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Written by Marie Hynes
on March 27, 2024

Welcome to the second post of our latest series: Gaggle’s Support Team Spotlight.

 

Through this series, we're diving into what makes our Support Team stand apart in the student safety sector, their expertise and impactful stories, and how their dedication helps foster safer learning environments.

A Round of Applause for The Support Team 

In part one, we discussed the team’s structure and years of experience. Today, we’d like to introduce and share a little bit more about this all-star team.

Vanessa Beavers has been with Gaggle for 12 and a half years, serving as the Senior Manager of the Support Team for the majority of her tenure. Before joining Gaggle, she was a special education teacher for five years. Vanessa began her journey at Gaggle as a Client Sherpa, eventually working her way up to her current position, where she has been managing the team for the last 11 years. She loves working with her team members, praising them as brilliant, funny, hard-working, and compassionate. If she were an animal, she'd be a German Shepherd for their loyalty, intelligence, helpfulness, and playful nature.

Ashlie Danko, with six years at Gaggle and five and a half years on the Support Team, previously worked in hospitality and radio, gaining valuable customer service experience. Ashlie enjoys the one-on-one interactions with customers, ensuring they fully benefit from Gaggle's services. If she were an animal, she’d be a house dog — loyal, fun, and relaxed.

Drew Tutor-Fauble, also with six years at Gaggle and five and a half on the Support Team, holds a BS in Business Management and values hard work and a positive attitude. Drew's favorite part of the job is the camaraderie with coworkers. If she were an animal, she’d be an otter, giving her endless opportunities to swim without being a purely aquatic animal.

Abby Whalen has been with Gaggle for nearly two years, bringing years of IT Help Desk experience in higher education and a background in customer service to the team. Abby enjoys the teamwork and support among colleagues, and would choose to be a cat for the lifestyle and care they receive.

Anne Kelton, at Gaggle for two years and on the Support Team for one and a half years, brought experience from teaching high school mathematics and museum facilitation. She enjoys helping customers utilize Gaggle's products effectively and feels akin to a cat due to her curiosity.

Erica Peterson, with Gaggle for two years, has a degree in Criminology and completed an internship at a Children’s Advocacy Center. She values the positive impact Gaggle makes on students, and would be a pterodactyl for the freedom and intimidation factor against predators.

Hannah Smith, part of Gaggle for one and a half years, comes with degrees in Sociology and Criminal Justice and experience in supporting domestic violence victims, homelessness, addiction, sales, and customer service. She treasures the team's reliability. If she were an animal, she’d be a bird to explore and gain new perspectives.

Madison Buckley has spent four and a half years at Gaggle, with the last two and a half on the Support Team, after transitioning from the Gaggle Safety Team. Madison values the team environment and if were an animal would prefer to be a cat, enjoying the carefree and tended lifestyle.

Morgan Stone, with over three years at Gaggle and two and a half years on the Support Team, previously worked in customer service and a therapeutic day school. Morgan cherishes the connections made through work. If she were an animal, she’d also choose to be a cat, enjoying adventure and a caring lifestyle.


Operational Excellence


Supporting 1,500 district customers, Gaggle’s operational framework is designed for maximum accessibility and effectiveness. 

Gaggle's Support Team operates from Monday to Friday, 6 AM to 7 PM CT, offering near immediate assistance during these hours. And unlike many in the industry, we harness an IVR (Interactive Voice Response) system. This means that when someone calls for support, they are connected directly to one of the humans above, ensuring immediate and personal assistance.

Understanding that different people have different communication styles, we offer multiple channels for reaching out to the Support Team, including phone, chat, and email. This flexibility ensures that regardless of someone’s situation or preference, support is just a few clicks or a phone call away. Additionally, being a US-based team, Gaggle guarantees that the support provided is culturally and contextually relevant.


A Benchmark for the Industry

In an era where outsourced and automated customer support is the norm, Gaggle's Support Team is proud to provide a rare level of attentive, human support. Their approach underlines the importance of human touch in the digital age.

Next in our series, we’ll hear stories from the team on real situations and real outcomes. Stay tuned!

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