 Site Directors. Ensure client services strategy aligns with customer priorities and provide change leadership cadence to review initiatives within the change funnel. Review the annual operating plan & product roadmap to create alignment and capacity to deliver on company objectives and customer experience requirements. Transformed organization from customer service to sales and successfully grew the customer base from to 4 million customers in 5 years, which added $500 Million in additional revenue. Oversaw the launch of 6 customer facing Call Centers, each with 800 FTEs. Performed site selections, created facilities requirements for build outs, managed vendor selection, oversaw recruitment, and personally hired the Leadership team for all 6 Call Centers. Spearheaded an operational employee retention strategy that reduced attrition by 30% and increased call volume productivity and efficiency by 25%.
EDUCATION
University of Phoenix
Bachelors, Business Adminstration
The University of New Mexico
Licentiate degree, Emergency Medical Technology/Technician (EMT Paramedic)
SKILLS
ABOUT GENE GALAVIZ
Customer Experience Executive with extensive experience leading large teams and global organizations to exceed customer expectations across multiple industries and sectors, including Retail, Healthcare, Telecommunications, Consulting, Insurance, and Technology. Executive leadership across multiple channels of an enterprise organization, including Contact Center Operations, Sales, Client Services, Product Development, Project Management, Recruiting and Staffing, Training and Development, and Compensation Planning. Dedicated leader with excellent communications skills and a proven track record of success driving sales revenue while improving overall customer experience and NPS scores. Large Team Sales & Operations Leadership: As Senior Director of Customer Solutions at Asurion, oversee the operations of an organization with more than 2,500 employees located at multiple sites domestically and internationally in both a brick & mortar and remote environment. Call Center Performance Turnaround: At T-Mobile, led a Call Center performance turnaround for the company’s largest 1,500 seat Call Center in Dallas, TX. Reduced attrition, increased productivity, and improved culture that resulted in more than $7 Million in savings. Award-winning Performance: Demonstrated ability to lead high-performance teams. At T-Mobile, served as a critical player who helped the team win 11 consecutive J.D. Power Awards for Customer Care in the Wireless industry.Key skills: Continuous Improvement | Change Leadership | Culture Transformation | KPI Management | QA | Customer Support | Product Launch | Organizational & Gap Analysis | Vendor Management
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.