BRENT P. GILOT
28306 Bolinas Court  Spring, TX 77386
Home: (281) 907-0118  Cell: (281) 389-0292  houstongilots@sbcglobal.net
http://www.webprofile.info/bgilot/
O P E R A T IO N S M A N A GE R
Results-driven, highly motivated professional with over 13 years of extensive experience in customer service, human
resources management, outsourcing, and project management. Demonstrated ability to drive change, streamline operations
for optimal effectiveness, manage diverse teams, and implement business initiatives. Strong background in benefits
administration and employee relations. Thrives in high-growth, fast-paced, and high-volume environments. Possess solid
leadership, communication, and interpersonal skills to establish rapport with all levels of staff and management.
Areas of expertise include:
 Business Reengineering
 Customer Relations/Service
 Employee Communications
 Call Center Operations
 Policy & Procedural Development  Team Building
 Project Management
 Solution Architecture
 Performance Measurement
 Turn-around Situations
 Process Improvement
 Organizational Development
CAREER EXPERIENCE
Hewitt Associates – The Woodlands, TX
2005
Global human resources outsourcing and consulting firm delivering a complete range of integrated services helping companies manage total HR
and employee costs, enhancing HR services, and improving the workforce.
Operations Manager
Facilitated operational restructure of former Exult group to Hewitt’s technologies, methodologies, and performance
standards. Managed client relationship for Bank of Montreal/Harris Bank, Unisys Corporation, Prudential Financial, and
Rohm and Haas. Consulted with clients on solutions for Educational Assistance needs and benefits. Implemented shortterm stopgap solution for Educational Assistance service delivery until standardized tool and offering were complete.
Managed associate performance and career development to retain and grow talent internally. Sixteen direct reports
(associates and managers).
 Achieved 62.5% reduction in Educational Assistance calls and reduced ratio of problem calls from 80% to 30%.
Consulted during the development of User Acceptance Testing (UAT). Developed and built the tool which
worked in conjunction with SAP and Siebel.
 Developed a comprehensive Educational Assistance tower from the existing Learning Administration Group.
Waste Management – Houston, TX
2003 – 2005
Leading provider of comprehensive waste and environmental services in North America.
Project Coordinator
Designed and developed standardized training for all Customer Service Representatives (CSRs) impacting 130 call centers
and over 2000 CSRs and supervisors. Implemented corporate service standards in field locations. Performed as a liaison
between the Customer Service Leadership Team and the Electronic Bill Presentment Payment (EBPP) Development
Team. Conducted operational analysis of National Accounts call center operations and procedures, documented findings.
 Designed and implemented pilot of call center-specific attendance policy. Designed web-accessed database for
attendance policy pilot to address concerns regarding administration time and tracking, resulting in a 75% decrease
in absences. 29% of managers decreased staffing numbers, improving profitability.
 Developed and deployed Revenue Management Center (RMC) training to all Customer Service supervisors and
CSRs. Designed and implemented a web-based CSR reference tool for RMC processes and procedures.
 Created a call recording solution for customer service centers to ensure quality in service.
 Designed and successfully piloted the initial concept screens for web-based customer service platform.
Jett Services LLC – Waukegan, IL
2002 – 2003
Mail order and literature/premium fulfillment company also specializing in database customization for sales and marketing campaigns.
Director of Customer Service
Directed and developed Customer Service Department and performed as an Account Relationship Manager. Designed and
implemented a Customer Service coaching model. Retained and grew internal talent while managing employee
Brent P. Gilot
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performance. Researched various call center technologies to accommodate center needs to maximize profit and quality.
Interviewed potential associates and made hiring decisions. Designed time recording and billing system for all company
employees. Documented and standardized all procedures for Warehouse and Customer Service ensuring communication
and efficiency. Revised contracts when necessary to meet the client’s changing needs while managing scope of current and
upcoming projects. Developed a common-reference database to house client-specific information.
 Designed new processes for completing bulk shipments, including an automated order form to ensure consistent
request formatting and submission. Designated specific warehouse personnel as Bulk Shipment Specialists,
increasing employee ownership. Estimated timesaving of 190 hours rework annually with 100% accuracy.
 100% accuracy on inventory levels over three months through the development of a communication structure for
ordering and inventory control procedures.
Hewitt Associates – Lincolnshire, IL
1997 - 2002
Global human resources outsourcing and consulting firm delivering a complete range of integrated services helping companies manage total HR
and employee costs, enhancing HR services, and improving the workforce.
Unit Manager
2000 - 2002
Maintained overall accountability for Benefit Center functionality including: meeting performance, service, and quality
guarantees; forecasting and maintaining appropriate staffing levels; succession planning; and process improvement.
Managed associate performance, total rewards, and career development to retain and grow talent internally. Direct report
for 14 associates, indirect report to team of 48. Led operational effectiveness efforts to increase efficiency, improve
processes, and reduce operating costs. Interviewed potential candidates for Participant Services and participated in hiring
discussions for each. Built and maintained partnerships with clients and collaborated with internal legal counsel when
necessary.
 Proposed and implemented client access to case resolution tool, remotely allowing direct communication.
Conducted training at the client site. Escalated issues improved from 10% resolution to 90% within one month.
Participant Services Implementation & Ongoing Project Manager
1998 -2000
Managed customer service accuracy, feedback, and project work to ensure effective daily operation and delivery. Identified
and implemented process efficiencies to reduce overall Participant Services’ operating costs. Trained new associates on
defined contribution and health management plans, computer systems, and client databases. Created curriculum and
training materials for Participant Services representatives. Performed as client and vendor liaison for health plan and trust
issues. Analyzed data to identify trends and provide solutions to clients, improving delivery to employees. Promoted team
building to ensure the success of the call center.
Participant Services Associate
1997 - 1998
Processed transaction requests for plan participants in savings and flexible benefit plans. Supported client team
administration by exceeding performance expectations daily. Designed and delivered non-qualified savings plan training
and reference material for Participant Services Team of 120.
Eddie Bauer – Bloomingdale, IL
International outdoor outfitter and apparel retailer.
Store Manager
Managed associate staff, customer service, and store supply expenses to maintain profitability and success.
1995- 1997
Marshall Field’s – Vernon Hills, IL
1993 – 1995
Fine merchandise and service retail store within the Midwestern states.
Specialty Shop Manager
Exceeded corporate and department sales quotas daily. Generated and maintained new clientele through promotional sales
negotiated with vendors. Communicated with buyers and vendor representatives regarding current and future inventories.
EDUCATION
Bachelor of Science, Major: Advanced Technical Studies, Southern Illinois University, Carbondale, IL
Associate of Applied Science, Major: Architectural Technologies, Southern Illinois University, Carbondale, IL