With over 30 years customer service and call center management experience, Mrs. Gaines is managing her own virtual call center as an Independent Business Owner, who collaborates with partnered businesses. She recruits a large staff of independent contractors who provides customer service, tech support, and inbound sales, via email, phone and chat for some of the world’s largest companies. Mrs. Gaines is experienced with multi-channel service platforms, call center leadership, process improvement and transformational change, business development- channel and distribution strategy, marketing, account management, customer service, vendor engagement, telephone sales, workforce operations, reporting, strategic planning, merger integration, outsourcing, customer segmentation, expense controls, revenue generation, surveys, business continuity, bank operations, credit card management, diversity, and retention strategies.
