André Arsenault Email & Phone Number

United States

Salem, Massachusetts

• Introduced improved sales strategy to exceed revenue and membership goals for launch of Cabot Prime and Cabot Prime Pro services producing $250,000 in sales in first quarter of launch
• Improved operational efficiency and enhanced support provided to over 7,000 active subscribers by refining existing processes and procedures
• Developed a welcome campaign to nurture new subscribers and establish a strong relationship of trust from the start
• Increased the annual retention rate of new subscribers from 55% to 59%
• Optimized monitoring and maintenance of existing computer equipment consisting of over 40 devices ranging from computers, servers, routers, switches, databases, and networks within the organization
• Enhanced inter-departmental cooperation by refining company communication habits, mentoring staff, and creating a true atmosphere of teamwork

Salem, Massachusetts

• Expanded staff of customer service representatives to provide support to a peak of 12,000 active subscribers
• Introduced standardized procedures to regulate and track all components of our subscription management software to ensure successful processing of over 300 daily charges
• Achieved successful setup and maintenance of the THINK Enterprise system within strict six-month deadline
• Provided 1 on 1 staff coaching and training to meet service expectations
• Generated and hosted 25 live webinars for marketing, support and educational trainings
• Installed, configured and maintained cloud based Digium Switchvox phone system for up to 17 users

Andover, Massachusetts

• Managed and developed a staff of 8-12 product specialists directly responsible for acting as subject matter experts on all products including 401(k) and 529 plans
• Improved direct staff assignments to top selling (Premier) advisors
• Developed training and incentive contests to help develop over 500 sales intelligence leads to pass to wholesaling teams
• Partnered directly with internal sales partners in Putnam Retail Management to provide consultative guidance on complicated product proposals and sensitive account resolution with plans ranging from $1 to $3 million.
• Contributed as subject matter expert on joint operations and sales conference calls
• Acted as dedicated contact for large accounts over $1 million by providing 1:1 operational support

Andover, Massachusetts

• Assisted in supervising a team of 60 college interns as well as 20 tenured client service representatives in servicing incoming client phone calls
• First point of contact for client service representatives seeking technical assistance in resolving customer needs
• Responsible for teaching software and communication skill sets to employees to make certain world class customer service is provided
• Resolved escalated phone calls by satisfying clientele needs to ensure loyalty and retain assets

Andover, Massachusetts

• Received upwards of 70 daily inbound phone requests and responded to client needs while building knowledge of company products to differentiate the special services provided
• Collaborated with internal resources to improve service and customer satisfaction