MARK NADEAU

50 Nuthatch Lane, Taunton, MA 02780 - 508/245-2772 (C)

Email: mrnadeau@comcast.net
SUMMARY

4/2006 1/2017
Benefit Concepts a Division of WageWorks, E. Providence, RI
8/2015 1/2017
Crosby Benefits a Division of WageWorks Newton, MA

DIRECTOR OF CONTACT CENTER OPERATIONS

Manage a Contact Center Operation of 50 people that provides customer service for a national
company.

Completely reorganized the departmental overlay

Developed the call flow for incoming calls for all lines of business
Increased productivity by 25% for all CSRs within 1 year
mplemented a training program to train CSRs on all lines of business
Created the Best Practices Program for CSRs
Designed a Call Monitoring Program to increase overall customer satisfaction
Met or exceeded Contact Center Performance Goals necessary to meet client demands
after completely reorganizing the department within 6 months, which saved the company
over $15,000 a month
Identified all areas of the business and learned to become proficient on COBRA, FSA,
and Active Employee Benefit enrollment Contact Center Administration
Identified the need for an upgrade to existing Contact Center Technology, researched and
procured multiple companies and made the presentation to the owners and CIO as to my
recommendation. The solution provided help to reduce incoming calls by over 30%,
thus reducing FTEs by 6. ROI was be reached within 1.5 years. The chosen system
was Interactive Intelligence.
Assisted in the design and recorded all IVR voxs, implemented new workforce
management system, Quality Score cards for both phone and email, and created after call
Survey in order to create efficiencies and converted incoming email system from manual
to ACD interactions.

1987-2006
Jordans Furniture, Taunton, MA

A SENIOR CUSTOMER SERVICE MANAGER with extensive experience in all phases of customer
service operations. Noted for the ability to create and manage a multifaceted service program
that maximizes customer satisfaction and retention. Skilled at identifying and anticipating
customer service needs and presenting effective solutions. Recognized for the ability to create
systems and procedures that improve operational and individual productivity.

- Customer Service Operations Development and Management

- Information Systems Design to Track and Monitor Returns/Service Calls
- New Product Customer Warrantee Program Creation, Development and Management
- Customer Care Program: Inspections, Returns, Customer Escalations
- Service Quality Reporting: Returns Tracking and Problem Resolution
- Furniture Parts Inventory Creation and Oversight
- Budget Development and Management
- Call Center Operations
- Employee Selection, Development and Management

Computer Knowledge: MS Office, Call Center Software: TASKE, PraireFyre, GE Retail

Systems, Arclogistics Routing System

SENIOR CUSTOMER SERVICE MANAGER

2002-2006

Managed an operation of 120 people that provided customer service in the areas of call center
operation, in-home repairs, returns, parts, and warranty programs for a $275 million regional
business.

Designed the method to utilize Arclogistics Routing System to effectively and efficiently
route service calls. This method saved our routing coordinators 50% of their time doing
the actual routing and created efficient routes for our technicians.

Established reporting guidelines to monitor and track reasons for service calls and returns
which defined multiple areas that needed improvement. These guidelines reduced service
calls in one key area by approximately 80% - 90%.

Created and negotiated 2 new warranty programs and improved existing warranty
programs which increased the warranty business by over $2 million in gross sales.

Proposed, facilitated, and managed the creation of a new Parts Inventory Control System.
This new system gave the company the ability to resolve customer issues immediately,
eliminated the need to place merchandise in an unavailable for sale status and
significantly improved customer satisfaction.

Hired, inspired, motivated, and educated many employees who succeeded in furthering
their career or became stellar performers.

Implemented the use of new call center software, Prairefyre, as well as worked with the
software vendor to enhance the program. Software enabled the company to more
accurately monitor and report on CSRs (Customer Service Representatives)
performance, which then led to increased CSR productivity.
 Facilitated the move of the call center from Avon, MA to Taunton, MA to insure there
was no interruption of service, and all personnel and equipment were functional the next
business day.

Created, trained and implemented the charging for service program. This program
reduced courtesy calls by 52% and saved $25,000 in the first quarter of its
implementation, while continuing provide unparalleled customer service.

CUSTOMER SERVICE MANAGER 1999-2002

facilitated the creation of a Customer Care Team and established processes and
procedures to handle all email inquiries, customer letters, escalated customer situations,
and manufacturer delays. A contribution of this new team was a 50% decrease of
multiple exchanges.

Created and implemented the Red Flag Program which identified customers who had
multiple problems. This program now insures immediate customer satisfaction.

Identified and pursued the need to lease smaller vehicles with all/front wheel drive for
service Technicians. This lease program helped reduce fuel bills and accidents.

Collaborated in the creation and development of an incentive program for the call center
representatives which increased the average CPH (Calls per Hour) by 2 and reduced
returns by 30%.

ASSISTANT CUSTOMER SERVICE MANAGER 1987-1999

Designed and implemented procedures to automate service call scheduling and parts
ordering through the GERS computer system.

Developed and implemented a delivery Driver Credit Program. This program identified
the owner operators who could help identify furniture defects prior to customer delivery
that were missed in the QC prepping process. Program enhanced customer satisfaction.

Responded to all consumer complaints including but not limited to Small claims actions,
Better Business Bureau complaints, any consumer Protection Group.

SEMINARS

Business Writing & Editing

Dealing with Difficult Customers
Managing Problem Employees
Member of the NECCF
Former Member of the Board of Directors for the Better Business Bureau of MA