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Hello, I’m

Troy Gittins

Strategic Expert in Client Experience & Operations

Welcome to my personal website! I'm Troy Gittins, a results-oriented leader with extensive experience in customer experience, operations management, and business process optimization. I focus on driving business transformation and growth for forward-thinking companies. In addition to seeking new roles, I offer consulting services to help businesses optimize operations, enhance client experiences, and achieve measurable growth. Explore my site to learn how my leadership, team management, and project expertise can contribute to your business success.

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Professional Experience

34+

Years Of Experience

Call Center

95%

First Call Resolution (FCR)

3.4%

Call Abandonment Rate

30%

Reduction in Average Handle Time (AHT)

Operations

15%

Increase in Productivity

10%

Reduction in Operational Costs

20%

Improvement in Resource Utilization

40%

Process Improvement Efficiency

About Me

Transformational Leader in Operations and Customer Experience

I am an expert in customer experience management, operations, and business transformation, with a proven track record of success across multiple industries. I specialize in building high-performing teams, implementing scalable solutions, and driving continuous improvement initiatives. I excel at aligning business strategies with client-focused solutions, ensuring operational excellence and client satisfaction. Whether you're looking for leadership for your team or consulting expertise for transformation, I bring a wealth of knowledge to optimize operations and elevate client experiences.

My Skills

Advanced Skills in Leading Software Platforms

I bring a deep proficiency in leading software platforms that drive both client experience and operational efficiency. With expertise in CRM systems like Salesforce and Zendesk, I excel at enhancing communication processes and managing complex client relationships. My skills extend to project management tools like Jira and Wrike, cloud-based collaboration platforms like Box and Microsoft Office, and enterprise solutions like Oracle and Twilio. By leveraging these tools, I optimize business operations, streamline workflows, and create scalable solutions that lead to long-term success.

Salesforce

Jira

Zendesk

Twilio

Box

Wrike

Oracle

MS Office

Salesforce

Jira

Zendesk

Twilio

Box

Wrike

Oracle

MS Office

Experience

Proven Leadership in Operational Excellence and Client Experience Across Multiple Industries
2019 - Present

Vice President of Customer Experience

PenChecks Trust

2015 – 2019

COO / CXO

Pacific Suites

2014 – 2015

CRM Circulation Manager

Petco Animal Supplies

2013 – 2014

Director of Operations | Project Manager

Your Results Marketing Co.

2006 – 2013

Director of Operations & Client Service

SkinIt Inc.

2006 (JAN - OCT)

Project Manager / Account Manager

Convergence Communications

2004 - 2006

Operations Analyst - Level II

Cox Communications

2003 - 2004

Channel Support Manager

SpeechPhone

1996 - 2002

National Senior Manager

Winstar Communications

1992 - 1996

Customer Service Manager

Express Tel

1990 - 1992

Customer Service Manager

All City Paging

Solution Driving Excellence

Innovative and Scalable Solutions for Strategic Growth

01

Strategic Growth Vision

Develop scalable solutions with a long-term vision that supports sustainable growth and operational expansion.

02

Data-Driven Insights

Leverage data analytics to make informed decisions, improving performance across operations.

03

Performance-Driven Solutions

Focus on key performance metrics to optimize client experience and operational success.

04

Cost Reduction Initiatives

Identify and implement strategies that result in significant cost savings and resource optimization.

05

Innovative Process Optimization

Utilize cutting-edge tools to improve workflows, reduce manual effort, and enhance productivity.

06

Global Call Center Operations & Innovative Achievements

Spearheaded operations for onshore and global call center teams, managing large teams across multiple regions.

Popular Services

Explore My Popular Services

Petco Animal Supplies

CRM Circulation Manager

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Skinit.com

Director of Operation / Director of Client Services

Launched several new tools for efficiently handling operations from ZenDesk for customer service, Project Bubble to project manage new projects, white label dynamic reporting platform, and Salesforce.Com CRM for sales

Convergence Systems

Director of Client Services / Project Management

Oversaw operations coordination and quality control to promote CRM. Reviewed KPIs from performance appraisals and customized training to combat weaknesses in team. Controlled budget and CAPEX within the forecasted goals.

Professional Recommendations

Operational Excellence and Results Highlighted by Recommendations

With 23 professional recommendations, my leadership and expertise in customer experience, operations, and business transformation have been recognized by colleagues I’ve had the privilege to work with. These testimonials highlight my commitment to driving results and building strong relationships.View more on my LinkedIn profile.

Blogs

Find My Latest
Thoughts and Blogs

Welcome to my blog, where I share insights and strategies on optimizing client experience, streamlining operations, and driving business success. Drawing from my extensive experience across various industries, these posts aim to inspire and empower leaders to elevate their business performance while keeping clients at the heart of every decision.

Get In Touch

Let’s Talk About How I Can Help Your Business Thrive

With extensive expertise in operations management and client experience, I’m here to offer tailored leadership or consulting solutions to optimize your business. Whether you're seeking guidance on process improvement, enhancing client satisfaction, or need a strategic partner to help achieve your business goals, I’m ready to contribute.

Let’s discuss how I can support your success. Use the form below to reach out, and let’s explore how we can work together to elevate your operations and client experience.

Let’s discuss how I can support your success. Use the form below to reach out, and let’s explore how we can work together to elevate your operations and client experience.