G hodges
@ghodges
I lead contact center teams, improving customer satisfaction through coaching and process improvement.
United StatesWhat I'm looking for
I've led large-market call center operations at Telus, improving customer satisfaction scores by 96% through continual training, coaching, and process improvement.
I provide real-time feedback to phone representatives using Calabrio and Amazon Connect, update training decks, create SOPs, and strengthen team compliance and efficiency. I've trained more than 100 remote employees across the United States.
My customer-facing experience also includes delivery work with DoorDash and cashier responsibilities at Global, where I focused on timely, professional service and operational standards.
Experience
Work history, roles, and key accomplishments
Team Leader/Operations Manager
Telus
Led day-to-day operations of a large-market call center, ensuring company standards were met, resulting in a 96% improvement in customer satisfaction scores on my team. Provided real-time feedback and coaching to phone reps using Calabrio and Amazon Connect, enhancing call quality and driving best practices.
Education
Degrees, certifications, and relevant coursework
Howard University
Bachelor of Business Administration, Business Administration
Studied Business Administration at Howard University.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Job categories
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