Fred Gatty Email & Phone Number

United States

At the helm of key strategic and change management initiatives, I leverage my leadership and organizational development expertise to create organizational development solutions that align human capital strategy with Virginia Housing’s objectives.

Richmond, Virginia, United States

Led multiple cross-functional teams within mortgage servicing including daily operational activities, managing key performance indicators, coaching, and process improvement initiatives geared towards enhancing the overall experience of our clients.

United States

Gatts Consulting is a certified Small Minority Owned Business in the Commonwealth of Virginia that provides human capital development solutions to corporations, nonprofits, and government agencies. Through a blend of interactive workshops, personalized coaching sessions, and experiential learning activities, we empower leaders to cultivate essential skills such as effective communication, strategic thinking, and empathetic leadership. Our programs are designed to inspire growth, drive performance, and foster a culture of leadership excellence within your organization.

A podcast that explores the ’code’ behind exceptional leadership with a focus on helping leaders grow, thrive, and lead effectively in today’s dynamic world.

Designed and implemented a quality assurance program for CX teams. I collaborated with various stakeholders and business partners, including internal teams, vendors, and leaders, to identify areas for improvement and to establish performance metrics and benchmarks. Through this process, I helped established quality controls, provided valuable feedback and coaching to individuals and teams. This resulted in reduced time spent on evaluations, optimized processes, and improved customer experience.

Richmond, Virginia Area

Led various contact center teams in delivering processes that improved business efficiency and drove results. Created and modified processes, defined success metrics, and implemented new and improved solutions that enhanced the customer experience.

Richmond, Virginia, United States

In this role, I was responsible for the oversight of all day-to-day call quality assurance operations, workforce management, customer correspondence, and vendor management for our contact center team. Under my leadership, my team built a successful Quality Assurance program that focused on enhancing the overall experience for our clients.

Richmond, Virginia Area

Held various roles including Proficiency Coach, Business Support Lead, and Business Support Manager. Responsibilities included supporting, coaching, and upskilling associates, facilitating training and development, and managing contact center operations.

Doctorate, Leadership

Master Of Arts - Ma, Organizational Leadership

Bachelor Of Arts (Ba), Liberal Arts