Josh Gaona
About Josh Gaona
Josh Gaona is an Account Executive at Uniphore, specializing in optimizing contact centers with AI and automation. He has a background in marketing and has held various roles in companies such as Invoca and Large Fork, LLC.
Work at Uniphore
Josh Gaona has been serving as an Account Executive at Uniphore since 2021. In this role, he specializes in optimizing contact centers through the integration of AI and automation. His efforts have contributed to a 20% reduction in agent churn and an 80% reduction in agent data errors. Gaona has also played a significant role in enhancing customer support efficiency, achieving a 35% increase in self-service and digital adoption. His focus on delivering process improvements and workflow enhancements aims to boost operational efficiency and create seamless customer experiences.
Previous Experience
Before joining Uniphore, Josh Gaona held several positions that contributed to his expertise in marketing and sales. He founded Large Fork, LLC, where he worked for one year from 2017 to 2018 in the Greater Los Angeles Area. He also served as a Sales Development Representative at Invoca from 2020 to 2021. His earlier roles include Digital Marketing Manager at KOODING for one month in 2018, Marketing Funnel Consultant at MotivLeads, Inc. from 2018 to 2019, and Social Media Marketing Specialist at La Sierra University from 2016 to 2017.
Education and Expertise
Josh Gaona studied at La Sierra University, where he earned a Bachelor of Science in Marketing with honors. His educational background has equipped him with the knowledge and skills necessary for his career in marketing and sales. He also attended Monterey Bay Academy, which contributed to his foundational education. Gaona's expertise lies in optimizing contact centers and enhancing customer support through AI and automation.
Achievements in Customer Support
During his tenure at Uniphore, Josh Gaona has achieved notable improvements in customer support processes. He played a key role in reducing customer efforts by 50% across the entire customer support journey, which includes pre-call, in-call, and post-call stages. His contributions have significantly improved operational efficiency and customer satisfaction, demonstrating his commitment to enhancing the customer experience.