Open to opportunities

Priscilla Gause

@priscillagause

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Visionary customer service leader with 20 years of experience.

United States

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What I'm looking for

I seek a role that values customer-centric approaches and offers opportunities for team mentorship and operational innovation.

I am a visionary and results-oriented customer service leader with over 20 years of experience in elevating customer satisfaction and driving operational excellence. My career has been marked by a relentless commitment to exceeding organizational goals, and I am recognized for my innovative problem-solving and exceptional interpersonal skills. I leverage data-driven insights and emerging technologies to optimize customer experiences and streamline workflows.

Throughout my career, I have directed high-performing teams, achieving significant increases in customer satisfaction and operational efficiency. At Geocko Inc., I led a team of 31 in a fast-paced call center environment, achieving a 17% rise in customer satisfaction within the first quarter. My leadership at Wayfair earned me the Leader of the Year award in 2021, reflecting my dedication to team empowerment and organizational success. I am passionate about mentoring others and fostering a collaborative culture that inspires excellence.

Experience

Work history, roles, and key accomplishments

Customer Service Manager

Geocko Inc.

Jan 2022 - Jan 2024 (2 years)

Directed a high-performing team of 31 in a fast-paced call center, fostering a collaborative culture that exceeded performance benchmarks. Achieved a 9% increase in applicant engagement through innovative marketing initiatives and customer-centric process enhancements.

Team Leadership Call Center Operations Customer Engagement Process Improvement

Customer Resolutions Manager

Wayfair

Mar 2020 - Jan 2022 (1 year 10 months)

Led over 60 professionals across two departments, consistently surpassing customer satisfaction and operational efficiency targets. Elevated customer satisfaction metrics by 12% through targeted upskilling and process refinement, earning the Leader of the Year award.

Customer Satisfaction Team Leadership Competitor Analysis

Director of Operations

Thompson Mediation Service

Aug 2008 - Mar 2020 (11 years 7 months)

Engineered a 16% improvement in customer satisfaction and operational efficiency by developing tailored strategies. Built and led cross-functional teams to implement Standard Operating Objectives, ensuring quality and efficiency across locations.

Operations Management Strategic Planning Team Building ERP Systems CRM Systems Financial Analysis Conflict Resolution

Education

Degrees, certifications, and relevant coursework

Florida State University

Bachelor of Business Administration, Business Management

Obtained a Bachelor of Business Administration with a focus on Business Management. The curriculum provided a strong foundation in business principles and practices.