Twayne Hughes

Inspirer
DISC Type : id

Senior Manager Customer Support at Freedom Forever

Las Vegas, Nevada, United States

Overview

Twayne Hughes is a strategic customer operations leader with over 15 years of experience transforming support teams. At Freedom Forever, he has built QA, WFM, and training departments from the ground up to elevate the customer experience. He holds a Bachelors Degree from Nevada State University.

He successfully improved employee retention by a remarkable 70% while boosting brand reputation across all major review platforms to over 4. 0 stars.

Personality Overview

Charming & Persuasive

Confident & Optimistic

Decisive

They don’t mind taking a stand if they believe in something.  They usually prefer to drive the conversation. They respond well to objective pitches but also attach some value to relationships.

Topics They Care About

CX Transformation
Specializes in turning support teams into high-performing, scalable operations that exceed KPIs and elevate the customer experience.
Operational Excellence
Has a proven record of building new departments from scratch, including QA, WFM, and Training, to improve service levels and operational readiness.
Employee Retention
Implemented targeted engagement strategies that resulted in a 70% improvement in employee retention within a new call center environment.

Media Appearances

Twayne Hughes - Customer Support Manager at Freedom Forever. Featured in The Org

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Work History

10-2022
Senior Manager Customer Support at Freedom Forever
5-2021 - 12-2022
Site Director at Sourcepoint
1-2017 - 6-2022
Regional Program Leader at Sutherland Global Services
8-2013 - 1-2017
Operations Manager at C3/CustomerContactChannels, Inc.
8-2008 - 8-2013
Account Manager at Swissport USA

Education

2009 - 2013
Bachelor’s Degree from College of Southern Nevada

More Information

Social Presence :

Prographics :

Exp : 17 Location : Las Vegas, Nevada, United States Job Level : Middle Designation : Senior Manager Customer Support at Freedom Forever
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Insights For Selling To Twayne

During A Call Or A Meeting

DO's

  • Clearly address the competitive aspects
  • Get them to a point where they are ready to bat for your product internally
  • Look like someone who is on top of their game

DONT's

  • Don’t be very informal even if they are being so themselves
  • Don’t be too verbose or overly friendly; a little bit, however, is fine
  • Don’t keep repeating the same information, it could make them impatient

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Twayne is

  • Confidence in the product’s value is critical, followed by relationship and a sense of achievement.
  • Will you ever get a clear answer from Twayne

  • They will not hesitate to say no if they do not develop conviction.

Insights For Deal Planning

    How fast (or slow) will Twayne move?

  • They can take fast decisions if they develop conviction in the product and find you trustworthy.
  • Can Twayne take some risk or not?

  • They have the capability of taking risky decisions if necessary.

You And Twayne

Personality Compatibility


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