Michael Favreau Email & Phone Number

Burlington, Massachusetts, United States

Burlington, Ma

Burlington, Ma

Reading, Ma

As an Applications Systems Analyst I am the subject matter expert for our Customer Service groups by supporting their requirements and issue resolution around Siebel and Keurig.com. I am the resident expert in the use of these software applications, our business processes, and how we interact with our customers via the Call Center and our website. I work with my peers in the Consumer Call Center primarily, but also our Marketing group, triaging system issues that impact our customer’s experience. On an on-going basis, I also support the testing and validation of enhancements, bug/fix resolution, and small group training related to Siebel and Keurig.com. Day to day, I am directly supporting the effort to provide the highest level of satisfaction to our customers over the phone and via Keurig.com.

Burlington, Ma

Achievements:Facilitated a change in the refund process for our Canadian customers. The result was a significant cost savings and shorter turnaround time for customers: from 4-6 weeks to 7-10 days.Identified an issue in our new gift card program; once corrected, customer wait times at our retail locations were drastically reduced from hours to minutes.Supported sales staff in achieving a goal over 65 million dollars in sales.Peer recognition award for excellent sales support in 2007.Responsibilities:Product allocation - Ensure our sales staff has product to promise to customers.Provide support to sales staff - offer efficient resolution to customer issues, research backordered products and obtain payment.Accounting - Process credits, debits and purchase orders for customer accounts.Inventory management - Move products between coastal warehouses to ensure accurate delivery time to customers. Trade Show Management - Coordinating and coaching sales team to sell aviation headsets with a budget of $300k. Siebel management - Maintain and create business segments, sources, and price lists.

Achievements:• Peer recognition award for Outstanding Teamwork• Dale Carnegie award for sales excellence and customer service.• Recognition award for achieving top sales in ’98, ’00, ’01, ’03 and ‘04• Member of fraud prevention team who saved the company over $500k in stolen goods. Responsibilities:• Conducted research and participated in the development of a wide range of experiments for new and innovative methods that enhanced the value of our customer contacts. • Answered incoming consumer calls and made outbound follow up calls to satisfy customer requests and resolve customer issues as they may occur.

Bachelor'S Degree, Business/Commerce, General

Asscosiates, Business Management

Activities and Societies: Phi Theta Kappa