Pierre' Gilliard
Montgomery,United States
Summary
Accomplished customer service professional with expertise in CRM software and a proven track record at GetInsured. Enhanced customer satisfaction by 80% through empathy and problem-solving. Skilled in order processing and conflict resolution, consistently exceeding response time targets. Proficient at building strong client relationships and driving operational efficiency.
Overview
19
19
years of professional experience
1
1
Certification
Work History
CSR - Customer Service Representative
GetInsured
Montgomery, US
10.2024 - 01.2025
- Managed high volume of incoming calls and emails, consistently meeting or exceeding average response time, enhancing customer experience.
- Built strong relationships with customers through active listening and empathy, resulting in an 80% decrease in customer complaints.
- Assisted customers with product selection, order placement, and tracking shipments, ensuring accurate and timely delivery.
- Implemented proactive measures like personalized follow-up emails and courtesy calls to boost customer satisfaction post-resolution.
- Utilized CRM software to document customer interactions and maintain accurate records, facilitating efficient follow-up and support.
Customer Service Agent
LG Electronics
Montgomery, US
02.2022 - 09.2022
- Demonstrated strong product knowledge to effectively address customer questions and provide accurate information on features, pricing, and promotions.
- Assisted customers with order placement, tracking shipments, processing returns, and handling billing inquiries with a focus on efficiency and accuracy.
- Resolved complex customer complaints by actively listening to concerns, empathizing with their frustrations, and finding appropriate solutions within company guidelines.
- Managed inbound and outbound calls and coordinated technician dispatch to ensure timely service delivery.
- Recorded all customer interactions in CRM software to streamline tracking of preferences and inquiry history for improved future service.
- Attended regular training sessions to learn about new products, services, and features.
- Engaged in team meetings and activities to enhance morale and promote a collaborative environment aimed at achieving shared goals.
Assistant Manager
Circle K
Montgomery, US
10.2020 - 01.2021
- Assumed managerial responsibilities in the absence of the manager, overseeing all aspects of operations.
- Collaborated with the manager to create strategies that achieved sales targets and enhanced customer satisfaction.
- Analyzed sales data to identify trends and opportunities, implementing strategies that improved overall performance.
- Assisted in the management of daily operations, ensuring smooth and efficient workflow.
- Collaborated with the management team to develop and implement operational policies and procedures.
- Managed inventory levels, ensuring adequate stock availability while minimizing excess or obsolete items.
- Conducted regular inventory checks to maintain accurate stock levels and minimize loss due to shrinkage.
- Built relationships with vendors and suppliers, negotiating terms that optimized procurement processes.
Account Manager
Sykes Enterprises, Incorporated
Montgomery, US
02.2018 - 10.2018
- Managed all client inquiries and resolved issues.
- Ensured customer satisfaction through proactive strategies that addressed needs and resolved concerns.
- Collaborated with customers, management, and sales team to understand needs and recommend tailored solutions.
- Analyzed account and service histories to identify trends, leveraging data to prevent future issues.
- Provided primary customer support to internal and external customers in a fast-paced environment.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managed a high-volume workload while maintaining attention to detail and meeting tight deadlines.
Manager
Dairy Queen
02.2016 - 01.2018
- Developed and implemented strategies that streamlined kitchen processes and enhanced team efficiency.
- Coached and mentored team members to enhance skills and support their professional growth.
- Coordinated team efforts to maintain workflow and productivity throughout the shift.
- Maintained well-stocked stations with supplies and spices, enabling seamless workflow during service.
- Verified proper portion sizes and consistently attained high food quality standards.
- Instructed new staff in proper food preparation, storage, use of kitchen equipment, sanitation and safety.
- Changed and sanitized all cutting boards, benches and surfaces between tasks to avoid cross-contamination.
- Prepared food items to meet recipes, portioning, cooking and waste control guidelines.
Electronic Manager
Walmart
02.2012 - 01.2015
- Handled daily credit and cash transactions for customers with accuracy and speed.
- Maintained customer satisfaction while handling different product returns quickly and professionally.
- Completed budget report and adhered to monthly budget.
- Maintained reports of transactions and greeted customers when entering and leaving the establishment.
- Restocked, arranged and organized merchandise in front lanes to drive product sales.
- Made sure the budget report was done and made sure I stayed in my budget for the month.
- Maintained reports of transactions and greeted customers when entering and leaving the establishment.
- Restocked and organized merchandise in front lanes to enhance product visibility and sales.
- Counted cash in register drawer at beginning and end of the shift.
Warehouse Worker
Jay R Smith
Montgomery, US
03.2011 - 02.2012
- Maintained accurate inventory records by conducting regular cycle counts and reconciling discrepancies.
- Checked position and alignment of components to prevent errors and minimize material waste.
- Secured hazardous materials in marked containers to prevent injuries and contamination.
- Followed outlined specifications to implement effective assembly plans.
- Used established assembly instructions to complete jobs quickly, accurately and with zero errors.
- Conducted cycle counts and reconciled discrepancies to maintain accurate inventory records.
- Put hazardous materials in properly marked containers to avoid injuries or contamination.
Crew Trainer/Manager in Training
McDonald's
Montgomery, US
07.2009 - 10.2010
- Assisted assistant manager in overseeing daily operations, ensuring smooth workflow and compliance with company standards.
- Implemented cross-training initiatives to enhance employee skills across different roles within the restaurant.
- Supported the assistant manager in overseeing daily operations of the store, ensuring smooth workflow and adherence to company standards.
- Developed cross-training initiatives to enhance employee skills across various restaurant roles.
- Resolved customer complaints promptly and effectively, maintaining high levels of customer satisfaction.
- Guided team to achieve monthly revenue targets through targeted sales strategies.
- Prepared and cooked a variety of fast food items, including burgers, fries, chicken nuggets, and sandwiches.
Stocker/Cashier
Fred's
Montgomery, US
09.2005 - 06.2008
- Conducted stock counts and reconciled discrepancies to maintain accurate inventory records, ensuring product availability for customers.
- Guided customers in locating products and offered tailored recommendations to enhance their shopping experience.
- Maintained accurate inventory records by regularly conducting stock counts and reconciling discrepancies.
- Executed quality checks on merchandise, removing unsellable items to uphold store standards and customer satisfaction.
- Worked closely with team members to organize backroom storage areas for easy access during restocking activities.
- Followed safety protocols when handling hazardous materials or fragile items during stocking processes.
Education
High school diploma -
Jefferson Davis High School
Montgomery, AL05-2010
Skills
- Customer Service
- Customer interaction
- Order inquiry handling
- Order processing
- Order fulfillment
- Appointment scheduling
- Help Desk
- Call center management
- SMS customer support
- Live chat
- Email customer support
- Customer service through social media
- Crisis management
- Communication skills
- Verbal and written communication
- Effective communication
- Conflict resolution
- Empathy and patience
- Problem-solving
- Technical user customer support
- Technical Proficiency
- Computer literacy
- Microsoft Teams
- Microsoft Excel and Word
- Google Docs
- Computer literacy
- Windows
- Android
- IOS
- Typing
- Data entry
- POS
- Retail experience
- Retail management
- Retail Sales
- Inventory Control
- Sales
- Upselling
- Inside sales
- High-end sales
- Outbound engagement
- Account management
- Sales Management
- Management
- Management roles
- LeadersBasic mathematics
- Team management
- Teamwork
- Strong teamwork
- Multitasking
- Time management
- Attention to detail
- Organizational skill
- Management
- Adaptability and flexibility
- Critical thinking
- Analysis skills
- Decision-making
- Response time improvement
- Search engines
- Warranty service
- In-store support
- Spanish
- Sales
- OSHA
- SAP
- Non-technical user support
- Individual consumer customer service
- Warm calling
- Call handling
- Phone call management
- Order tracking
- Retail experience
- Manufacturing Experience
- Intelligence Experience
- Crisis management
- In-store support
- CRM software proficiency
- Problem-solving
- Verbal and written communication
- Empathy and patience
- Order tracking
- Order fulfillment
- Adaptability and flexibility
- Decision-making
- Strong teamwork
- Order processing
Certification
Top Secret Clearance, 02/01/11, Present
Personal Information
Work Permit: Authorized to work in the US for any employer
Military Service
Marine Corps, United States, Lcpl, 02/01/11, 02/28/17, I was awarded with the first person ever to lose weight and join the Marines within a short time frame., Made top of class in Marksmanship for over two years.
Timeline
CSR - Customer Service Representative
GetInsured
10.2024 - 01.2025
Customer Service Agent
LG Electronics
02.2022 - 09.2022
Assistant Manager
Circle K
10.2020 - 01.2021
Account Manager
Sykes Enterprises, Incorporated
02.2018 - 10.2018
Manager
Dairy Queen
02.2016 - 01.2018
Electronic Manager
Walmart
02.2012 - 01.2015
Warehouse Worker
Jay R Smith
03.2011 - 02.2012
Crew Trainer/Manager in Training
McDonald's
07.2009 - 10.2010
Stocker/Cashier
Fred's
09.2005 - 06.2008
High school diploma -
Jefferson Davis High School