Gerald Crawford

Background

About Gerald Crawford

All Invitations to Connect Welcome, LION – LinkedIn Open Networker I have been in the service and support industry for over 20 years. I have built a reputation for being an advocate for the customer while maintaining corporate objectives. Throughout my career, I have been involved with programs designed to improve the overall customer experience. Anything from back end training for the agents to outward facing programs such as customer surveys, I have been there and involved. As a manager, I was able to establish a groundwork in the call center for continued success that has maintained a solid customer base and allowed the company to grow and prosper even today. Early on I was involved in analyzing a call center and the workload and determining metrics needed to turn organizations like Technical Support into a true asset for the company rather than a "necessary evil". I have always maintained a level of respect for my customers and no matter what company I worked for, the people I supported were always my customers. That level of respect for them has always allowed me to turn many into true advocates for the company that I worked for. My accomplishments include reduction of ticket life cycle by approximately 60% through increased client engagement and utilization of documented knowledge. Reduction in average wait time by 80%. Improved same day resolution by 100%. And many other vital KPI's through consistent mentoring, training, and process improvements.