William G. is an accomplished professional with extensive experience in customer communications and incident management, currently serving as the Senior Manager at Apiture since December 2018. Demonstrating expertise in workforce planning, William developed an Excel tool for optimizing coverage based on historical data and played a key role in establishing KPIs for agent performance through Salesforce dashboards. Previous roles include managing customer communications during incidents and overseeing teams in customer support. Prior to Apiture, William held various positions at Verizon Wireless, contributing as a consulting editor and tech expert, and has experience in retail management and office operations. William holds an MBA in Project Management, and advanced degrees in English Literature and Pre-Law from respected institutions.
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