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After spending 20 years in the corporate customer service industry Mitch Gilley has now expanded his real estate, rental and construction business to offer high quality new construction, additions and remodeling services in the greater Enterprise, AL Area. His understanding of effective communications and providing exceptional customer service benefit his customers by making the construction process more efficient and enjoyable. Mitch and his company are skilled in traditional new home and renovation construction as well as modern, unique and trendy styling. The company also specializes in custom barns, house barns and man caves. Craftway Construction offers water, fire and termite damage repair. Custom granite and tile installation. Kitchen and bathroom remodeling. Roofing and siding repair or replacement. Our on-staff team along with our best in class subcontractors can provide any and all services required for your house or barn. Large or small we would appreciate the opportunity to discuss your project.About Mitch Gilley: Mitch is versatile, analytical and energetic leader skilled in developing personal and professional rapport. Highly respected as an accomplished, results oriented Operations Director, Leadership Coach and Strategist who is able to lead large-scale, billion dollar projects by working effectively through project teams and key stakeholders. A proven team builder and organizational developer who gets onboard quickly and helps others adapt to change. Six Sigma Certified Green Belt with strong process improvement experience.
Craftway Construction
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OwnerCraftway Construction Oct 2006 - PresentEnterprise, AlAs a third generation Alabama homebuilder, Mitch Gilley and his company Craftway Construction offers quality new construction, additions and remodeling in the greater Enterprise, AL area. The company offers competitive pricing, delivers high quality results and provides exceptional customer service while improving your property or building your dreams. Consider Craftway Construction for any future projects for your home or barn.
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Sr. Consultant, Performance Management Strategy, Hq Customer ServiceVerizon Wireless Mar 2014 - Feb 2015Enterprise, AlLed companywide performance management strategy and development for defining performance appraisal metrics and targets utilized by over 18,000 Verizon Wireless call center employees. Scope included creating a new performance appraisal process for front line CSR’s through Call Center Directors. Monitored and analyzed key performance indicators, identified trends, challenges and performance improvement opportunities. Conducted internal and external benchmarking and research. Identified and implement the optimal metric and target combinations to balance the company’s business needs with workforce job satisfaction. * YOY Call In Rate (CIR) reduction of 11.3%* 3-Day Repeat Call reduction of 10.3% * $34M in cost savings by driving performance improvement in replacement handset utilization -
Associate Director, Strategy & Planning, Hq Customer ServiceVerizon Wireless Aug 2011 - Mar 2014Enterprise, AlResponsible for planning and executing two large scale strategic real estate projects to optimize all call center assets within the Verizon Wireless real estate portfolio. Created and maintained a comprehensive inventory of 30,000 employees and 35,000 seats. Engineered a facility stack ranking model used to identify the highest cost, lowest performing call centers. Designed plans to reduce excess seating, better utilize retained facility space and consolidate workgroup functions into designated call centers. Eliminated non-value added workgroups and job functions. Engaged architects to reconfigure and add density in retained facilities.* Project Planner & Manager for two real estate optimization projects; $1.6B in 10yr EBITDA savings* Improved call center portfolio seating utilization from 78% to 96%* Delivered both confidential projects on time with minimal employee impact and no customer impact
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Associate Director, Operations, Hq Customer ServiceVerizon Wireless Aug 2008 - Aug 2011Enterprise, AlTasked to rapidly convert the national activations and bilingual customer service call center into a transition services call center when RCC was acquired by Verizon Wireless. My center had a reputation for being able to retool quickly and adjust positively to change. As a result the center was selected as the 1 out of 4 Rural Cellular call centers that would remain open for an additional 2+ years. Our site served 300,000 customers in markets that were being divested to AT&T and T-Mobile providing customer service (in English & Spanish), technical support, credit, collections, activations, online and offline support services.* Improved retention rates for markets that we had not served previously* Reduced outstanding accounts receivable by 8%* Exceeded all requirements outlined in the transition services agreements with AT&T and T-Mobile
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Director, Customer OperationsRural Cellular Corporation 2000 - Aug 2008Enterprise, AlOperated a 100 seat national activations and bilingual customer service call center serving nearly 1M customers. Established optimal call center productivity and performance by building an incredible, customer centric culture. Hired and developed an extremely effective core leadership team of managers and supervisors. Dramatically improved accounts receivable performance by improving credit and collections practices. Also led large corporate initiatives such as a brand change, billing conversions, a companywide customer service reorganization, new technology launches, market acquisitions and integrations. * Reduced customer churn by 2 percentage points in a single year* 28% reduction in repeat calls by leading a Six Sigma project; produced a $500k cost savings* Consistently came in under the $3.6M annual operating expense budget -
Manager, Market SupportTriton Cellular 1998 - 2000Enterprise, AlSecond in charge of a 260 employee wireless service region that spanned across three states serving 250,000 customers. Managed Activations, Training and Inventory Distribution departments. Dotted line direct reports included a Sales Director, Marketing Director and Call Center Manager. Implemented and maintained IT, telephony, point of sale, inventory control systems, IT networks and call routing systems for a call center and 30 company owned retail stores. Managed the build out and relocation of the region’s headquarters and call center facilities. Helped lead the company in meeting a four year business plan in less than two years.* Built an in-house distribution facility that saved $1.5M annually vs. outsourcing* Controlled $2.5M of on hand inventory assets with less than 1% shrink* Managed the companywide intelligent roaming database strategy saving up to $3.1M annually
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Manager Business OperationsAat Communications 1994 - 1998Enterprise, AlRapidly launched business operations for a wireless carrier startup within 60 days of hire. Hired, trained and managed all required administrative employees including Customer Service, Credit, Activations, Inventory Control, Technical Support, Accounts Receivable, Accounts Payable and Collections personnel. General management responsibilities included forecasting, reporting, writing all business practices, policies and procedures, subscriber equipment purchasing, and vendor relations. * Negotiated wireless handset purchasing contracts that saved >$2M in a single year* Co-created a rate plan strategy that provided double digit top line growth for four consecutive years* Designed and managed the build out of a small call center and four retail stores
Mitch Gilley Skills
Mitch Gilley Education Details
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South University4.0 Gpa -
3.75 Gpa -
Emerald Coast Dale Carnegie TrainingHuman Relations
Frequently Asked Questions about Mitch Gilley
What company does Mitch Gilley work for?
Mitch Gilley works for Craftway Construction
What is Mitch Gilley's role at the current company?
Mitch Gilley's current role is MBA.
What is Mitch Gilley's email address?
Mitch Gilley's email address is mi****@****ail.com
What is Mitch Gilley's direct phone number?
Mitch Gilley's direct phone number is +133440*****
What schools did Mitch Gilley attend?
Mitch Gilley attended South University, Huntingdon College, Emerald Coast Dale Carnegie Training.
What are some of Mitch Gilley's interests?
Mitch Gilley has interest in Football, Collecting Antiques, Exercise, Nascar, Home Improvement, Shooting, Reading, Gourmet Cooking, Watching Auto Racing, Sports.
What skills is Mitch Gilley known for?
Mitch Gilley has skills like Strategic Planning, Process Improvement, Call Center Development, Call Center, Project Planning, Change Management, Wireless, Coaching, Budgets, Mergers, Start Ups, Telecommunications.
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