KEVIN JAMEL GILLIARD
Charlotte,NC
Summary
Focused team leader well-versed in training, guiding and encouraging agents to reach quotas and surpass sales and efficiency targets. Consistently excels in high-pressure, multi-person call center environments. Tenacious and dedicated to improving processes, motivating teams, and updating procedures.
Overview
16
16
years of professional experience
Work History
Outbound Telesales Supervisor
Charter Communications, Spectrum
Charlotte , NC
11.2020 - Current
- Developed and implemented telesales strategies to achieve sales goals.
- Created and maintained detailed records of all telesales activities, customer interactions, and purchases.
- Provided ongoing performance feedback to team members to ensure they met established objectives.
- Monitored daily call activity reports and identified opportunities for improvement.
- Assisted in the recruitment, training, and development of new telesales employees.
- Conducted regular meetings with staff to discuss progress, challenges, and solutions.
- Resolved customer complaints promptly and professionally via phone or email communication.
- Analyzed sales data on a weekly basis to identify trends and areas for improvement.
- Collaborated with management teams to develop innovative ways to increase customer satisfaction levels.
- Ensured compliance with company policies and procedures related to telesales operations.
- Maintained up-to-date knowledge of products, services, pricing plans, promotions, competitors' offerings.
- Generated weekly sales reports highlighting key metrics such as revenue growth rates or customer acquisition costs.
- Implemented quality assurance processes to review calls made by telesales representatives.
- Identified opportunities for process optimization within the telesales organization.
- Utilized CRM software tools effectively to track leads throughout the sales cycle.
- Reviewed team member work for call quality, sales effectiveness and overall productivity and devised methods for optimizing abilities and improving performance.
- Monitored team success toward achieving and exceeding metrics, submitted reports and presented findings to upper management.
- Increased team productivity by strengthening training and mentoring plans.
Assembly Technician
GKN Aerospace
Orangeburg, SC
10.2016 - Current
- Assembly Floor Grids for Boeing 787 Airplanes
- Operate handheld power equipment
- Consistently meets production standards monthly within a fast paced environment
- Maintain a clean and safe work area
- Worked in all 3 areas (B787 floor grids, 737 Maxx winglets, and Honda jet aircraft)
- Used calibrated/precision measuring tools, visual inspection, and referencing specifications/engineering documents to identify discrepancies
- Assembly and installation of floorboards, seat tracks, roller trays, ballmats, panels, floor beams, A/C units, air ducts, water and sewer lines
- Close tolerance Drilling through composite, aluminum, and titanium parts
- Sealing and installing fasteners and rivets
- Installed and performed resistance check on numerous bond and ground connections
- Applied sealant as Fay, fillet, injection, brush, and fairing
- Certified in the following: BAC5000 sealant, BAC5063 composite, BAC5117-1 through -19 Bond and Ground, BAC5004 aluminum, titanium, lift, fall protection, confined space, repairs
- Read and interpret technical manuals, engineering drawings, blueprint and schematics
- Assembled and tested mechanical components, such as motors, pumps, valves, and other equipment, according to manufacturer's specifications.
- Read and interpreted blueprints to determine component parts needed for each assembly.
- Operated various hand tools and power tools to assemble components.
Warehouse/Production Associate
Amazon Fulfillment Center
Lexington, SC
02.2014 - 08.2016
- Operate radio frequency scanners
- Relocate products using forklifts, pallet jacks and walkie-riders
- Pick, pack and ship customer orders
- Maintain a clean and safe work area
- Consistently meets production standards monthly within a fast paced environment
- Receive products and troubleshoots any problems to resolution department
Sales Associate/Unloader
Wal-Mart
Summerville, SC
03.2009 - 02.2014
- Operated cash register
- Identified prices on items to make sure they are correct
- Counted drawer at beginning and ending of shifts
- Maintained a clean work area
- Unloaded items off of truck and stocked the store accordingly
- Cashed out & greeted customers and made sure they have a pleasant shopping experience
- Assisted customers with locating items within the store in various departments
- Operated Forklift
- Operated Scissor lift
South Carolina State University Marketing Department
Orangeburg, SC
08.2011 - 05.2012
- Wrote Game Scripts
- Organized and planned Halftime Entertainment
- Created flyers
- Arranged give-aways and contests
- Promoted for upcoming athletic events
- Coordinated advertising and communication activities on social media
Unloader
Wal-Mart
Moncks Corner, SC
06.2008 - 08.2008
- Identified prices on items to make sure they are correct
- Maintained clean work area
- Unloaded items off of truck and stocked the store accordingly
- Greeted customers and made sure they had a pleasant shopping experience
- Assisted customers with locating items within the store in various departments
Education
Bachelor of Science - Sports Communications
South Carolina State University
Orangeburg, SC05.2012
High School Diploma -
Cross High School
Cross, SC06.2007
Skills
- Customer service
- Excellent verbal & written communication
- People skills
- Organizational skills
- Quality Control
- Daily Reporting
- Quality assurance reviewing
- Retention Strategies
- Call Monitoring
- Script Development
- Staff Development
- Performance Tracking
- Sales Strategies
- Employee Coaching
- Team building
- Excellent Communication
- Organizational Skills
References
Available upon request
Timeline
Outbound Telesales Supervisor
Charter Communications, Spectrum
11.2020 - Current
Assembly Technician
GKN Aerospace
10.2016 - Current
Warehouse/Production Associate
Amazon Fulfillment Center
02.2014 - 08.2016
South Carolina State University Marketing Department
08.2011 - 05.2012
Sales Associate/Unloader
Wal-Mart
03.2009 - 02.2014
Unloader
Wal-Mart
06.2008 - 08.2008
Bachelor of Science - Sports Communications
South Carolina State University
High School Diploma -
Cross High School
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