About the Author


Gwendolyn Foster Oglesby has more than fifteen years of experience managing the call center teams of various Fortune 500 companies. It was during this time that she realized her passion for customer service and began to cultivate her platform for customer service awareness.

As a native of Jacksonville, Florida—a city known for its concentration of call centers—Gwen began to notice that the dynamics, behaviors, and drivers within various centers were strikingly similar.  She also noticed some of these patterns led to missed promotion opportunities, formal administrative write-ups, or even termination of employment—all of which can affect one’s ability to establish a successful and respectful career.  It is her sincere desire that this book can empower employees to present a positive work ethic and professional image in the workplace.

Gwen holds a bachelor’s degree in Business Administration from the University of North Florida in Jacksonville.