Jeffery Gaskin

About Jeffery Gaskin

I am a seasoned call center operations professional with a deep knowledge of building staffing and forecasting plans. I am a workforce management expert with over 20 years of experience in the strategic design and implementation of global call center plans. I have experience in managing large scale voice and chat operations, spanning geographies in the Philippines and North America. I have a proven track record of optimizing scheduling, improving occupancy and service levels, and increasing revenues while reducing expense. Excellent at team building and managing a virtual workforce. If you review my profile, you will see examples of expertise in: Call Center Operations |Workforce Management |Modified Erlang C Calculations| Intraday and Real Time Call Management| Time Series and Regression Forecasting | Vendor Management | Analytics. As a leader, I am committed to growing a diverse and world class team. I am a passionate mentor and an investor in people. For more information on my experience, please contact me at (21••••••50.

Experience

1. Head of Global Workforce Management Enablement

   Uber

   Apr 2021 — Present

   Aligning workforce management strategies accross the globe to bring value to our customers, shareholders, and employees.

Education

• Indiana University of Pennsylvania

  Bachelor's degree, Business Administration and Management, General

  1989 — 1993

• Lutheran Theological Seminary at Philadelphia

  Masters of Divinity, Religion/Religious Studies

  1996 — 2006

Skills

• Call Center
• Management
• Avaya Technologies
• Broadband
• Forecasting
• Communication
• Customer Satisfaction
• Call Center Development
• Call Centers
• Contact Centers
• Outsourcing
• Ivr
• Customer Experience
• Business Process Improvement
• Vendor Management
• Telecommunications
• Cross-Functional Team Leadership
• Voip
• Operational Excellence
• Avaya
• Leadership
• Workforce Management
• Customer Retention
• Process Improvement