Gustin Elrod

Gustin Elrod  new_releases

About

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Founder & Agency Owner @ Elrod Financial | Operations Administration
San Antonio, Texas, United States

Timeline


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Résumé


Jobs verified_user 0% verified
  • C
    Vice President Operations
    ContactUs Communications
    Jan 2022 - Jan 2024 (2 years 1 month)
    Provided executive operations leadership for outsourced customer care and contact center services supporting global brands; oversaw US and LATAM teams, governed BPO partnerships/vendors, and managed $50M+ P&L across multi-channel programs (voice, digital, sales/service). • Led end-to-end shared services including WFM (forecasting, capacity planning, scheduling, shrinkage/intraday), quality assurance/calibration, contact center technology (routing, IVR, platforms), analytics/dashboards, and vendor/BPO performance management to ensure SLA compliance and consistent delivery. • Directed operational modernization and transformation initiatives: platform integrations, workflow automation, digital enablement, and AI-assisted tools to simplify lega
  • Elrod Financial
    Founder & President
    Elrod Financial
    May 2021 - Current (5 years 4 months)
    Founded/scaled digital insurance brokerage specializing in Life, Accident, Health, Medicare Advantage, and supplemental plans; led insurance-based operations with direct focus on policy servicing, member communications, retention, claims-adjacent support, and regulated customer experiences. • Designed/implemented CRM workflows, AI-driven lead triage/agent assist, and omnichannel servicing; achieved 40%+ conversion improvements and 28% higher policy persistence through personalized journeys and demand reduction (reduced avoidable contacts via digital deflection). • Analyzed performance data, customer feedback (VOC-like), and contact drivers; translated insights into operational/training enhancements, automation opportunities, and compliance-
  • Family First Life
    Agency Owner
    Family First Life
    May 2021 - Current (5 years 4 months)
  • Integrity
    Agency Owner / Independent Agent Producer
    Integrity
    May 2021 - Current (5 years 4 months)
  • C
    Senior Director Of Operations
    Conduit Global
    Jan 2019 - Jan 2021 (2 years 1 month)
    Conduit Global (a kgb company) – Global (U.S., Philippines, Latin America) │ 2019 – 2021 Executive leadership for $75M contact center operation (3,500+ agents, multi-site/BPO) supporting telecom, financial services, and healthcare-adjacent/insurance-like programs (patient/member support, enrollment, claims navigation in HIPAA-regulated settings—as proxy for insurance policy servicing/compliance). • Owned customer care operations across voice/digital/self-service; drove omnichannel integration and optimizations reducing AHT 22%, improving FCR 18 points, and elevating CSAT/NPS. • Led shared services: WFM, QA frameworks, real-time analytics, vendor/BPO governance, and technology roadmaps (Genesys/NICE/Amazon Connect, Salesforce) to unify opera
  • Alorica
    Senior Operations Site Director
    Alorica
    Jan 2016 - Jan 2019 (3 years 1 month)
    Oversight for $50M+ P&L and 2,000+ agents in telecom/insurance/healthcare programs (member onboarding, benefits, claims resolution—as transferable to Personal Lines servicing). • Directed operations; optimized telephony/WFM/quality to improve service levels, reduce abandon/transfer rates, and boost CSAT/NPS. • Influenced cross-functional tech/claims partners on enhancements; built leadership pipelines.
  • A
    Director of Operations
    American Directions Research Group Eastern Research Services DishNetwork
    Jan 2004 - Jan 2016 (12 years 1 month)
    Scaled contact centers to 1,500+ seats; owned P&L, WFM, quality, omnichannel, and compliance for high-volume support.
Education verified_user 0% verified
  • Capella University
    Doctor's Degree, Business Administration, Strategy and Innovation
    Capella University
    Jan 2025 - Current (1 year 8 months)
  • Capella University
    Doctor's Degree, Business Administration
    Capella University
    Jan 2025 - Jul 2026 (1 year 7 months)
  • Jack Welch Management Institute
    Master of Business Administration - MBA, Cum Laude
    Jack Welch Management Institute
    Jan 2023 - Jan 2025 (2 years 1 month)
  • Jack Welch Management Institute
    Master of Business Administration, Cum Laude, Operations Management Concentration
    Jack Welch Management Institute
    Jan 2023 - Jan 2025 (2 years 1 month)
  • N
    Licensed Life, Accident & Health Broker
    National Insurance Producer Registry
    May 2021
  • Strayer University
    Bachelors, Business Administration and Management
    Strayer University
    Jan 2018 - Jan 2023 (5 years 1 month)
  • N
    Licensed Life, Accident & Health Broker
    National Insurance Producer Registry
    NPN 19884044
Projects (professional or personal) verified_user 0% verified