Gary A Email & Phone Number

Director of Customer Care Operations, also the Chief Customer Advocate, is responsible for directing the customer facing operations, including the Customer Care Center, Customer Billing Services, Marketing, Field & Energy Service and associated support teams, insuring the Customer Experience is line with Customer expectations as well as maintaining a culture of Quality Customer Care, defining emerging energy needs and providing operational efficiency. This position leads corporate activities aimed at improving the customer experience, without increasing cost of service, process improvements for operational efficiencies, mitigation of risk, sound control and process compliance.

ACCOMPLISHMENTS - 2014 Mentor of the Year - The Foundation of Lee County Schools- 2013 Member of LCEC Strategic Priority Team to Ensure financial strength and competitive rates by managing costs and preserving fiscal integrity.- 2013 & 2014 BenchMark Portal Center of Excellence Award – LCEC Customer Care Center- marcus evans 2nd Annual Utility Customer Experience Management Conference Speaker- EUCI Improving Utility Call Centers Conference Speaker on IVR New Initiatives- 2011 Member of LCEC Strategic Priority Team to optimize processes and technology to improve efficiency, effectiveness, and agility to improve the Customer Experience.- 2008 Leadership Cape Coral Graduate - Thirteen week program that educate the participants about the components that make up our community.- Certified to Instruct “Legendary Customer Service” training program at LCEC.- Implemented Career Path in Care Center utilizing Florida Ready to Work accreditation- Increased penetration of pay by phone customer base by 45% within 6 months in 2006.- Improved and exceeded Customer Satisfaction Rating in a cost effective manner, through increased accuracy of procedures and call monitoring. PROFESSIONAL EXPERIENCE June 2006 – Present -LCEC North Fort Myers, FL. Customer Care Operations Manager • Manage a team of 42 Customer Care Representatives, 6 Customer Care Specialist, 2 Supervisors and 2 Team Leaders ( 2 locations)• Manage Payment Center – 3 Cashiers and a Specialist, Immokalee, FL• Maintain $2.5 million annual department budget• Recruit new hires using work keys/Florida Ready to Work accreditation.• Developed Talent Management succession planning for Customer Care Center.• Implemented monthly performance evaluations for reps, including high-performer commendations, written warnings, and termination if necessary

Supervise a group of 16 Premise Risk RepresentativesImplement refresher training module for outliersAdminister team meetings as necessaryProvide coaching and feedback to reps as needed, to maximize the potential of theteam and the employee.Effectively utilize PTE for corrective/positive reasons, when necessaryConduct formal quarterly performance evaluations for reps, includinghigh-performer commendations, written warnings, and termination if necessary