Claude Bouchard Email & Phone Number

Las Vegas, NV

Sterling, VA

• Addressed and resolved customer issues regarding extended service plans for consumer electronics and appliances escalated to the executive and corporate levels. Was specifically selected for this unique and newly.
• Determined best resolution based on the nature of the complaint, the customer’s demeanor, the type and price of the product involved, and the possibility of further escalation.
• Engaged other departments as needed, and shared determinations as to where people or process failures occurred.
• Successfully resolved 98.3% of cases, with only 5 escalated to a higher level in an attempt to obtain a different resolution during entire tenure in position.
• Consistently exceeded standards for call response time and resolution.
• Provided a summary of escalation and account history to the executive level detailing the resolution and any corrective action, and weekly reports to other management teams.

Sterling, VA

• Reviewed recorded call center interactions between agents and customers.
• Analyzed data obtained during call reviews to determine trends and suggested training and coaching to correct and refocus behavior.
• Wrote and produced month-end analysis which included recommendations to management.
• Conducted semi-monthly team conference calls with supervisors focusing on improving levels of customer satisfaction and working towards recertification from JD Power & Associates.
• Conducted one-on-one phone meetings with supervisors to further expand on team conference calls and discuss issues specific to their agents.
• Participated in developing agent quality guidelines.

Columbia, MD

• Held responsibility for the marketing and advertising of services and the day-to-day operations and infrastructure of the Eastern division office for this nationwide construction subcontractor.
• Produced and assembled company profiles and pre-qualifications targeted to specific customers and general contractors.
• Obtained all necessary bid materials such as bid forms, bid bonds, and insurance forms, and ensured they were complete and accurate.
• Ordered and maintained an adequate supply of product literature and samples.
• Processed, logged, and stored all contracts and related documentation before and after full execution.
• Implemented creative measures to save operating costs.

San Mateo, CA / Owings Mills, MD

• Provided direct leadership to six shift supervisors with overall responsibility for 80+ employees handling over 10,000 calls per day in a 24-hour, multi-lingual inbound call center assisting customers with lost/stolen.
• Scheduled agents to provide adequate coverage across three 8-hour shifts.
• Ensured all service goals concerning length of calls and queue waiting times were met.
• Presented daily service goal reports to the vice president and met with department managers to review previous day’s call statistics on a daily basis.
• Streamlined information gathering process and tightened agent scripts. − Efforts decreased customer queue time by up to 40% and reduced agent talk time by 70 seconds.
• Implemented program requiring supervisors to monitor each employee for 10 calls each month, in addition to the 10 calls monitored by quality assurance. − Process helped identify coaching needs and led to improved.