Customer Support Contact Center

Robert Tilliman

Lawrenceville, GA ***** 678-***-**** *********@*****.*** linkedin.com/in/robert-tilliman/ Professional Summary

A data-driven and results-oriented operations leader with over 5 years of experience supervising and developing high-performing teams of up to 65 analysts in a high-volume contact center environment. Proven expertise in leveraging data analytics, performance management, and workflow optimization to exceed KPIs, enhance customer satisfaction, and drive operational excellence. A strategic systems thinker with a track record of training and mentoring teams, managing complex technical escalations, and analyzing AI model performance to ensure factual accuracy.

Professional Experience

AI Generalist Outlier Lawrenceville, GA (Remote) August 2023 - Present

● Evaluates and verifies the accuracy and factuality of AI-generated responses for Google's Gemini across various domains of expertise.

● Analyzes large language model outputs to identify errors such as misinformation, logical gaps, and unclear reasoning.

● Provides detailed, structured feedback to researchers and product teams to guide improvements in model performance and reliability.

● Tracks and analyzes trends in model behavior to help prioritize necessary improvements in model performance.

Sr. Customer Success Specialist, Operations and Planning Ricoh USA Lawrenceville, GA December 2022 - April 2025

● Blended customer support, product management, and operations, reporting directly to the VP to drive strategic initiatives.

● Increased customer retention for Ricoh360 tours by 11%, saving a combined total of 410 customers who would have churned.

● Managed a $360,000 yearly budget, achieving over $68,000 in savings through meticulous 3PL management and process optimization.

● Launched a new hardware bundle kit service that resulted in over 300 partner implementations and created a new, ongoing revenue stream.

● Utilized Zendesk, HubSpot, and Asana to aggregate customer data, identify trends, narrate user stories for the development team, and maintain a 91% CSAT score. Escalation Specialist Ricoh USA Tucker, GA February 2019 - December 2022

● Supervised and monitored a team of 65 analysts in a fast-paced contact center, maintaining a team CSAT of 93% through performance coaching and SLA compliance.

● Designed and led a 12-week training program for new analysts, successfully preparing 43 agents for technical roles and CompTIA certifications.

● Acted as the primary Subject Matter Expert (SME) for networking and enterprise print solutions, handling high-value account escalations and complex technical integrations

(LDAP, MS365, AS400).

● Led a technical integration project with AWS for voice-activated printing ("Project Prairie Dog") and identified critical compatibility issues with Splunk log aggregation. Customer Support Analyst Ricoh USA Lawrenceville, GA June 2017 - February 2019

● Functioned as the lead for an initial contact center team of 66 temp-to-hire agents, responsible for maintaining a 6-minute maximum call time.

● Achieved a personal CSAT score of 97% in a high-volume call center by guiding customers through technical repairs and service dispatch.

● Analyzed call logs and reports with minimal oversight to gather necessary data, leading to a promotion to Escalation Specialist.

● Selected by management to train new analysts immediately upon becoming a full-time employee due to exceptional performance and knowledge. Education

Bachelor of Science, Information Technology Western Governors University Salt Lake City, UT Graduated: August 2022

Key Skills & Certifications

● Leadership & Management: Performance Management, Team Supervision (65+), Coaching & Development, SLA Adherence, Workflow Optimization, Onboarding & Training

● Operations: Contact Center Management, Data Analysis, Budget Management ($360K), Vendor Management, 3PL Logistics, Process Improvement, Project Management

● Technical & Software: Zendesk, HubSpot, ServiceNow, Asana, Five9 Reporting, ConnectWise, Splunk, Wireshark, MS Office Suite, AWS (S3), Active Directory

● Certifications: Certified Scrum Master (CSM), ITIL 4 Foundation, CompTIA (CTT+, Project+, Security+, Network+, A+), Ricoh Emerging Leaders Program Graduate

Contact this candidate