Brett Beaulieu Email and Phone Number

Partner with various IDEXX team members, including sales, product management and medical consulting for the purpose of aligning communications and strategies to help resolve escalated customers' concerns. Attend monthly meetings to present team data and customer experience summaries to senior leadership and line of business team members. Coordinate and attend meetings with various business partners to discuss customer issues and how to address them. Present my teams' roles and responsibilities to customer support new hire classes, as well as help to onboard newly promoted support consultants to the senior consultant role. Often work with senior leadership, CEO's office, social media team, legal and our ethics office concerning customer escalations that are brought to their attention. Practice continuous improvement by frequently examining my team's existing workflows and applying changes to make them more efficient, as well as identifying opportunities in the workflows used by other teams, specifically those that have led to a poor customer experience. Keep track of pending, ongoing and completed process improvement opportunities via use of Gemba and Kanban boards.

Provide additional level of support to IDEXX's digital imaging customers when they need it most. Coordinate field technician site visits when appropriate, address customer concerns/issues and implement an action plan with the intent of resolving said issues in a timely manner, following up to gauge customer satisfaction upon completion of required troubleshooting/site visit. Achievements:Written and updated multiple work instructions for the customer relations teamCreated multiple eLearning 'Snippets' designed to enhance product knowledge across support teamParticipate in multiple outbound call projects to our customersPartner with various internal teams to address customer concerns with products & servicesOrganize and schedule conference calls with both internal partners and customersKeep all stakeholders updated on latest developments of any given customer situationGather and direct customer feedback up the proper channels to ensure concerns are shared with the business

Provided customer service support for Idexx's various reference laboratories located in the United States, including test information, coding and pricing. Achievements:Acted as a resource for certain technology based initiatives such as:Fax2mail serviceAvaya phone software and USB headsetsAllergy testing and immunotherapy offeringsVetConnectPlus during its early development. Allergy Team Lead:Delegated duties to other members of the teamProvided training to new team membersWrote updates to supporting documents/work instructionsCreate new documentation whenever a process/workflow has changed for the allergy line of business Partner with internal IDEXX team members as well as our vendor to resolve customer issuesAdditional achievements:Participated in multiple software testing sessions, known as User Acceptance Testing

Provided broadband internet, VOIP phone & cable TV technical support to residential and business consumers. Utilized various web based tools to troubleshoot connection issues between customer modems/cable boxes and the Time Warner Cable network, booking trouble calls, educating clients on proper use of TWC services, selling products/services and configuring modems for business clients for specific TWC services/protocols.

Responsible for installation, maintenance and repair of broadband wireless internet equipment for residential and commercial customers. Tasks included site surveys to determine site serviceability, installed 2.4ghz and 900mhz wireless radios with purpose of broadcasting and/or receiving radio signals to and from service towers, access points and customer locations. Entered data into and maintained MySQL database, programmed radios with correct operation parameters, ordered supplies, configured wireless routers for on-site operation and prepared and installed ethernet cable from exterior-mounted radios to interior pc locations.

Prepared newspaper ad layout for each week. Designed ads for newspaper, including for special sections, placing ads, photos, and text. Performed pre-press proofreading on materials.Designed “house” ads in order to promote special events featured in publications.Prepared images for printing on large-format inkjet printer-operated large format printer and trimmed images in preparation for mounting and/or laminating.Designed covers for and paginated a monthly publication.

Supported sales and production initiatives of the copy and print center and the technology/computer department of a Staples store. Operated cash register, processed UPS orders & shipments, processed jobs for copy center (binding, laminating, custom stamp creation, photocopying, photo editing/printing and other duties as assigned). Supported sales goals set by store and/or corporate such as selling peripherals for computers, cameras, printers, etc. and maintenance/product replacement plans. Participated in store canvasing and a trade show to educate customers of products and services offered by Staples.

Responsible for maintaining break schedules for front-end employees, delegating assigned tasks to employees, operating a cash register, ensuring cleaniness and organization of store front-end, assigning other tasks as necessary and providing appropriate disciplinary action regarding policy infringements. Previous positions included stockroom clerk/bagger, cashier and customer service center associate.

Provided support to faculty and students of a university campus as a work study activity. Responsibilities included maintaining the basic functionality of PCs/MACs and printers in various campus computer labs, later working exclusively in the art department's digital media lab. Provided assistance to users with basic computer/printer inquiries and provided user account registration.

Performed food preparation and cooking duties at a seasonal restaurant specializing in fast food items such as burgers, fried seafood, hand-cut fries, shakes and ice cream.