Pierre Gourdet

1. Managed high-priority customer escalations across a SaaS-enabled energy platform involving billing, operations, installations, and
service-related concerns.
2. Leveraged AI-driven workflows, CRM systems, and root-cause analysis to improve first-contact resolution rates and reduce
customer transfer rates by 67%.
3. Resolved multifaceted service issues by collaborating with engineering, operations, product support, and field service teams to
improve customer outcomes and workflow performance.
4. Improved customer satisfaction scores from 86% to 92% through proactive engagement strategies, escalation management
initiatives, and service enhancements.
5. Utilized Salesforce Service Cloud, Zendesk, and ticketing platforms to manage sensitive customer cases while consistently
outperforming SLA benchmarks.
6. Conducted detailed investigations into recurring service disruptions and operational bottlenecks, contributing to long-term process
improvement initiatives.
7. Developed scalable customer support documentation, knowledge-base content, and chatbot optimization strategies to improve
service delivery and reduce Tier 1 ticket volume.
8. Supported startup-style operational environments requiring adaptability, independent decision-making, and rapid response to
evolving business and customer needs.
9. Maintained executive-level professionalism while handling sensitive customer interactions, regulatory concerns, and escalated
service matters.

1. Led daily operations and supervised customer support teams within a fast-paced insurance environment, ensuring service
excellence and operational compliance.
2. Managed high-volume insurance cases while maintaining strong quality assurance metrics and customer retention outcomes.
3. Handled escalated policy concerns, billing disputes, coverage issues, and customer dissatisfaction with a strong focus on
resolution management and client satisfaction.
4. Analyzed customer trends, policy renewal behavior, and operational data to identify workflow enhancements that increased
renewal revenue by 25%.
5. Served as a liaison between internal departments, external partners, and third-party clients to ensure accurate documentation and
seamless communication.
6. Facilitated onboarding and coaching initiatives for new hires, improving team productivity and operational consistency.
7. Organized operational meetings focused on KPI performance, escalation trends, and continuous improvement strategies.
8. Supported process optimization efforts that enhanced workflow efficiency, customer communication, and service delivery
standards.
9. Managed 40+ high-volume insurance cases daily while consistently exceeding internal quality standards and performance
expectations.
10. Represented the organization at statewide marketing and outreach events, generating over $60,000 in new business
opportunities.

1. Delivered high-quality customer and patient support within a fast-paced healthcare environment while maintaining compliance and
accuracy standards.
2. Managed administrative workflows, patient communications, scheduling coordination, and documentation processes to support
operational efficiency.
3. Resolved billing discrepancies, documentation concerns, and customer service matters through detailed investigation and
stakeholder communication.
4. Utilized CRM systems, EHR platforms, Microsoft Excel, and operational tracking tools to maintain accurate records and support
daily operations.
5. Provided professional support to patients, providers, and internal stakeholders while consistently exceeding customer service
expectations.
6. Assisted with onboarding and training initiatives to improve employee performance, compliance awareness, and service
consistency.
7. Recognized as Employee of the Quarter for outstanding performance, professionalism, and commitment to customer satisfaction.