Gavin Boone Email & Phone Number

Dallas, Texas, United States

Global Call Center leader servicing Auto Collections, Retail, Online, and Mobile Banking, supporting SaaS clients.- Successfully lead multiple revenue generating, remote Customer Service and Collections contact center BPO units, for multiple banking and lending institutions, of which two are top ten auto finance companies, in Montego Bay, Jamaica and Monterrey, Mexico, with an average contract value of $5M-$10M annually.- Provide thought leadership to clients by staying up to date with banking, collections, and lending trends. providing clients with thought leadership for innovation and collection strategies. strategy change where necessary. - Remotely administer monthly/quarterly/yearly performance evaluations and disciplinary actions throughout the year, including completion of performance-based salary budgeting.- Present weekly/monthly/quarterly business reviews with client, senior management and staff on goal attainment, performance actions and recognition events.- Effectively lead initiatives with Workforce Mgmt, IT and Human Resource teams, to meet staffing, employee development opportunities, and auditing guidance and support. (PCI, SOC, SOCII)

Arlington, Texas, United States

Managed call center services for consumer and business customers and operations, in a rapidly evolving 24/7 environment, including P&L budgets/financials, talent management, training, organizational development, quality control, resource planning, and customer engagement while developing teams, conducting data analysis/reporting, and formulating strategic solutions to business concerns and roadblocks.- Manage, coach and mentor 10 – 15 Supervisors, Team Leaders and their 18 – 22 Customer Service Specialists in addition to Coaches and Project Specialists.- Lead Customer Service, Sales and second tier Customer Escalation teams, for both telephony, email, and chat platforms.- Facilitated behavioral based customer experience training to over four hundred employees, which included frontline, managers, and executive managers senior management and Customer Service Representatives. CSAT and NPS results increased 35%. - Developed and Retained Top Performing Staff Members by fostering professional growth, promoting open communication, delivering comprehensive coaching, and training on business tools, business processes, and customer service strategies, designing incentive programs, monitoring calls, and leveraging reporting/analytics to optimize overall performance. - Achieved 90% Employee Satisfaction Rates and reduced costs due to staff attrition/turnover.

Dallas, Texas, United States

- Manage, coach and mentor 4 – 8 Team Leaders, their 16 – 18 Customer Service Specialists in addition to Coaches and Project Specialists.- Hired, Managed, and Retained a Qualified, Motivated, and Diverse Staff of 200+, including Team Leaders and Specialists, responsible for servicing auto finance customers through online, email and through inbound/outbound contact. - Project Leader overseeing Consumer Protection Act (TCPA) protocol adoption and Servicemembers Civil Relief Act (SCRA) for Auto Finance department. Also created the Clean Desk auditing procedures for the department, utilizing SharePoint functionality, ensuring collaborative management by the leadership team.- Employee Satisfaction Team Project Lead identifying issues and impacts negative to employee satisfaction. Led team to deliver management opportunities that increased employee satisfaction from 50% in 2012 to 78% in 2013.- Manage on-shore/off-shore major shift bid process including bid protocol, delivery, and results communication.- 2014 Chase Auto Finance Management Advisory Board member identifying and delivering solutions for improved employee experiences and management performance.

Irving, Tx

Inbound/Outbound Call Center servicing first notice of loss for auto and homeowner policies.- Facilitate new hire interviews, training, and management post training before delivering to production teams.- Team Leader managing 18 – 24 new hire Customer Service Representatives post training.- Manage day-to-day operations for inbound call activities to meet service level performance.- Manage staffing requirements to meet service level performance based on forecasted projections.