Greg Ford Email & Phone Number

Greater Boston

Lead key support functions in multi-channel contact center supporting digital finance platform including Knowledge Management, Reporting, and internal live-supportLaunched an internal live-support team (routing design, hiring, training) focused on providing real time agent assistance and handling all customer escalations within first 90 days in roleKey contributor to implementation of new telephony/CRM platform (migrating from Zendesk to Genesys). Serve as primary platform SME for contact center post-implementationIntroduced new reporting capabilities allowing for more consistent visibility into agent performance and developed consistent cadence for performance review

Greater Boston

Launched a new department dedicated to improving the onboarding experience of new customers. Responsible for order management, alarm permitting, & outbound account servicing.

Boston, Massachusetts, United States

Responsible for inbound Customer Loyalty teams focused on driving long-term customer retention at the point of cancel. Improved key results to all-time highs at both captive and BPO sites

Boston, Ma

Drove excellent CX through effective management of key Contact Center support teams: Workforce Management, Reporting & Analytics, and Contact Center Communications. Managed prioritization of all agent-facing reporting & technology while serving as a SME for our system of record and Genesys routing solution.

Boston, Massachusetts

Focused on producing an excellent customer experience for travelers through effective workforce planning/scheduling and administrating of routing changes within our Genesys suite. Responsible for maintenance and updates to all agent facing resources and communication of policy updates.

Boston, Ma

Oversaw specialty groups within the Contact Center responsible for resource assistance, escalated agent issues, post-trip quality issues, and inventory consolidation.

Boston, Massachusetts

Boston, Ma

Boston, Ma

Boston, Ma

First point of contact for employees and guests in an office tower at the center of Boston's emerging Seaport DistrictRecognized by tenants and employers for going above and beyond in order to provide tenants with exceptional service

Drove sales by providing excellent customer service daily, specializing in the sale of high ticket garden power equipmentResolved complex customer problems by coordinating among management, customers, and various sub-contractorsOperated a multi-department phone system, directing calls to various departments, providing over-the-phone customer service, and processing salesReceived multiple bonuses recognizing excellence in customer service as recommended by both colleagues and customersResponsible for the training of new associates in store operations and various equipment and heavy machinery