Derek Michaud Email & Phone Number

Chelmsford, Ma

Greater Boston Area

Leading a team of 10 local and remote technical support agents to assist customers and users with troubleshooting and resolving issues related to the use of the Navinet platform.Key achievements include:- Conduct regular team meetings, stand-ups and 1:1s with all team members- Focus on team competency development, productivity, motivation, and quality- Proactively seek out process improvements and execute - Ensure that all agents have the job knowledge they need to effectively meet job requirements- Ensure we have redundancy across all work-types- As a Customer Support Manager for several health insurance plans, serve as the main point of contact for communicating on plan issues that impact user satisfaction or our ability to resolve users' issues; communicate on performance proactively and ensure swift resolution of issues that have been escalated to the planKey Competencies:Listening: Understands and learns from what others sayDecision Making & Judgment: Makes timely, informed decisions that take into account the facts, goals, constraints and risksAccountability & Dependability: Takes personal responsibility for the quality and timeliness of work and achieves resultsCustomer Focus: Builds and maintains customer satisfaction with the products and services offered by the organizationResults Focus & Initiative: Focuses on results and desired outcomes and how best to achieve them Gets the job done.Teamwork: Promotes cooperation and commitment within a team to achieve goals and deliverables Providing Consultation: Partners with clients to identify and resolve complex or sensitive issuesAdvanced use of Salesforce

Greater Boston Area

Responsible for leading a team of 60 customer service representatives to assist school staff in processing student loans, monitoring daily call traffic and service levels and conflict resolution.Key achievements included:- Improved and maintained customer satisfaction score at 97%+ for the entire department (improvement of 7 percentage points)- Guided cross-functional teams to install new telephone systems and developed processes to improve team efficiencies

Greater Boston Area

Collaborated with universities to prepare and deliver training seminars for entire student bodies, facilityand staff. (Average audience capacity 50-300)Technical implementation of creating and nurturing new relationships with schools on a cross-functional level.Fulfilled schools needs through data analysis and reporting.Developed procedures and presented recommendations to improve overall student financial aid experience.Key achievements included:- Assisted school staff with technical and regulatory issues regarding the processing of federal student loans- Worked with regional sales representatives to close $400m in new business- Provided seminars for college seniors on student loans and options for repaying and postponing federal student loans (usual audience: 50-300 students)

Greater Boston Area

Responsible for leading a team of 60 customer service representatives to assist school staff in processing student loans, monitoring daily call traffic and service levels and conflict resolution.Key achievements included:- Improved and maintained customer satisfaction score at 97%+ for the entire department (improvement of 7 percentage points)- Guided cross-functional teams to install new telephone systems and developed processes to improve team efficiencies- Provided seminars for college seniors on student loans and options for repaying and postponing federal student loans (usual audience: 50-300 students)- Conducted trainings to keep staff updated on regulatory changes on federal student loans- Motivated staff members and devised development plans to reduce staff attrition

Greater Boston Area

Lead an average of 12 colleagues to meet federal guidelines and surpass individual goalsAssisted with staffing adherence, training for veteran counselors, and evaluation of new hires

Burlington, Ma

Provided counseling services to potential and current student loan borrowers regarding various options for repaying student loans; assisted students with financial aid paperwork.Key achievements included:- Consistently met monthly student enrollment goals set by the management team- Assisted the management team in development and execution of new outreach programs- Assisted with staff training and evaluation of newly hired counselors

Dover, Nh

Assisted students in processing admissions and financial aid paperwork