Thom Gilleran
Customer Support Specialist
León,GUA
Summary
Customer Support and Operations Specialist with over 10 years of experience in developing and implementing client solutions. Skilled at functional problem solving using comprehensive analysis to identify process improvement opportunities. Authorized to work in the US and Mexico, and fluent in both English and Spanish, with limited French.
Overview
9
9
years of professional experience
2016
2016
years of post-secondary education
Work History
Customer Support Specialist
DP360 CRM
03.2025 - Current
- Resolved complex customer inquiries by collaborating with product and engineering teams, ensuring accurate and prompt issue resolution in alignment with company service standards.
- Facilitated user onboarding sessions by guiding new clients through DP360 CRM features, enhancing platform adoption and support integration into client workflows.
- Cultivated strong client relationships by providing tailored support, interpreting user feedback, and relaying actionable insights to teams to refine DP360 CRM's product features.
PEO Benefits Operations Specialist
Rippling
02.2024 - 03.2024
- Established, documented, and owned all team processes as a team of one upon joining, while working with Insurance carriers and stakeholders to develop all needed collateral and client-facing Help Center Articles related to PEO Benefits.
- Worked cross-functionally with Engineering, Product, Account Management, and Implementation teams to plan, operationalize, and execute the 2023-2024 PEO Benefits renewal with over a 99% retention rate.
- Owned relationships with new broker partners, ensuring 24-hour client-facing SLAs were met satisfactorily and shared projects were developed on schedule.
- Completed regular audits of enrollment data from various Insurance carriers, as well as audited internal transaction data and benefit financial reports for accuracy and opportunities for improvement.
Insurance Operations Consultant
Rippling
08.2023 - 02.2024
- Served as a Subject Matter Expert (SME) on API edge-cases by researching and resolving over 20 issues within the first two weeks.
- Developed and introduced training program for new Operations staff that improved employee onboarding process and reduced training time from 18 to 6 weeks.
- Initiated the integration of new training policies, resulting in a 20% increase in operational efficiency.
Insurance Operations Specialist
Rippling
08.2022 - 08.2022
- Controlled day-to-day operations and established scalable processes for the Insurance API as a team of one in a high-growth SaaS environment.
- Reduced system audit items from 2,000 to fewer than 300 by improving internal tooling with Jira Software tickets and increasing automation of manual processes.
- Implemented and enforced vendor SLAs to reduce the average number of days a claim remains open by 5 days and to achieve a 95% success rate of meeting the SLA.
- Coordinated between the vendor, carriers, Engineering, and other interested internal parties to improve automation and system UI operational efficiency by 40%.
Customer Support Associate
Rippling
04.2021 - 08.2022
- Increased team knowledge retention from 30% to 70% by converting existing Confluence documentation into video trainings, creating retention quizzes, practice tickets, and Confluence quizzes.
- Reduced the average training time by 2 weeks by standardizing the training program with a daily scheduled course, and reducing the need for live instruction, resulting in a more consistent and cost-effective onboarding experience.
- Shadowed struggling agents to devise and apply a personalized intervention strategy based on each's abilities and psychology, after participating agents demonstrated marked improvements in individual CSAT metrics.
Customer Champion
CleoAI
05.2020 - 02.2021
- Dynamically defined role for a team of 8, exceeded quality and quantity expectations of the position, and created best practices for the team.
- Created team template responses for common issues, standardizing the customer experience and significantly increasing agent ticket resolution speed.
- Responded to 100-1000 customer service problems on the Intercom platform daily with customer-centered service and met company expectations in relation to customer experience (lowered response time, eliminated 7000-message backlog, and increased customer service satisfaction).
Career Agent
American Income Life
12.2019 - 05.2020
- Conducted daily, in-home sales meetings with 3-5 union members to review and discuss coverage options in life insurance, banking, and child safety, as well as gather 5-10 referrals.
- Independently combined effective self-direction with creative sales approaches to achieve the #1 position in team productivity by far in the field.
- Initiated local sales events with police unions to ensure an average of 5 officers per event for at least $10,000 each.
Life Insurance Agent
SeniorcareUSA
05.2016 - 07.2019
- Sold most face value of life insurance policies in my group via telephone for a small family business and assisted other agents with training and special projects.
- Researched market trends in the industry to develop strategies to increase new business by 120%.
- Developed proprietary technology comparing all available products and prices to reduce agents' time preparing quotes by 50%.
Education
Bachelor of Arts - Behavioral Sciences, Spanish
Southern Arkansas University
Magnolia, ARSkills
Fluent in Spanish
Some French ability
Cross-functional Problem Solving
Proficient with all major CRMs: Salesforce, Zendesk, Zoho, etc
Proficient with Google Workplace
Proficient with Atlassian software: Jira, Confluence
Timeline
Customer Support Specialist
DP360 CRM
03.2025 - Current
PEO Benefits Operations Specialist
Rippling
02.2024 - 03.2024
Insurance Operations Consultant
Rippling
08.2023 - 02.2024
Insurance Operations Specialist
Rippling
08.2022 - 08.2022
Customer Support Associate
Rippling
04.2021 - 08.2022
Customer Champion
CleoAI
05.2020 - 02.2021
Career Agent
American Income Life
12.2019 - 05.2020
Life Insurance Agent
SeniorcareUSA
05.2016 - 07.2019
Bachelor of Arts - Behavioral Sciences, Spanish
Southern Arkansas University