Jeff Wagner
About Jeff Wagner
Jeff Wagner serves as the Director of Customer Care and Workforce Management at Synovus, where he has effectively surpassed service level obligations and reduced complaints significantly. He has held various leadership roles in customer service across multiple organizations, demonstrating a strong commitment to staff development and operational excellence.
Work at Synovus
Jeff Wagner has been serving as the Director of Customer Care and Workforce Management at Synovus since 2019. In this role, he has successfully surpassed all contractual service level obligations by implementing effective forecasting, hiring, training, and scheduling strategies. His leadership has contributed to the overall efficiency and effectiveness of customer care operations within the organization.
Previous Experience in Customer Service Management
Before joining Synovus, Jeff Wagner held several key positions in customer service management. He worked as the Senior Director of Customer Service & Workforce Management at GreenSky® from 2016 to 2019, where he significantly reduced consumer and vendor complaints by 90% by developing a Concierge team. Prior to that, he served as Vice President of Member Care at Delta Community Credit Union from 2011 to 2015, and as Manager of Internet Support Services at Wachovia Bank from 1998 to 2000.
Leadership Development and Staff Training
In his various roles, Jeff Wagner has focused on developing staff members into leadership positions through coaching and mentoring. He has designed hiring and training strategies that exceeded regulatory and compliance guidelines, ensuring that his teams are well-prepared to meet the demands of their roles and contribute positively to customer service outcomes.
Educational Background
Jeff Wagner studied at the University of Richmond, where he earned a Bachelor of Arts degree in American Studies. His educational background has provided him with a strong foundation for understanding customer dynamics and workforce management.
Experience in Outdoor Leadership
In addition to his corporate roles, Jeff Wagner worked as a Lead Guide at Fitpacking.com / Fatpacking.com from 2009 to 2010. This experience in outdoor leadership complements his extensive background in customer service management.