Mike Boudreau Email & Phone Number

Greater Philadelphia

Virtual

Virtual

Greater Philadelphia Area

Greater Philadelphia Area

Chief Operations Officer for AST (American Society of Transplantation), an association of transplant surgeons, doctors and medical professionals specializing in the field of organ transplants. Their focus is on patient advocacy and education.My role is to direct the support staff and provide strategic operations direction.

Greater Philadelphia Area

Managed contracted services teams for key customers in the greater Philadelphia area* Managed service teams at several accounts (print services, equipment support, mail room staff)* Ensured all aspects of customer satisfaction and contracted SLA's were met* Partnered with customers to identify opportunities to expand use of Xerox's services to improve.

Thorofare, NJ

• Directed Customer Service, Project and Billing teams across North America
• Managed entire cycle from order entry through installation and invoicing for over $100 million in sales
• Organized and trained new Customer Service and Billing teams as part of corporate restructuring
• Streamlined customer-to-cash cycle time by 50%
• Directed cross-functional team that installed new RFID system in 1157 Kohls stores

Mt. Laurel, NJ

• Directed 7x24 technical support/customer service contact center and strategic account service team
• Co-led cross-functional team to design and implement CRM system (SAP) saving $500,000 annually
• Led project to move Tier 1 customer service staff and telecom infrastructure to outsource partner
• Represented US on OKI corporate team that created new cost-effective warranty program
• Re-structured customer service team to improve SLA’s (First-Call Resolution, Average Speed of Answer, Abandon Rate) to industry-leading standards
• Re-designed Customer Satisfaction Program (CSAT) to capture Net Promoter Score and reduce costs

• Directed Northeast Region customer support center with 100 sales/service representatives handling 3000 contacts daily
• Re-organized call center team to reduce overhead costs by 40%
• Spearheaded service improvements initiative that led to Service Levels of 90%, ASA of 10 seconds, Abandoned Rate under 2% while reducing costs by 15%

• Directed contact centers in NJ (Rapidforms) and OH (McBee) with 100 sales and service representatives supporting multiple brands
• Directed company-wide effort improving customer satisfaction while saving $300,000 annually
• Assembled seasonal call center team responsible for $14 million holiday cards sales program

• Senior Manager of 24-hour manufacturing operation with 240 employees delivering 3000 orders daily
• Led team to achieve highest order quality score (99.8%) of all NEBS facilities for three consecutive years
• Managed integration of acquisition (RapidForms) which required increasing staff by 30% and number of products by 50%, while still reducing operating costs by 10%
• Implemented a Health Risk Management Program that reduced workers’ compensation costs from $450,000 to $157,000 over a four-year period