Director of Customer Operations
Most memorable Elauwit experience:
The experience that stands out took place this past summer in Santee, South Carolina. I was asked to participate with a select group of individuals from across the company in an exercise that would essentially help shape the future of our customer experience efforts. Though my position requires daily management of customer operations, being included in a global strategic initiative to increase our focus on a key competitive advantage is high on my list of experiences with Elauwit.
Favorite movie or TV show:
Blink, by Malcom Gladwell
Most interesting place visited:
Natural Bridge Caverns
Most people don't know:
I am a bass guitarist, and have played for a few recording artists.
Gordon has a unique combination of responsibilities that include oversight for customer service operations and for account management. As clients transition through the sales, contracting, and launch processes, his team’s role involves preparing clients for what to expect in terms of service support, and ultimately providing the best possible experience when that support is needed. Having to direct the activities of our Account Managers and Help Desk support teams provides a clear path from the scope of service expectations all the way through to the execution and delivery on our commitments.
Gordon and his team are revolutionizing the way client and resident support is managed in the student housing industry. Under his direction, the Account Management team has developed key processes to enhance our clients’ ability to manage resident accounts through our legacy portals. For residents, increasing access to self-help resolution tools, as well as proactively building out robust customer education resources has greatly enhanced satisfaction ratings.
Prior to joining Elauwit Networks, he has worked in key positions for Unum, Kelly Management Services, Nucentrix Broadband Networks, Showtime Networks, and Time Warner Cable.
Outside of work, Gordon enjoys spending time with his wife at her Re-Invintage furniture and home décor business. He also spends time in the studio with his musician friends, as well as an occasional hunt during deer season. Gordon is very passionate about providing guidance to underprivileged children in at-risk environments. He is board chairman for OIKOS, a non-profit 501c3 organization that assists with home restoration services for fixed income individuals.