Adrian "Dre" Gleaton

Previous Title: Spuv-CS VM VCG Channel Mgt (Title change due to HR Realignment; responsibilities remained consistent)

• Lead Support Hub Virtual Support Program, overseeing vendor partnerships, managing schedules, coordinating site launches, and guiding performance quality management to ensure continuity in service delivery to all supported lines of business (CX1 Voice, Messaging, Prepaid, MultiQ, & Technical Support)
• Develop both short- and long-term operational strategies to enhance Virtual Support team performance through data-driven KPI analysis, process improvement, and performance oversight.
• Manage a team of 56 Virtual Support coaches responsible for on-call support, aligning team performance to achieve KPIs for the Partner Success Organization (PSO).
• Interface regularly with partner leadership to communicate operational goals, provide coaching, and support team development.
• Implement training and execution plans, including training development, scheduling logistics, facilitation, and on-site support as needed.
• Create and deliver comprehensive performance readouts, in-depth analyses, and executive level presentations to drive strategic decision making and align operational performance with organizational goals.
• Lead, manage, and track Senior Manager Team initiatives, pilots, and experiments through Smartsheet Project Management.
• Recruited, interviewed, hired, and onboarded 80 employees for a rotational development program, establishing a mentoring framework to enhance feedback, engagement, and growth.

• Lead Support Hub Virtual Support Program, overseeing vendor partnerships, managing schedules, coordinating site launches, and guiding performance quality management to ensure continuity in service delivery to all supported lines of business (CX1 Voice, Messaging, Prepaid, MultiQ, & Technical Support)
• Develop both short- and long-term operational strategies to enhance Virtual Support team performance through data-driven KPI analysis, process improvement, and performance oversight.
• Manage a team of 56 Virtual Support coaches responsible for on-call support, aligning team performance to achieve KPIs for the Partner Success Organization (PSO).
• Interface regularly with partner leadership to communicate operational goals, provide coaching, and support team development.
• Implement training and execution plans, including training development, scheduling logistics, facilitation, and on-site support as needed.
• Create and deliver comprehensive performance readouts, in-depth analyses, and executive level presentations to drive strategic decision making and align operational performance with organizational goals.
• Lead, manage, and track Senior Manager Team initiatives, pilots, and experiments through Smartsheet Project Management.
• Recruited, interviewed, hired, and onboarded 80 employees for a rotational development program, establishing a mentoring framework to enhance feedback, engagement, and growth.

• Coordinated Virtual New Hire Support for Partner Success Organization (PSO) site launches across multiple lines of business, overseeing onboarding processes and schedule management to meet site support needs.
• Created and delivered performance presentations detailing partner performance, integrating customized recommendations into standardized coaching model.
• Partnered with cross-functional teams to enhance operational efficiency, conducting audits, and developing targeted strategies for performance improvement.
• Led weekly Value Ambassador calls to identify partner outliers, share best practices, and drive sustained performance improvements.
• Served as Partner Success Organization (PSO) Value Team Go-To Channel Liaison, ensuring project milestones were met and flowed through each project phase.
• Developed 2020 strategy aimed at achieving a $35M YoY reduction in operational costs for the Partner Success Organization (PSO).
• Led PSO digital strategy from August 2018 through November 2019, driving a 2% QoQ improvement in ACSS Quick Link utilization, View Together engagement, and Verizon Up awareness.

• Managed a team of 12-18 representatives, conducting weekly one-on-one coaching sessions to enhance customer interactions, aligning team performance with Northeast Area quality initiatives.
• Developed career plans for employees to improve skills and performance, achieving a consistent 95%+ customer satisfaction rating by aligning coaching with quality metrics.
• Achieved a 95%+ success ratio for month-over-month team performance, utilizing corrective actions and targeted development for continuous improvement.
• Assigned duties according to each employee's skill level and knowledge, maximizing team efficiency.

• Designated Subject Matter Expert for customer experience survey disputes, maintaining a 98% accuracy rate for approved disputes at both center and area levels.
• Collaborated with the center Transformation Consultant to reduce 3-day and 30-day call-in rates by presenting best practices to frontline employees and leadership.
• Supported the migration from Witness Quality Monitoring to Impact 360, facilitating training and ensuring a seamless transition for staff.
• Served as the Subject Matter Expert for the MyInfo Action Planning tool, leveraging reporting insights to apply integrated coaching techniques that enhanced center performance.

• Delivered new hire and ongoing training for senior representatives and specialized support teams, achieving top 8% performance in the south area.
• Led training for new and current employees on products, policies, and customer interaction skills, with a focus on technical support.
• Partnered with national curriculum development teams on projects including curriculum review, certification, UAT, and revision.
• Conducted Train-the-Trainer certification programs, identifying regional training needs and enhancing representative performance.
• Analyzed training, student outcomes and course delivery metrics to produce reports for senior management.