Gregory P. Guillard

**** ******** **** ***** · McKinney, TX 75070 · 214-***-**** · ad1ujk@r.postjobfree.com

OBJECTIVE/STATEMENT

Highly motivated leader with a verifiable record of accomplishments. Highly creative individual, recognized as results-oriented and solution-focused. Exceptional mentor and coach. Seeking to obtain a position in which a strong dedication to the total development of an organization and a high degree of enthusiasm can be fully utilized.

Core Competencies Include:

· Strong Presentation Skills · Employee Development · High Impact Training Modules

· Quality Assurance · Training and Development · Mentoring and Coaching

· Team Building · Call Center Supervisor · Motivating Employees

PROFESSIONAL EXPERIENCE

Hisun Motors Corp., U.S.A., McKinney, TX

Warranty Support Specialist, October 2022 – April 2023

Coordinated coverage of all contact points; email, phone and written correspondence

Managed inbound and outbound contacts through FormStack platform

Managed the exporting of issues reported through Lowe’s OFR (Out For Repair) platform into Hisun’s repair log platform

Maintained Hisun’s repair log platform to insure that repairs where completed in a timely manner

Managed communications between individual Lowe’s stores, certified service centers, and end user Customers

Responsible for fostering good working relationships with all Lowe’s store contacts and individual service center contacts

Managed entries into uShip platform to schedule pick up and drop off of units needing repair as well as units that had repairs completed

Managed payments to shippers via uShip platform once deliveries were complete

Neora International, LLC Farmers Branch, TX

Customer Care Specialist, July 2021 – November 2021

Responsible for answering inbound phone, email and chat contacts

Completed outbound calls when needed as follow-up contact

Helped Customers and Representatives understand products and benefits each item offered

Managed the entering of new account information into the system across all business platforms

Provided phone support to all field representatives regarding implementing and updating new and existing Customer accounts

Processed payments for purchases of all products by Reps and Customers

Help Reps understand commissions structure, and team building strategies

Strive to maintain a positive, fun and productive work environment

WorldVentures Marketing, LLC, Plano, TX

Rovia Corporate Services Support Supervisor, July 2008 – April 2021

Implemented the Rovia Corporate Services program (Business to Business Sales Program – B2B)

Point person for all escalated department issues

Conduct hiring interviews as well as exit interviews

Coordinate coverage of all contact points; email, phone and written correspondence

Conduct weekly team meetings with entire Corporate Sales Team

Conduct quarterly performance reviews with Corporate Sales Team

Provide account support to business representatives in the field

Assist in B2B Sales School events

Conduct qualifying interviews with registered training class participants

Upon qualification, responsible for forwarding registration confirmation documents

Manage all offsite audio and video needs for B2B training events

Provide staff support at offsite trainings

Manage the entering of new accounts information into the system across all business platforms

Provide phone support to all field representatives regarding implementing and updating new and existing accounts

Compile data from each B2B training event to daily and weekly reports

Process individual payments for field sales purchases of all sales aid materials

Strive to maintain a positive, fun and productive work environment

Credit Solutions, Addison, TX

Training and Development Supervisor, August 2005 – August 2007

Evaluated individual employees and established development plans to ensure employee success and advancement

Created and implemented quality assurance standards, training and monitoring programs

Designed and delivered training programs for new hires and established employees

Conducted training sessions covering specified areas such as use of computers and systems, policies and procedures, customer service skills, and personal development

Evaluated and revised the design and delivery of training curriculums and courses to ensure effectiveness, retention and relevancy

Tracked and recorded training statistics for a 500 seat call center

Provided internal consultation regarding performance and continuous improvement activities

Developed and implemented effective interviewing strategies to ensure the hiring of qualified candidates to meet the company’s current and anticipated needs

Monitored and evaluated employee calls to ensure that Quality Assurance goals were being met or exceeded

Created and maintained a positive, fun and productive work environment

Dr Pepper Snapple Group, Plano, TX

Consumer Relations Promotions and Advertising Representative, June 2001 – July 2005

Supervised customer service team

Conducted employee evaluations and training

Represented Consumer Relations Team in cross-functional meetings related to promotions, advertising and new product launches

Provided supervisory support to Consumer Relations Manager in escalated consumer issues across all brands

Developed a comprehensive knowledge of all company products including product composition, product usage, shelf-life variables, sales promotions, premiums and price variables

Provided supervisory support to Consumer Relations Manager in escalated consumer issues across all brands (Snapple, Mott’s, Yoo-hoo, Orangina, Dr Pepper/7Up, Mistic, Stewart’s, Nantucket Nectars)

Possessed complete knowledge of crisis communication procedure

Followed up with consumers, bottlers, co-packers, distributors, marketing fulfillment centers and internal functions to bring outstanding issues to closure in a timely manner

Answered consumer phone calls, email, faxes, and letter correspondence then entered all appropriate consumer data into systems for retrieval and reporting

Kraft Foods – Callard & Bowser/Suchard, Rye Brook, NY

Customer Service Representative, May 2000 - June 2001

Processed customer service orders in a timely basis into SAP system

Established timely and effective communication networks with brokers, sales force and military accounts

Organized and maintained order files and logs on a daily basis.

Collaborated with other departments in efficient order processing and product delivery.

Entered customer data into SAP system

Processed orders for internal and external customers

IBM – T.J. Watson Research Center, Yorktown, NY

BSC Agent, November 1999 - May 2000

Handled data entry for employee information.

Administrative duties such as faxing, copying, collating, heat bonding, and secondary phone operator.

Distributed Press Reviews for entire center via fax and Lotus Notes

World Famous Cinnabons, Inc, Nanuet, NY

General Manager, September 1996 - November 1999

Possessed full knowledge of day-to-day store operations and responsible for all internal decision making.

Primary customer service representative and contact person for all store activities.

Ordered all supplies for daily operations.

Responsible for payroll and distribution of paychecks to store staff.

Handled all deposits and daily cash flow figures.

Responsible for assigning schedules along with hiring and firing of employees

SKILLS

10 plus years experience in creating and developing quality assurance programs

10 plus years experience in developing and executing training programs

10 plus years experience in sales, call center, and operations

10 plus years experience in the customer service industry

Microsoft applications including Word, Excel, Outlook, and PowerPoint

Expert knowledge of Siebel, HAHT, AOA, Power Center, TNT, SalesLogix, SAP,

CXM, IEX, Witness, E-Star and FLEX

Project management

Technical writing

Account management

EDUCATION & TRAINING

1993- 1996

College of Aeronautics,

Queens, NY

Major: General Aviation

2007

Collin County Community College

Plano, TX

Continuing Adult Education

Professional Development Courses:

Accelerated Learning Techniques

Accelerated Learning and Risk Taking

Leading High Performance Teams

Motivating Others

Coaching for Success

Building an Environment of Trust

Leading Change

Theories of Adult Learning

Effective Leadership and Management

Training Module Design and Implementation

DDI Leadership Certification Program

Training & Development Certified

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