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Our Associates

Caesar Gonzaga

Caesar is a proven customer service leader with over 17 years of experience as technical contributor, manager of customer service personnel, and business leader for key operational and strategic initiatives within corporate and field organizations.  His expertise extends across many areas including management of mission critical environments, project leadership of strategic initiatives with U.S./global scope, operational support for field and corporate service organizations, and business process analysis/redesign.  Throughout his career, he has led significant projects in collaboration with IT and external vendors that delivered real value, saving the organization millions of dollars.

Prior to joining Customer Centricity, Caesar served as a director at EMC Corporation in several operational and functional areas.  Most recently, he was responsible for the development and deployment of field productivity tools.  The business applications deployed delivered automation of administrative tasks, elimination of low-value tasks, and providing wireless, real-time access to enterprise applications.  Preceding this role, Caesar was responsible for global technical operations, including providing operational support for a 1,000+ member global technical services organization.  Here, he managed business performance metrics, participated in cross-functional projects, and managed internal initiatives.  He also led a team of over 90 managers and staff in Customer Care Support, Automatic Call Distribution (ACD) Support, Sales Support Help Desk, Organizational Training and Asset/Facilities Management.  This role followed a similar position Caesar held for North American field operations.

Caesar has a Bachelor of Science in Computer Science and Business Administration from the University of Wisconsin.

Meet our founder. View Customer Centricity President and Founder Craig Bailey in a recent video interview.

 

Embarking on the Journey to Customer Centricity? If so, see our resource section for tools and articles to help you get started.

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Avoid the pitfalls of CRM deployments.  Learn from the mistakes of those that came before you in this informative whitepaper.

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Examples of client and
colleague feedback:

 

“EEC has engaged Caesar on two occasions within the past 12 months to provide business consulting for out Service Dispatch organization. I found him to be very reasonable and personable to work with. He is very independent, communicative as to his progress and insightful with his ideas to create better environment or process. He is very flexible with his positioning, however consistent with his plan to ensure quality results.”

Mike Kingsley
President,
Electronic Environments Corp

 

“Caesar exceled at the Technical support organization at EMC. With a detailed oriented approach , he always had a strong commitment to support and resolving customer issues in the quickest and most effective way. It was always a pleasure working with him.”  

Erez Ofer
Executive Vice President,
EMC Corporation

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