Sagai Gillespie
Manager, Product Support @Thomson Reuters
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WORK HISTORY
Manager, Product Support @Thomson Reuters
Oversaw day shift customer support team of 15 -30 members and closing shift team of 1K+ members twice per month. Addressed customer inquiries on products, such as ONESOURCE Income Tax and GoSystems Tax RS. Resolved technical and support issues while escalating cases. Managed HR-related activities, including PTO, sick leave, and employee schedules.• Recruited staff internally to upskill departments, boosting retention, motivation, talent development, knowledge, continuity, and cost savings.• Utilized scorecard to report and create evaluations and recordings of customer interactions, identifying areas of improvement.• Completed call assessments, coaching targets, and held one-on-one training sessions, discussing methods to improve overall customer experience and productivity.• Collaborated cross-functionally with business operations and planned conversion from Cisco Finesse to Genesys and Salesforce GTAX to GSI, completing implementation and migration within 3-months versus rollout deadline of 6-months.• Maintained and improved key performance measures, including first call resolutions (FCR), handle time, net profit score (NPS), surveys, shrinkage, and decrease absenteeism, increasing efficiency in customer satisfaction and total calls, targets FCR by 82%, and NPS by 89% during peak season.• Assisted with callbacks during peak season, reducing volume month-over-month 30% while maintaining service to clients.• Contributed ideas and communicated with management team to determine calibration for contact quality and identify processes, optimizing customer experience.• Led vigorous training, supporting new product and receiving e-cards and appropriation points for outstanding leadership
EDUCATION
Texas Woman's University
Finance, General
ABOUT SAGAI GILLESPIE
Result-driven management professional with a track record of success in leadership and development, strong communication skills, and a focus on performance improvement. With experience in leading and coaching teams, I have successfully improved revenue and efficiency in customer satisfaction, managing expectations, onboarding/training. My expertise lies in identifying revenue opportunities, overseeing productivity, and building collaborative relationships with senior internal teams and decision-makers. I am adept at utilizing quality metrics to drive improvements and delivering key projects to enhance customer service. My goal is to contribute innovative ideas and help organizations improve their overall customer experience. Contact me at for opportunities.
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