Gene Galaviz
About Gene Galaviz
Gene Galaviz is a Senior Director at Asurion and J.D. Power and Associates, with extensive experience in customer service and sales management.
Company
Gene Galaviz is currently working at Asurion as a Senior Director. He started in this role in 2013 and operates remotely from the Phoenix, Arizona area. In addition, he serves as the Director of Contact Center Certification and Performance Improvement at J.D. Power and Associates, a position he has held since 2012, also working remotely from the Dallas/Fort Worth area.
Title
As a Senior Director at Asurion and Director of Contact Center Certification and Performance Improvement at J.D. Power and Associates, Gene Galaviz holds significant leadership roles. His responsibilities include leading teams, managing large-scale operations, and driving performance improvements.
Education and Expertise
Gene Galaviz received his Bachelor's degree in Business Administration from the University of Phoenix, where he studied from 1997 to 2000. He also holds a Licentiate degree in Emergency Medical Technology/Technician (EMT Paramedic) from The University of New Mexico, achieved in 1993 after 11 months of study.
Background
Before his current roles, Gene Galaviz worked at T-Mobile as the Director of Customer Service & Sales from 1999 to 2012 in the Dallas/Fort Worth area. Prior to that, he served as a Project Manager at Lovelace Health Systems from 1993 to 1999 in Albuquerque, New Mexico. His career encompasses various leadership and management positions in customer service, sales, and project management.
Achievements
Gene Galaviz has an impressive track record of achievements. At Asurion, he manages a $150 million annual operating budget and directly leads four site directors. He oversaw the transformation of a customer service organization to a sales-focused model, resulting in a customer base growth from 500,000 to 4 million and an additional $500 million in revenue. He led the launch of six customer-facing call centers, each staffed by 800 full-time employees, and implemented an employee retention strategy that reduced attrition by 30%. His leadership at Asurion also resulted in a customer resolution rate of over 97% and an NPS score of over 80%.