Ethan Nadeau
Portland
Summary
Quality Coach with extensive experience in quality assurance protocol implementation and oversight. Expertise in process improvement, team training, and effective issue resolution to enhance product quality. Proven track record of improving service quality, minimizing downtime, and boosting operational efficiency.
Overview
8
8
years of professional experience
Work History
Quality Coach, Subject Matter Expert
Prudential Financial
Portland
03.2024 - Current
- Evaluated call recordings to ensure compliance with quality standards.
- Analyzed customer service calls, providing feedback to agents on improvement areas.
- Identified agent performance trends, recommending enhancements through one-on-one coaching.
- Generated and presented reports summarizing key improvement areas for management review.
- Monitored customer interactions to verify adherence to company policies.
- Collaborated with managers and technical leads to achieve quality objectives.
- Participated in weekly leadership meetings to discuss quality assurance initiatives.
- Provided technical support during peak periods or when additional assistance was required.
Senior Customer Service Associate
Prudential
Portland
09.2018 - 03.2024
- Assisted customers with inquiries and resolved issues efficiently.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Researched technical problems reported by customers and provided detailed solutions.
- Utilized a variety of software applications to respond quickly to customer queries.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Implemented new procedures based on changes in company policies or regulations.
- Identified potential areas of improvement within customer service operations and communicated recommendations to management team.
Forklift Operator
Nestle Waters NA
Hollis Center
04.2018 - 08.2018
- Efficiently loaded pallets onto trailers for shipment, maximizing space utilization.
- Monitored warehouse aisles to prevent collisions with pedestrians and equipment.
- Ensured adherence to safety procedures while operating forklifts to minimize risks.
- Maintained accurate inventory records utilizing warehouse management systems for accountability.
Snowmaker, Lift Attendant, Tubing Park Attendant
Okemo
Ludlow
10.2017 - 04.2018
- Operated snowmaking machines to generate artificial snow for ski slopes.
- Monitored lift operations to identify mechanical issues and safety concerns.
- Ensured adherence to safety protocols during passenger boarding and machine operation.
- Provided timely customer service by addressing guest inquiries effectively.
- Assisted in setup and dismantling of snowmaking systems each season.
- Stopped operations immediately due to hazardous conditions or equipment malfunctions.
- Maintained compliance with safety protocols in cold, outdoor environments.
Education
Some College (No Degree) - Aerospace Engineering
Kansas State University
Manhattan, KSSome College (No Degree) - Computer Science
Southern Maine Community College
South Portland, MESome College (No Degree) - Computer Science
Southern New Hampshire University
Hooksett, NHSkills
- Quality assurance
- Performance analysis
- Coaching techniques
- Compliance evaluation
- Report generation
- Customer relationship management
Timeline
Quality Coach, Subject Matter Expert
Prudential Financial
03.2024 - Current
Senior Customer Service Associate
Prudential
09.2018 - 03.2024
Forklift Operator
Nestle Waters NA
04.2018 - 08.2018
Snowmaker, Lift Attendant, Tubing Park Attendant
Okemo
10.2017 - 04.2018
Some College (No Degree) - Aerospace Engineering
Kansas State University
Some College (No Degree) - Computer Science
Southern Maine Community College
Some College (No Degree) - Computer Science
Southern New Hampshire University
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