“As we transition into becoming a much larger technology company, we are committed to making the long-term investments in Customer and Technical support services required to meet our continued growth." -Noel Gouldin, President of CellGate
Carrollton, Texas (PRWEB) September 22, 2020
CellGate has just announced the hiring of Monte Lewis as its new Director of Support Services. This is a newly created position for CellGate that was predicated by the explosive growth the company has experienced in the last 24 months.
CellGate is a manufacturer and service provider of cellular-based and internet access control devices. Their products allow streaming video of visitors from access points like vehicle and pedestrian gates, and allow product users to grant entry to these access points from a smart phone app. All of CellGate’s products are managed through the company’s web-based TrueCloud™ portal hosted by Microsoft Azure.
CellGate’s hiring of Lewis is considered to be essential to the company’s future success due to his extensive experience in customer call center environments, redesigning call center processes to improve response times and efficiency, and in employee development.
Lewis is a U.S. Army veteran who brings almost 25 years of experience in contact center managerial roles with Hilton Worldwide and TruGreen. Lewis’ first mandates will be: to oversee CellGate’s Gold Key Customer Service and Tech Support teams, and help them operate as a cohesive support services resource; enhance current procedures and technology systems support; and implement new strategies to address customer needs more efficiently. His hiring coincides with an array of additional investments CellGate is making in its Customer and Technical Support departments to accommodate its recent success.
“We are so excited that Monte Lewis is joining the CellGate team,” said Noel Gouldin, President of CellGate. “As we transition into becoming a much larger technology company, we are committed to making the long-term investments in Customer and Technical support services required to meet our continued growth. This means revamping our internal processes to be able to provide better customer support on a broader scale. Monte’s extensive experience with large call center operations means he has both developed and implemented processes and structure at the highest levels, and that is exactly the kind of talent CellGate needs to ensure future company success.”
In addition to Lewis’ hiring, CellGate is: increasing staff in its Technical Support department, by 60%, including 2 positions responsible for answering all incoming technical support calls live for better accessibility and call prioritization. They have also upgraded their telephony system in order to improve call management efficiency.
Lewis will be responsible for Customer Satisfaction delivered through their Gold Key Customer Service and Tech Support teams. Gold Key Customer Service provides customer support for all TrueCloud portal administration functions, and CellGate App functionality. Technical Support works with both dealers and end users who are experiencing technical issues ranging from installation support to post installation trouble shooting.
“We expect that Monte’s hiring, combined with the additional investments we are making in head count and telephony infrastructure will have an immediate impact on all customer support functions,” said Gouldin. “We are steadfast in our dedication to build the support systems our customers need, and expect to see results from these investments quickly.”
CellGate has been providing access control and security monitoring products utilizing cellular network technology since 2006. They are the only technology company with a complete suite of cellular-based security products—encompassing streaming video, smart keypad entry, voice and camera solutions. With their easy-to-use smart phone applications and proprietary TrueCloud web-based portal built on Microsoft Azure’s cloud service, CellGate offers flexibility found in no other access control or monitoring solution.