Jaime Gilliland
Hubbard,OH
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Resourceful Supervisor trained in resolution of critical issues within time-sensitive environment with successful track record of building and maintaining talented teams. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets.
Overview
14
14
years of professional experience
Work History
GPO Care Supervisor
CVS HEALTH
11.2021 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended solutions to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Directed and supervised team of 15 employees in daily operations.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
CCR /Senior Resolution Specialist
CVS HEALTH
12.2020 - 11.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Managed a portfolio of complex cases, ensuring timely resolution and compliance with applicable laws.
Shift Manager
Donavitos Restaurant
02.2017 - 11.2020
- Trained and mentored new employees to maximize team performance.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Kept employees operating productively and working on task to meet business and customer needs.
- Coached crew members to optimize performance and motivate toward more efficient work.
Store Manager
American Eagle Outfitters, Inc
09.2010 - 04.2015
- Managed inventory control, cash control and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Approved regular payroll submissions for employees.
- Coached sales associates on product knowledge by using wide variety of training tools.
Education
Business Administration
Colorado Technical University
Colorado Springs, CO11-2025
Skills
- Team Goals
- Customer Account Management
- Customer Satisfaction
- Courteous with Strong Service Mindset
- Daily Workflow Improvement
- Employee Performance Management
- Work Planning And Scheduling
- Customer Service And Assistance
- Excellent Personal Service Experience
- Continuous Improvement
- Motivational Leadership
- Effective Communication
- Customer Service
- Service Level Agreements
- Work Planning And Prioritization
- Process Monitoring And Improvement
- Employee Evaluation
- Employee Supervision
- Leading Team Meetings
- Employee Development
Timeline
GPO Care Supervisor
CVS HEALTH
11.2021 - Current
CCR /Senior Resolution Specialist
CVS HEALTH
12.2020 - 11.2021
Shift Manager
Donavitos Restaurant
02.2017 - 11.2020
Store Manager
American Eagle Outfitters, Inc
09.2010 - 04.2015
Business Administration
Colorado Technical University