TROY GRIER
Customer Service Resource Center Supervisor
 

Troy Grier is the Supervisor of PCS’ Customer Service Resource Center. He oversees daily operations of the data entry and call center departments. Specific tasks include monitoring phone calls for quality assurance, overseeing incoming mail, processing for all professions, and training new employees. Previous to being promoted to Supervisor, Troy was an application services associate where he developed a comprehensive knowledge of the entire application process across all professions during the three years he was with the department. He was instrumental in supporting leadership during numerous transition efforts and held the interim supervisor position with the department when the supervisor was on leave. His responsibilities included end-to-end data entry process for all professions within PCS, and related tasks associated with batching, opening and recording. Previous to being promoted, Troy was a customer service representative where he effectively handled a wide range of candidate issues within the CSA department for all PCS clients which included supporting candidates through the phone application process, resolving issues, handling escalations and answering general questions, and conducting research related to requirements for first time applicants. Prior to joining NASBA, Troy held various leadership positions at the Tennessean Newspaper where he achieved progressively higher levels of responsibility in a fast paced, time critical production environment. His managerial experience at the Tennessean included oversight and leadership of full time and part time employees. Other responsibilities included coordinating daily distribution of the Tennessean and other pre-print press runs; managing employee training including new hire and safety training; analyzing statistical data to ensure performance targets were met; and planning, organizing and implementing sales strategies to increase volumes through new and established accounts. Troy expects to receive his B.A. in Business Administration in May 2012.