Gilda Bryand Email & Phone Number

Portland, Maine, United States

Portland, Maine, United States

Founding member of the Executive Escalations team.Lead member of ten person team which handled all complaints which escalated to the highest levels of the company, and governing entities such as the FCC and Public Utilities Commission.Saw a need for officially mapping out an Inter-departmental Processes and Procedures Manual for all stakeholders and team members. Worked closely with Senior Leadership Team to architect and roll-out the process company wide.Train, coach and mentor junior team members as part of their onboarding training when new to team and on an ad-hoc basis for whenever team members need assistance. Research and resolve complex customer issues within 24 hours.Work closely with the most dissatisfied FairPoint customers, to repair company reputation and relationship by resolving their issues and concerns.Proven ability to work under strict deadlines, and to prioritize tasks and work independentlyVoice of the CEO, call and email customers on behalf of Corporate leadership teamManage large amounts of highly confidential information.Constantly looking for ways to enable the team to operate efficiently and smartly, to better serve our customers.

Composed documentation, including pertinent contracts and files to be distributed to governing agencies and complainants. Researched and gathered information to obtain knowledge needed to best serve the company and our customers when dealing with issues pertaining to regulatory requirements. Kept apprised of any relevant changes to regulatory policies that could impact the business and shared this information with leadership team. Identified the need to create a tracking system to better serve our customers and team. Worked with stakeholders to gather requirements and worked closely with leadership team and SharePoint team to design and implement new tracking database. The tracking system is still in use today and is used by the entire department.Was tasked assigning and supervising case assignments for 20+ person team.Reported statistics to high level Commission staff and corporate leadership team.Served as an expert witness on behalf of FairPoint in litigation.

Consulted with small businesses throughout New England regarding the best telecommunications and high speed internet solutions for their businesses.Delivered training regarding regulations and computer operating system to 200 representatives.Served as a peer coach and was promoted to Supervisor.Achieved or exceeded sales quotas and won multiple sales achievement awards.