Gregory Pierce
Maplewood,MN
Summary
Results-oriented Customer Service Team Lead known for strong staffing oversight and complaint resolution skills. Experienced in collaborating with cross-functional teams to streamline processes and improve response times, ensuring exceptional customer experiences.
Overview
7
7
years of professional experience
Work History
Heart Failure Customer Service Team Lead
Abbott
Little Canada, MN / Pleasanton, CA
10.2024 - Current
- Led team in resolving customer inquiries and complaints, ensuring timely and effective responses.
- Collaborated with team members and stakeholders to successfully complete transition projects from legacy systems to new systems.
- Trained new staff on customer service protocols and software systems to enhance team performance.
- Monitored service metrics to identify trends and implement improvements for customer satisfaction.
- Collaborated with cross-functional teams to streamline processes and improve response times.
- Developed training materials to support ongoing education for team members on product knowledge.
- Facilitated weekly meetings to review performance goals and strategize solutions for challenges faced.
- Implemented quality assurance measures to maintain high standards of service delivery across the team.
Senior Associate Customer Service
Abbott
Little Canada, MN
03.2021 - 10.2024
- Mentored junior associates in best practices for regulatory compliance and quality assurance protocols.
- Implemented process improvements that enhanced data accuracy in reporting systems, facilitating informed decision-making.
- Developed training materials to support onboarding processes, ensuring consistency in team performance standards.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
- Collected, arranged, and input information into database system.
- Drove initiatives to improve supply chain management, resulting in reduced lead times and increased product availability.
- Collaborated with stakeholders to define project scopes and align resources for successful execution of strategic objectives.
Customer Service Representative 2
Abbott
Little Canada, MN
11.2018 - 03.2021
- Resolved customer inquiries through various channels, ensuring timely and accurate responses.
- Trained team members on new software tools, enhancing overall service efficiency.
- Collaborated with cross-functional teams to streamline complaint resolution processes.
- Monitored call metrics to identify trends and implement process improvements.
Education
Bachelor of Science - Applied Leadership
Minnesota State University, Mankato
Mankato, MN07-2023
Skills
- Project/Initiative planning
- Customer satisfaction
- Flexible and adaptable
- Time management
- Quality control
- Complaint resolution
- Staffing oversight
- Exceptional customer service
- Microsoft Office 365
- Proficient with SAP CRM/ECC
Timeline
Heart Failure Customer Service Team Lead
Abbott
10.2024 - Current
Senior Associate Customer Service
Abbott
03.2021 - 10.2024
Customer Service Representative 2
Abbott
11.2018 - 03.2021
Bachelor of Science - Applied Leadership
Minnesota State University, Mankato