Tina Gass currently serves as the Director of Call Center Operations at AAA-The Auto Club Group, where she leverages her extensive experience in customer care and operations management to lead a dynamic team of approximately 385 fully remote Tier II Customer Service agents. Under her...
Tina Gass currently serves as the Director of Call Center Operations at AAA-The Auto Club Group, where she leverages her extensive experience in customer care and operations management to lead a dynamic team of approximately 385 fully remote Tier II Customer Service agents. Under her leadership, a robust structure has been established, comprising five Operations Managers and 22 Supervisors, all dedicated to providing exceptional support to stranded motorists across a 20-state region. Tina’s strategic vision is pivotal in enhancing omni-channel communications, ensuring that members receive timely and effective assistance through various platforms.
Her expertise in Salesforce and Zendesk has been instrumental in driving system deployment and reporting development, allowing for data-driven decision-making that enhances customer experience (CX) at every touchpoint. Tina is particularly adept at performance management and process improvement, continually refining operational workflows to boost efficiency and elevate customer satisfaction. Her focus on recruitment and retention has fostered a culture of excellence within her teams, empowering them to thrive in a fast-paced environment marked by growth and change.
With a strong foundation in business and a passion for team building, Tina is committed to cultivating leadership within her organization. She understands the critical role that effective communication and collaboration play in achieving operational goals, and she actively promotes a customer-centric approach that resonates throughout the organization. As a strategic leader in the automotive and e-commerce sectors, Tina Gass exemplifies the qualities necessary to navigate the complexities of modern contact center operations while delivering unparalleled service to AAA members.
