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@coyote.com
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2 phones found area 770
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Greg Troxell is listed as Senior Manager leading Customer Experience Transformation with Strategic WFM expertise based in Suwanee, Georgia, United States. AeroLeads shows a work email signal at coyote.com, phone signal with area code 770, and a matched LinkedIn profile for Greg Troxell.
Greg Troxell previously worked as Senior Manager 24.7 Contact Center at Coyote Logistics and Senior Manager, Customer Experience Center at Earthlink Internet. Greg Troxell holds Bachelor'S Degree, Marketing, Management from Georgia Piedmont Technical College.
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AeroLeads found 1 current-domain work email signal for Greg Troxell. Compare company email patterns before reaching out.
At Coyote Logistics, my focus is on reshaping our contact center into a hub of exceptional customer service. With over three years at the helm, I've introduced structural, procedural, and accountability frameworks that have significantly decreased response times and increased employee satisfaction.My leadership is marked by a commitment to excellence and continuous improvement; the strategies implemented have not only streamlined operations but also enhanced the overall customer experience. This dedication to success is echoed in my drive for coaching teams to achieve and exceed our organizational objectives.
Listed skills include Leadership, Customer Satisfaction, Process Improvement, Change Management, and 38 others.
A career timeline built from the work history available for this profile.
Chicago, Illinois, Us
• Transformed a transactional call center into a strategic customer experience center by implementing structure, process, and accountability.• Developed a WFM strategy resulting in reduced headcount needs and decreased Average Speed of Answer from 2:25 to 0:26 in less than 3 months.• Educated leadership on current systems, implemented reporting strategies, and increased Employee Satisfaction score from 2.2 to 4.7 in 10 months.
Atlanta, Georgia, Us
• Managed partner call centers' performance, implementing new quality programs and decreasing ASA from 1:25 to 0:37 in less than three months.• Orchestrated cost-saving contract revamps with outsourced partners, including incentives for KPI achievement and penalties for poor customer experience.• Implemented new systems for efficiency, including a workforce management system and ACD system for call routing across partners.
Norcross, Ga, Us
* Successfully implement a 24x7 Technical Call Center from 10 seats to 300 seats. Included development of Business Intelligence (reporting and analytics), Workforce management, Service Support, Training, QA and management teams. This diverse and wildly successful staff serves the enterprise technology and asset management needs within the largest mobile solutions provider in North America. * Orchestrated the design of a decision tree process (a.k.a Run Book) which has significantly improved efficiencies and Customer satisfaction while decreasing overall operational cost* Implemented system, process and structure changes which have significantly improved key metrics such as Call answer times (ASA), Service level, Abandon rate, first contact resolution rate, mean time to repair. In turn, significantly decreasing cost – game changing accomplishmentKey player in the implementation of cloud PBX and computingImplementation of a new system of record (ServiceNow ticket system) which increased productivity by reducing handle time - Implementation of a multi-tiered operation. Previous structure was flat (all techs on calls) - Implementation of the training program - Implementation of the business intelligence function which includes QA, Work Force Management and Reporting agents - Implementation of KPI targets and benchmarks focusing on world class results utilizing a 90/10 SLA model* Delivered an employee dashboard model and incentive/recognition programs to promote higher morale and increased productivity - Minimum requirements to qualify - Payout/bonus for over achievement - Dashboards directly correlated to mid-year/year end employee appraisals - Main KPI’s are driven off of the agents metric goals and performance
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Greg Troxell is listed as Senior Manager leading Customer Experience Transformation with Strategic WFM expertise.
AeroLeads has found 1 work email signal at @coyote.com for Greg Troxell.
AeroLeads has found 2 phone signal(s) with area code 770 for Greg Troxell.
Greg Troxell is based in Suwanee, Georgia, United States.
Greg Troxell has worked for Coyote Logistics, Earthlink Internet, Stratix Corporation, and Essendant.
You can use AeroLeads to view verified contact signals for Greg Troxell, including work email, phone, and LinkedIn data when available.
Greg Troxell holds Bachelor'S Degree, Marketing, Management from Georgia Piedmont Technical College.
Greg Troxell is listed with skills including Leadership, Customer Satisfaction, Process Improvement, Change Management, Call Center, Workforce Management, Management, and Customer Engagement.
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