Monica Gaines
Contact Center Manager at Directv
Based in Richmond, United States
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Seniority
Manager
Department
Customer/Client Service
Location
Richmond
Industry
Entertainment
Company size
15K
Contact information
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m•••••••@direc.tv
Phone
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Background
About Monica Gaines
Dynamic Contact Center Manager with 4+ years of experience leading high-performing customer service teams in fast-paced, high-volume environments. Proven track record of driving results—achieving 98% goal attainment and maintaining employee satisfaction scores 15% above company average. Skilled in coaching, performance management, and process improvement. Adept at managing teams of 15–20 agents, conducting performance reviews, and implementing training programs that enhance both customer experience and operational efficiency.Skilled in Microsoft Excel,Workday,Microsoft Word, Sales, and Customer Satisfaction. Strong professional with a Bachelor of Business Administration (B.B.A.) focused in Business Management and Leadership from University of Phoenix.
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