Summary
Overview
Work History
Education
Skills
References
Timeline
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Pierre Gourdet

Dania Beach,FL

Summary

Energetic and solutions-driven customer experience professional with over a decade of proven success in resolving complex escalations, leading operational support teams, and delivering exceptional service across the tech, insurance, and healthcare industries. I specialize in turning customer challenges into opportunities for growth—boosting satisfaction scores, streamlining workflows, and strengthening long-term client relationships.

With a strong foundation in team leadership, cross-functional collaboration, and data-informed decision-making, I thrive in fast-paced environments where customer trust and operational efficiency are critical. I’m passionate about leveraging both human empathy and technology including AI-powered tools, CRMs, and analytics platforms to enhance the customer journey and drive measurable business impact.

Overview

15
15
years of professional experience

Work History

Escalations Manager

SunPower
Remote
03.2016 - Current
  • Spearheaded the resolution of high-impact customer escalations by leveraging AI-informed support workflows and root cause analysis to improve first-call resolution rates and reduce call transfers by 67% (from 45% to 15%).
  • Elevated customer satisfaction index from 86% to 92% within 24 months through process redesign, sentiment analysis, and proactive customer engagement strategies powered by CRM automation.
  • Conducted end-to-end investigations using structured data analysis and feedback loop integration to identify recurring system issues, significantly reducing repeat complaints.
  • Collaborated with cross-functional teams (engineering, field operations, product support) to streamline the solar installation lifecycle, ensuring successful customer outcomes and SLA adherence.
  • Utilized AI-driven ticketing systems (e.g., Zendesk, Salesforce Service Cloud) to manage and triage inbound inquiries via phone, chat, and email, maintaining an average resolution time 20% faster than the company benchmark.
  • Created dynamic knowledge base content and implemented chatbot training improvements to support scalable customer service and reduce Tier 1 ticket volume.
  • Contributed to strategic improvements in CX by leveraging customer journey mapping, operational KPIs, and customer health scoring to drive loyalty and retention.

Operations Specialist Supervisor

Weston insurance
Coral Gables, FL
01.2012 - 03.2016
  • Led a team of customer service representatives and agents, overseeing daily operations and ensuring service excellence in a fast-paced insurance environment.
  • Analyzed customer behavior and policy renewal data to identify revenue opportunities—resulting in a 25% increase in renewal-based income after proposing and implementing strategic workflow enhancements.
  • Handled high-level customer escalations, ensuring timely resolution in compliance with regulatory and service-level standards; maintained strong satisfaction and retention outcomes.
  • Facilitated onboarding and training of new team members, building scalable onboarding processes and contributing to talent development and performance consistency.
  • Organized and led weekly staff meetings focused on key performance metrics, operational updates, and professional development strategies.
  • Managed 40+ complex insurance cases daily, consistently meeting or exceeding internal quality standards and key performance indicators (KPIs).
  • Served as liaison between the company and third-party clients, ensuring accurate and timely documentation through multi-channel communication (phone, email, fax).
  • Represented the organization at state-wide marketing and outreach events, generating $60,000+ in new business opportunities and strengthening community presence.

Heathcare Operation Support

Humana
Miami, FL
09.2010 - 01.2012
  • Delivered high-quality, empathetic customer service in a high-volume healthcare environment, contributing to an 82 Net Promoter Score (NPS) — a key customer loyalty metric.
  • Managed front-office operations, supporting patient intake, scheduling, and administrative workflows to ensure smooth day-to-day clinic functions.
  • Resolved billing and invoicing discrepancies through detailed documentation and stakeholder communication, improving accuracy and reducing rework.
  • Provided full-spectrum administrative support to both clinical and operations teams, optimizing workflows using tools such as Microsoft Excel and EHR systems.
  • Contributed to team performance by training new representatives on company policies, patient interaction best practices, and compliance requirements.
  • Recognized as Employee of the Quarter for consistently exceeding service expectations and delivering outstanding support to patients and internal stakeholders.

Education

Masters of Science - Hospitality and Management

Florida International University
Miami, FL
04.2019

Bachelors of Arts - Organizational Communications

Florida International University
Miami, FL
05.2017

Associates of Arts - Communications and Journalism

Miami Dade College
Miami, FL
05.2014

Skills

  • Communication skills
  • Customer service
  • Data analysis
  • Process improvement
  • AI-driven workflows
  • Stakeholder communication
  • Customer support and communication
  • CRM automation
  • Escalation management
  • Ticketing systems
  • Customer retention
  • Conflict resolution
  • Root cause analysis
  • Quality assurance
  • Customer satisfaction
  • SharePoint

References

References available upon request.

Timeline

Escalations Manager

SunPower
03.2016 - Current

Operations Specialist Supervisor

Weston insurance
01.2012 - 03.2016

Heathcare Operation Support

Humana
09.2010 - 01.2012

Masters of Science - Hospitality and Management

Florida International University

Bachelors of Arts - Organizational Communications

Florida International University

Associates of Arts - Communications and Journalism

Miami Dade College

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