Gary Vint Email & Phone Number

Home Based

• Proactively manages Customer Cancellation and Competitive Intelligence Data, while using Insights to drive product and process improvements across the entire organization.• Customer Action Team (CAT) lead for Core Collaboration products which are a key part of our organization's Voice of the Customer program.• Effectively heads quantitative research on internal and competitive products, driving new feature prioritization.• Meticulously uses data to spot trends and areas for process enhancement; resulting in successfully sharing this information with Service Leadership.• Successfully led and implemented all net promoter program activities; resulting in twenty-five-point increase in performance metrics by effectively analyzing all consumer survey data, while engaging with products teams to use insights to generate customer specific actions.

Home Based

• Successfully presented Net Promoter Score metrics and insights at monthly senior leadership reviews; resulting in effectively yielding a quality assessment of Net Promoter Score on a customer lifetime value, gaining additional confidence and support of the program.• Proactively created a text analytics model designed for customer verbatim feedback categorization, while innovatively designing and creating a closed loop outreach process for customers that were enduring an unsatisfactory experience.

Miami/Fort Lauderdale Area

• Effectively managed all call center vendors, while fundamentally driving service level requirements and successfully reducing cost per contact metrics.• Proactively acted as The Post-Sales Reporting Team Manager by utilizing key contact types to drive training needs and online self-service content improvement.• Innovatively developed a project selection process that identified key areas for reducing customer effort, a major performance indicator of loyalty and repeat business.• Diligently managed team of direct reports consisting of data analysts, information technology professionals, and quality system coordinators. Continuously lead improvement teams tackling call center inefficiencies; resulted in an estimated annual cost avoidance of approximately $450K. Implemented cost improvement initiatives for The CSAT Feedback Process; resulting in savings of over $500K within the first year of managing the program.

Miami/Fort Lauderdale Area

• Introduced Six Sigma Black and Green Belt Program to the facility, responsible for coaching and mentoring of selected candidates. Resulted in 7 black belt and 21 green belts to certification, with a combined finance approved cost benefit in excess of $5M.• Member of sector-wide six sigma committee responsible for all certification approvals.• Trainer of Executive Management on core skills green belt training class using DMAIC.

Six Sigma Black Belt

Bachelors Degree, Statistics