Gary Gersten

Pioneer
DISC Type : DIS

Director of Customer Experience at Del-Air Heating, Air Conditioning, Plumbing and Electrical

Sanford, Florida, United States

Overview

Gary Gersten is a customer experience director at Del-Air, specializing in CX transformation, BPO strategy, and AI-driven automation. With an MBA from Monmouth University, he turns customer operations into engines for loyalty and growth. Colleagues describe him as a passionate, hardworking, and phenomenal leader dedicated to driving performance and developing his teams.

Passionate about creating high-performance environments, Gary actively promotes a positive company culture and focuses on attracting top talent. He is a proponent of investing in leaders to achieve sustainable results and is dedicated to building teams that feel valued, fostering a "family feel" at work.

He holds a 2-15 License for Life and Health, a unique certification for a leader in the customer experience and HVAC industries.

Personality Overview

Dynamic But Sincere

Friendly But Fast

Decisive But Friendly

They have the unique ability to win both love and respect from their team (or outsiders)  They combine a unique set of diverse traits where they are fast and friendly but can slow down to be thorough when needed If they are convinced, they can become very strong champions for your product

Topics They Care About

CX Transformation
His entire career focuses on turning service centers into customer-centric environments, improving NPS scores by significant margins and boosting efficiency.
AI in Operations
He has direct experience using AI to revamp training models, automate workflows, and support real-time decision-making in contact centers.
BPO Vendor Management
A core responsibility in his current role involves leading multiple BPO vendors, standardizing KPIs, and improving SLA adherence through strong partnerships.

Media Appearances

Gary has no verified media appearances

Work History

7-2024
Director of Customer Experience at Del-Air Heating, Air Conditioning, Plumbing and Electrical
12-2021 - 6-2024
Director of Customer Success at Genpact
Director of Customer Experience at Turner Pest Control
Director Of Multi-Site Operations at ADT
Senior Manager of Client Relationship at Concentrix

Education

M.B.A. from Monmouth University
B.S. from The College of New Jersey

More Information

Social Presence :

Prographics :

Exp : 4 Location : Sanford, Florida, United States Job Level : Mid-senior Designation : Director of Customer Experience at Del-Air Heating, Air Conditioning, Plumbing and Electrical
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Insights For Selling To Gary

During A Call Or A Meeting

DO's

  • Build a trustworthy relationship while keeping the product center-stage
  • Mostly stick to your standard pitch and qualifying script, but add some stories or anecdotes to it
  • Showcase existing customers and use case-studies to grab their attention

DONT's

  • Don’t be too verbose or overly friendly; a little bit, however, is fine
  • Don't lean very heavily into providing too much information, sharing whitepapers etc.
  • Don’t hesitate from asking questions or pushing them, but take a formal approach

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Gary is

  • Nothing less than a strong combination of proof of results, relationship and high levels of professionalism is effective with them.
  • Will you ever get a clear answer from Gary

  • They can say no while staying friendly, but can also be pursuaded to reconsider

Insights For Deal Planning

    How fast (or slow) will Gary move?

  • They are generally fast movers and can take quick decisions
  • Can Gary take some risk or not?

  • They have high risk-appetite but can get ahead of themselves once in a while. Observe carefully

You And Gary

Personality Compatibility


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