Hazel Chevrette Email & Phone Number

Palmer, Ma, Us

Springfield, Massachusetts Metropolitan Area

Springfield, Massachusetts Metropolitan Area

Remote

Hopkinton, Massachusetts, United States

• Time and Materials and Out of Warranty Latam decision-maker, oversaw and mentored 20 operations specialists.• Regional Service Leader: Implemented distinct sales functions across 33 countries, driving aggressive sales promotions that resulted in a remarkable revenue increase from $40K annually to over $2.5M annually. • Revenue generation: Drove millions in revenue from post-warranty services sales and generated leads for renewal sales buy-ins, consistently achieving 120% of revenue target. Directly responsible for over 12% of worldwide win-backs.• Design Thinking and Data Analysis: Created strategies, partnerships, and business plans to achieve organizational alignment, identifying performance gaps in content, delivery, design, and strategy. Resolved functionality concerns using operational standards to reduce maintenance costs while eliminating system downtime for customers.• Process Improvement: Proactively identified and implemented regional, national, and global enhancements. Led executive-level meetings to propose action plans, ensuring compliance and performance while enhancing operational efficiency.• Operations Analyst, Feedback, and Training: Leverage sales, marketing, and corporate expertise to coach and mentor peers seeking to improve their professional and personal relationships and communication skills. • Customer Centricity: Tailored client programs to their unique needs and collaborated to develop actionable plans that enabled them to measure progress and achieve their desired outcomes.

Hopkinton, Massachusetts, United States

• Developed a clear service vision, mission, and roadmap for Dell Technologies Time and Materials and Out of Warranty Latam, drastically improving their reliability and establishing a solid direction for future expansion. This strategic approach has positioned the organization for a prosperous future.• Frequently called upon by senior executives to take the lead in uncertain and complex situations. Successfully spearheaded numerous innovative and challenging projects with an unwavering commitment to establishing clear direction, developing efficient processes, and delivering unparalleled product excellence.• Demonstrated a consistent ability to foster and maintain robust client relationships, providing strategic guidance, partnership, and mentorship to regional leaders and partners, promoting open communication, operational excellence, and overall customer satisfaction.• Utilized a product-oriented approach to tackle intricate issues with precision and proficiency. Possess a systematic mindset to identify and analyze complexities and formulate optimal solutions. This approach ensures that the problem at hand is addressed expertly and all relevant factors are considered before implementing a resolution.• Excel in exceeding expectations and consistently achieving revenue goals with ease. With an impressive track record that is a testament to unwavering confidence, unwavering determination, and innate ability to deliver consistent results.

Hopkinton, Massachusetts, United States

Franklin, Massachusetts

• Appointed Latin America decision-maker for Time and Materials and Out of Warranty Business Units. Supervised and mentored 20 operations specialists.• Drove millions in revenue from post-warranty services sales and generated leads for renewal sales, achieving 120% of revenue target. Produced over 12% of worldwide win-backs.• Crafted and defined a game-changing service vision, mission, and roadmap for Dell Technologies T&M and OOW Latam for future expansion and revenue growth of 50% YoY.

Hopkinton, Massachusetts, United States

Hopkinton, Massachusetts, United States

Hopkinton, Massachusetts, United States

Ashland, Ma

• Managed Global Key accounts through CRM, fostering strong client relationships and generating leads.• Acted as the primary point of contact for sample requests and ensured timely fulfillment.• Directed customer service operations, ensuring high-quality support, managing customer inquiries and complaints, and providing training to the new hires.• Acted as a liaison between various departments to enhance service delivery.• Collaborated cross-functionally to optimize sales strategies and enhance customer satisfaction.

Northborough, Massachusetts, United States

Point of contact for Key Accounts (VIP Customers), the main point of contact for Branch Managers and lawn technicians. • Managed orders and treatment evaluations. Created technical evaluations, service calls, installments, special jobs, and others. • Assisted with other responsibilities and projects as needed. Helped the billing department enter checks, post payments, generate all paper/check reconciliations, and other processes.

Northborough, Ma

Hired as a contractor for the season as a Call Center Supervisor. Managed CS Reps (Created and provided training and feedback for CSRs, managed reps day to day-to-day operations and schedules).• Led call center escalation handling, managed company voice mails, and answered customer service calls and correspondence.

Marlborough, Massachusetts, United States

Project Manager • Revitalized lagging projects by implementing agile project management methodologies, resulting in on-time completion and improved team productivity by 30%.• Translated school documents and facilitated communication between children, parents, and staff in Spanish and Portuguese, fostering inclusivity and enhancing parent engagement by 40%.• Co-managed the ‘1000 Books before Kindergarten program and ran the Scholastic Reading project for 150 children. Substitute Teacher• Facilitated children's needs and transitions between school and home (Special Needs children). • Partnered with speech pathologist to implement innovative language acquisition techniques in the classroom, resulting in a 25% improvement in verbal communication skills for nonverbal/verbal children. • Cooperated closely with teachers and children in the classroom to address diverse needs and spearhead projects, fostering inclusive learning environments and achieving 25% increase in student engagement and participation.

Heredia, Costa Rica

• Spearheaded training programs and supervised a team of 85 Call Center Representatives, ensuring adherence to corporate procedures and service level agreements (SLAs) for Store and Corporate Call Centers. Trained and mentored representatives, nurturing Subject Matter Experts and ensuring consistent performance and precise execution.• Identified operational deficiencies through the thorough analysis of help desk tickets, leading to the creation of targeted Quality Assurance (QA) training. Implemented immediate corrective actions to enhance customer service quality, operational excellence, and efficiency.• Orchestrated schedules for Customer Service Representatives, strategically managing call queues to achieve a 90% SLA across Store and Corporate Call Centers. Prioritized tasks to meet performance metrics and optimize customer support.• Developed Standard Operating Procedure (SOP) manuals, comprehensive training programs, and job aids to standardize processes and foster consistent performance. • Served as the point of contact for call center escalations and inquiries, swiftly identifying process gaps and proposing practical solutions. Collaborated with management to improve operations, ensuring seamless customer service delivery.

San Jose, Costa Rica

• Data Insights: Championed time-usage studies to produce templates for process improvement that captured necessary client data while eliminating redundancy.• Pioneered Data Insights initiatives, conducting comprehensive time-usage studies and implementing streamlined process improvement templates that optimized client data utilization, reduced redundancy, and enhanced operational efficiency.• Led cross-functional teams, collaborating with internal and client-facing teams to proactively identify and address potential challenges, significantly refining business processes and ensuring seamless operations.

San Jose, Costa Rica

• Risk Management: Managed user access and permissions within SAP environments, ensuring alignment with individual backgrounds, roles, and responsibilities to mitigate risks and maintain system integrity.• Spearheaded global SAP Security initiatives, handled significant territory assignments, and efficiently addressed inquiries related to access levels in production environments.• Implemented time-usage studies to develop process improvements, streamline operations, eliminate redundancies, and optimize data capture methodologies.• Collaborated with cross-functional teams to gather insights and create data-driven strategies, enhancing overall security protocols and contributing to organizational risk management goals.