Denise Rheaume-Babcock

Dedicated time off for personal growth and completion of an MBA.

• Ensured seamless order implementation for major commercial clients through effective leadership of the project consultant team.
• Utilized CRM tools (Salesforce, SAP, DESI) to track customer interactions, identify trends, and maintain accurate records.
• Achieved a 17% improvement in team productivity through flexible project management and cross-functional collaboration.
• Maintained perfect track record with a 100% installation success rate.
• Oversaw resolution of customer escalations.
• Collaborated with sales, product management, field, and other teams to address customer needs effectively.
• Participated in cross-functional meetings to align on customer success strategies.

Chosen for the TDS Telecom University Leadership Program, a program enabling associates to gain unique experiences and insights by immersing them in key departments across the organization.

Telecom Revenue Assurance and Internal Controls (RA&IC)

(Finance - 1st Assignment, 6 months)

• Collaborated with teams and leaders to assess operational threats.
• Formed strategic partnerships to protect organization's capital and earnings
• The RA&IC team recovered over $25 million in free cash flow during the six months I worked with the team.
• Conducted investigations and enforced adherence to internal policies and controls.

Corporate Internal Controls and Audit Services (Finance - 2nd Assignment, 6 months)

• As an internal auditor, I evaluated financial and operational activities within multiple areas of the TDS family of companies.
• Ensured accurate and comprehensive documentation for decision-making.
• Presented strategic recommendations to leadership.
• Conducted in-person audits at various US Cellular retail locations nationwide.

Digital Operations 1 - SEO Optimization and Online Shopping Experience

(Marketing - 3rd Assignment, 10 months).

• Executed SEO strategies with the Digital Operations Team.
• Managed content creation tailored to boost online visibility.
• Conducted research on industry trends and best practices.
• Increased web traffic by developing engaging, keyword-rich articles.
• Implemented Agile techniques in managing projects through Jira.

Digital Operations 2 - Project Management (Marketing - 4th Assignment, 4 months)

• Directed resources, timelines, and expectations through effective communication.
• Executed strategic planning and accurate forecasting.
• Oversaw resource allocation and budgeting for rebranding project.
• Utilized MS Excel, Jira, and MS Project for project milestone tracking.
• Facilitated project alignment through regular cross-departmental meetings.

Internet Technologies and Supply Chain Management

(Corporate IT - 5th Assignment, 3 months).

• Analyzed data to generate comprehensive reports for cross-functional teams.
• Led discovery sessions with key Supply Chain and IT stakeholders to prioritize requests.
• Evaluated IT requests to ensure optimal resource allocation.

• Recruited and hired six sales professionals for TDS's Fiber launch in Central Wisconsin.
• Assisted in the development of sales strategies and tactics to increase product awareness and market penetration.
• Led Team Babcock to consistently achieve sales goals at over 150% of target.
• Provided guidance to direct sales representatives on customer service, problem resolution, and product knowledge.
• Developed performance metrics for direct sales team and monitored progress towards targets.
• Trained new hires on policies and procedures related to direct sales operations.
• Collaborated closely with marketing department on campaigns designed to drive traffic into stores or onto websites.
• Implemented incentive programs for employees based on achievement of monthly goals or quotas set forth by management.
• Identified opportunities for improvement within the organization's existing processes or systems.
• Attended regional trade shows, expositions to represent the company's products, services.
• Participated in conference calls with upper management teams from other locations across the country.
• Coached and developed entry-level sales professionals into highly successful closers.
• Achieved top-tier sales performance
• Maintained 159% sales goal achievement with Team Babcock during the two-year span.
• Led team to consistently top sales rankings across new U.S. markets
• Partnered with Field Marketing to enhance brand recognition through strategic event coordination.
• Collaborated with TDS professionals from multiple departments to secure 17 TV franchise agreements in Minnesota.
• Addressed concerns and questions from community members during town meetings.
• Enhanced customer relationships by staying engaged post-purchase.

• Guided a 17-member call center repair team.
• Managed escalations and implemented solutions effectively.
• Consistently handled conflicts with tact and professionalism.
• Maintained a 24/7 readiness for customer support inquiries.
• Assessed survey data to enhance employee satisfaction and to gauge the success of current strategies.
• Delivered customer insights to the executive team.
• Represented the Repair Team in various cross-functional meetings.
• Established essential KPIs for Customer Repair Advisors.
• Identified areas for improvement through analysis of routine assessment reports.
• Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
• Ensured adherence to company policies.
• Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
• Tracked progress on projects and provided timely feedback to staff members.
• Resolved customer complaints in a timely manner while ensuring customer satisfaction.
• Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
• Evaluated employee performance through periodic reviews and documented results accordingly.

• Guided sales teams to achieve top three nationwide status.
• Showed exceptional adaptability to constant market shifts.
• Implemented continuous improvement strategies, focusing on upselling.
• Boosted sales by 15% with effective employee development.
• Utilized diverse training methodologies, including recorded, live sessions, and self-paced assignments.
• Evaluated training outcomes regularly for ongoing enhancement.
• Established and maintained strong relationships with teams during on-site visits.
• Conducted monthly sales meetings to review performance, discuss best practices, and set goals.
• Assessed individual employee's strengths and weaknesses through observation, interviews, surveys, and testing.
• Designed interactive activities to reinforce learning objectives during training sessions.
• Created visual aids such as slideshows, videos, and handouts for use in training sessions.
• Analyzed customer feedback data to identify gaps in knowledge or skills among sales staff.
• Coordinated with other departments such as marketing and operations to ensure accuracy of information presented during trainings.
• Collaborated with managers to develop strategies for improving customer service standards across all locations.

• Directed professional growth initiatives through mentorship and coaching of the Retail Customer Service reps.
• Worked alongside HR trainers to design detailed sales course content.
• Visited TDS branches to motivate sales teams
• Conducted ongoing live evaluations of customer interactions.
• Optimized team performance by focusing on each member's unique abilities.
• Implemented and oversaw sales incentive programs.
• Developed a recorded call library showcasing exemplary customer service and sales interactions.

• Monitored both live and recorded Repair Team calls to assess consistency and quality of customer service.
• Formulated strategic action plans in collaboration with Repair Team leadership.
• Participated in daily huddles with team members in order to discuss common goals and objectives.
• Developed effective working relationships with team members across multiple departments.
• Facilitated revisions to procedures, aiming for efficient workflow and better customer experiences.
• Ensured consistent assessment of customer interactions by working closely with BPO coaches and managers.
• Provided guidance to reps in order to help them develop their skills and achieve desired goals.
• Mentored team members in order to build confidence and foster a supportive environment.
• Analyzed performance data to identify areas of improvement for individuals and teams.

• Answered incoming calls from customers and provided assistance with repair issues, product inquiries, billing questions, and other customer service-related issues.
• Provided accurate information regarding products and services while upselling additional products when appropriate.
• Assisted customers with navigating the company's website to locate desired information or items for purchase.
• Maintained records of customer interactions, transactions, comments, and complaints.
• Acted as a friendly and professional initial contact.
• Utilized effective problem-solving techniques for diffusing escalations.
• Utilized critical thinking and analytical abilities.
• Achieved excellence in quality, fostering overall organizational success.
• Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
• Developed effective working relationships with team members across multiple departments.
• Attended regular training sessions on updates and changes within the industry or organization.