Ieasha Gray
Zion
Summary
Dynamic and results-driven customer service leader with over 10 years of experience in optimizing team performance and enhancing customer satisfaction across large-scale operations. Proven success in managing remote teams and implementing strategic process improvements, leveraging technical expertise to deliver efficient, customer-focused solutions. Recognized for rapid promotions and coaching excellence, consistently driving performance metrics while maintaining a strong customer-first focus. Committed to fostering team collaboration and achieving results, with proven skills in conflict resolution and effective communication to ensure seamless operations in dynamic environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Vshred LLC
06.2022 - Current
- Promoted twice within first 5 months (to Concierge HTS, then Lead Supervisor) for outstanding performance.
- Supervised 20+ remote agents, improving NPS by 15% and reducing escalations by 25%.
- Developed KPI dashboards, workflows, and training that improved first-call resolution by 10%.
- Streamlined operations using Salesforce, Gladly, Slack, and AI tools, cutting handle time by 12%.
- Delivered training in compliance, conflict resolution, and customer care best practices.
Technical Customer Service Representative
New York Times
01.2020 - 06.2022
- Provided advanced technical support for iOS, Android, and web platforms to thousands of users.
- Served as escalation point, reducing repeat tickets by 20% through expert troubleshooting.
- Developed processes for high-level issues, leading to faster resolutions and better retention.
- Improved customer satisfaction by reducing downtime and enhancing user experience.
Customer Service Representative (Contract)
Bank of America
11.2019 - 01.2020
- Supported call center of 200+ agents during high-volume inbound/outbound periods.
- Created quick-reference guides and peer support rotations to reduce hold times.
- Increased CSAT scores by enhancing customer experience during peak demand periods.
Store Manager
Dunkin’ Donuts
01.2011 - 01.2019
- Directed operations and managed 20+ employees in a high-volume retail environment.
- Increased sales by 12% year-over-year through upselling and coaching initiatives.
- Reduced labor costs by 10% by streamlining payroll and scheduling systems.
- Launched staff training and recognition programs, improving retention by 15%.
Education
Olive Harvey College
Chicago, ILSkills
- Customer relationship management
- Technical troubleshooting & support
- Process improvement & automation
- Performance metrics & KPI monitoring
- Remote team leadership & collaboration
- Training development & delivery
- Conflict resolution & compliance training
- Salesforce, Gladly, Slack, AI tools
- Customer experience enhancement
- Food Safety Certification
- Customer service
- Time management
- Team building and leadership
Certification
Certified Food Handler – Food Safety Certification
Timeline
Customer Service Supervisor
Vshred LLC
06.2022 - Current
Technical Customer Service Representative
New York Times
01.2020 - 06.2022
Customer Service Representative (Contract)
Bank of America
11.2019 - 01.2020
Store Manager
Dunkin’ Donuts
01.2011 - 01.2019
Olive Harvey College