Gloria Knight is a Customer Service Enthusiast that believes in the obligation to deliver exceptional quality and service at all levels of customer support. Formally supervisor of Customer Service for Verizon, the four-time winner of J.D. Power & Associates award for service excellence; Gloria was responsible for leading a team of 15 customer service professionals to deliver world class sales and service to the 99M Verizon’s valued subscribers.With her 15 years of experience leading call center teams, Gloria brings a proven ability to improve operational efficiency, and grow and retain customers for the business.As an active community leader, Gloria is a volunteer for the Community Foundation of Huntsville/Madison County, a graduate of Leadership Huntsville/ Madison County – Masters Class VI, and a classroom volunteer for the Village of Promise (Huntsville).Gloria received her Associates in Applied Science degree from Pitt Community College, Greenville, North Carolina.
Jxc Consulting Group
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Principal PartnerJxc Consulting Group Apr 2012 - PresentGreater Atlanta Area
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Customer Service SupervisorVerizon Wireless Mar 2003 - Apr 2012Morristown, Nj/ Charleston, Sc/ Huntsville, Alabama AreaCoached and developed customer service specialist in achieving consistently high level of performance in customer satisfaction. This was accomplished by monitoring, assessing, providing feedback, and recognizing individual team members on their daily call handling performances.Motivated team performance to consistently resolve customer issues, the first time (First Call Resolution); the team consistently achieved 95% FCR and schedule adherence, month-over- month. -
Customer Service SupervisorKmc Telecom Sep 2000 - Feb 2003Greater Atlanta AreaTrained and coached team members on various systems used to process and submit provisioning orders to ILECS; the goal was to improve the individual team member’s confidence and ability to efficiently resolve ordering issues.Lead the implementation of a newly developed process used in ordering high speed internet; this process included the testing, process design feedback, defining sourcing criteria, and training for order completion. -
Assistant ManagerAt&T May 1984 - Oct 1998Greater Atlanta Area/ Bridgewater, NjMonitored and coached team members call handing performance; the objective was to improve average handling time (AHT), customer call resolution, and achieve sales objective. The highlight of this assignment was to achieve the annual sales objective within the 1st six months of the year.Lead a taskforce to successfully process a backlog of 8,000 customer orders caused by a system failure; the project required organizing, prioritizing and allocating order workloads. Normally this process would require 4 months to complete; the taskforce efforts completed it in less than 2 months.
Gloria Knight Skills
Gloria Knight Education Details
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Air And Water Resources
Frequently Asked Questions about Gloria Knight
What company does Gloria Knight work for?
Gloria Knight works for Jxc Consulting Group
What is Gloria Knight's role at the current company?
Gloria Knight's current role is Principal Partner, JXC Consulting Group,n LLC.
What schools did Gloria Knight attend?
Gloria Knight attended Pitt Community College.
What are some of Gloria Knight's interests?
Gloria Knight has interest in Social Services, Children.
What skills is Gloria Knight known for?
Gloria Knight has skills like Telecom.
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