Gaggle is more than simply a school safety company or an AI algorithm that works to monitor students’ digital footprint. It’s an organization of professionals across the country who are devoted to empowering educators, protecting students, and saving lives. At the core of our student safety mission is the Gaggle Customer Service Team, the beating heart of which is Vanessa Beavers. Although many of our educators already know her, here’s a quick Q&A to introduce Gaggle’s superb Customer Service Supervisor.
Start Date: 9/14/2011
Random info about me:
I grew up in a southside suburb of Chicago, attended Illinois State University, and got my degree in Special Education. I taught Special Education for 5 years before coming to Gaggle. Starting at Gaggle as a Client Sherpa in Customer Service, I moved up to Customer Service Supervisor about a year later and have been in this position since.
What are 3 words to describe Gaggle?
- Dedicated – Every Gaggler believes in our company mission and works hard to ensure we live up to that mission.
- Fellowship – We are all close and genuinely care about each other and all believe in what we do. We are like one big family.
- Opportunity – Gaggle allows its employees the chance to be heard, which can be rare for many companies. If we have ideas as to ways we can improve our products or our procedures, those ideas are heard.
What drew you to Gaggle?
As a former educator, I wanted to work at a company that allowed me to use my expertise in the educational field in a different way, while still allowing me to have an impact on students’ lives. It seemed like the perfect fit!
What have you gained from working at Gaggle?
Besides the friends I have gained while working here, I have also grown a lot professionally since starting here. I have learned so much about leadership and what it means to be a part of an amazing team, all while working alongside some of the most talented people I know.
What is your proudest moment at Gaggle?
Honestly, every time I am able to successfully resolve a challenge for an upset customer, I feel a sense of pride. I work hard to ensure that all of our customers get the assistance they need, and know that they can count on our Customer Support team any time that they need them.
What is your favorite memory at Gaggle?
A few years ago I was chosen to receive not only our Gaggle Core Value Award but also one of our Killin’ Awards for the work that I did setting up our CS ticketing System (Zendesk) and for successfully implementing it into our workflow in Customer Support. The change to using a ticketing system for our inbound email support, not only allowed for us to have more reporting insight into the work my team does, but it allowed us to better support our customers by being more efficient with our replies.
Vannessa has been at Gaggle for 8 years and continues to expand the Customer Success team. Beyond being a champion of Gaggle culture, she is frequently creating new processes and procedures to improve the support educators receive, 24/7/365.