Nadia Nadeau

• Directed a team of 7+ product owners and business analysts to achieve key project milestones and strategic goals.
• Developed and implemented strategies to improve operational efficiency and customer experience, resulting in a 76% Chatbot deflection rate.
• Achieved significant call savings of 1.8 million in 2023, surpassing the set goal of 1.2 million.
• Coordinated cross-functional efforts to enhance project outcomes and ensure successful project execution.
• Managed relationships with external vendors to negotiate contracts and minimize costs.
• Analyzed customer feedback to identify areas for improvement.
• Collaborated with development teams to ensure successful delivery of products.
• Collaborated with design team to come up with product look.
• Managed pre-production and production product deployments.

• Led the development and management of Charter's "Chat With Us" platform, overseeing intelligent virtual agent (IVA Chatbot) and asynchronous messaging (Live Chat).
• Spearheaded initiatives encompassing chat self-service strategy, bot automation, digital adoption, product management, program delivery, operations support, routing, platform stability, KPI definition, microstrategy reporting, and collaborative team building with various business partners.
• Led initiatives to improve customer experience and operational efficiency.
• Achieved and maintained key performance metrics, significantly contributing to overall business goals.
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• Collaborated with development teams to ensure successful delivery of products.
• Managed sprints and monitored progress against project timelines.
• Communicated regularly with stakeholders to ensure alignment on product strategy and vision.
• Conducted market research to understand competitive landscape and trends in the industry.
• Identified risks associated with product initiatives and proposed mitigation strategies.
• Facilitated daily stand-up meetings to review progress towards sprint goals.
• Assessed business value of new features prior to implementation.
• Monitored performance metrics post-release to evaluate success of new features or products.

Engagement & Client Journey Management at Comcast Communications, Time Warner Cable, and Charter Communications:

• Facilitated culture changes, leadership development, and client engagement best practices to drive enterprise-wide transformations within the telecommunications industry.
• Oversaw the deployment of Net Promoter Score (NPS) initiatives for senior leaders, site leaders, and frontline employees, leveraging workforce engagement to enhance customer experience and build/maintain customer loyalty.
• Assumed a dynamic and cross-functional role supporting all aspects of the Net Promoter System across Comcast, both Nearshore and Offshore, contributing to large-scale transformational efforts.
• Collaborated on team projects for NPS initiatives, including operational integration, program governance, survey rationalization, tool enhancements, and metrics quality, demonstrating proficiency in managing complex, organization-wide initiatives.
• Executed key research and analysis to enhance NPS performance, utilizing workforce insights to support business objectives and drive continuous improvement.
• Conducted assessments to identify root causes of issues causing employee or customer frustration, providing actionable recommendations for issue resolution and process improvement.
• Monitored and reported ongoing performance, leveraging workforce feedback and insights to improve company processes and drive positive outcomes.
• Trained and developed division, region, and local site leadership on Net Promoter Score, System, Medallia, Elevation Tool, and Change Management/ADKAR, playing a pivotal role in equipping the workforce to drive transformational change.
• Co-designed and implemented the NPS Sustainment 2.0 operating model, outlining the company's approach for driving tNPS improvement and reinforcing core NPS and quality behaviors, resulting in substantial tNPS growth.
• Trained 5,000 mid-management and C-Suite executives worldwide, contributing to a 20%+ improvement in churn and attrition rates.
• Conducted regular audits of operational processes in order to identify areas for improvement.
• Monitored customer feedback through surveys or focus groups in order to improve customer experience.
• Participated in strategic planning sessions regarding long-term goals for growth of the company.
• Identified potential solutions to issues and implemented tactics to promptly resolve.
• Led startup and creation of operational procedures and workflow planning.
• Enhanced operational performance by developing effective business strategies, systems and procedures.
• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
• Formed and sustained strategic relationships with clients.
• Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Created effective business plans to focus strategic decisions on long-term objectives.
• Structured HR consulting services to support clients during organizational developments and changes.
• Created brand awareness campaigns to increase customer base.
• Negotiated contracts with clients for services rendered.
• Collaborated with marketing team on branding strategies for products and services offered.
• Actively participated in industry associations to stay up-to-date on best practices and regulations within the field.

Led a dynamic inbound Retention team of twenty-two associates and two lead associates, steering performance in Revenue, Call Quality, and Competition as the Call Center Retention Manager. Prioritized Delivering Value, Empathy, and Overcoming Objections to boost customer services, aiming to reduce voluntary churn for Time Warner Cable Mid-West Division.

• Played a pivotal role in fostering the growth of the Retention department, creating and organizing daily, weekly, and monthly reports to drive performance and increase sales. Spearheaded recruitment, interviews, hiring, and training of direct staff.
• Cross-trained Mid-Ohio divisions in ICOMS for Retention Virtual Call Handling.
• Implemented and automated Retention payroll processes.
• Crafted the Mid-Ohio Retention Scorecard and Performance Improvement Plan.
• Achieved a 12.9% increase in Revenue Retention Rate while providing insightful feedback during weekly team meetings on product knowledge, pricing, billing, and competitive offers, contributing to the retention and value delivery to existing and new customers.
• Elevated Enterprise Quality Monitoring scores by 15%, establishing the division as the most improved in retention within the region. Monitored calls to enhance quality performance and customer experience.
• Ensured service level expectations exceeded by optimizing staffing, break, and lunch schedules, and monitoring live CMS supervisor reporting.
• Directed and supervised team of 15 employees in daily operations.
• Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
• Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
• Monitored employee productivity levels on a regular basis to identify areas of improvement.
• Evaluated employee performance through periodic reviews and documented results accordingly.
• Created new strategies for improving customer service standards within the organization.
• Implemented cost-cutting measures without compromising quality of services offered.
• Collaborated with other departments to coordinate workflow processes between teams.
• Developed marketing plans that helped increase sales revenue by 20%.
• Reviewed completed work to verify consistency, quality and conformance.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
• Monitored operations and reviewed records and metrics to understand company performance.

Oversaw teams of Residential Inbound and Outbound Sales representatives, utilizing ICOMS to generate residential sales, upgrades, and leads through inbound and outbound calls. Drove revenue performance by promoting new core services, upgrades, and ancillary products. Collaborated closely with outsourced vendors, including Evergreen, Infocision, Allconnect, and White Fence.

• Supervised a direct staff of 30 part-time outbound sales representatives and 14 full-time inbound sales representatives.
• Conducted interviews, made hires, and provided training for new sales associates, ensuring alignment with department objectives and customer satisfaction goals.
• Played a pivotal role in the growth and development of the Telesales department, including training agents in ICOMS and organizing contests to boost motivation and increase sales.
• Actively participated in the ICOMS conversion project from CSG, collaborating with Convergys project manager teams for outlining requirements, user end testing, representative training, and go-live floor support.
• Contributed to operational process recommendations and standardization, particularly in relation to the ICOMS billing system.
• Negotiated and implemented Train One sales training, an online program by Jeffrey Gitomer.
• Mentored representatives for career advancement through strategic training and meetings tailored to departmental needs.
• Developed sales scripts and presentations for outbound telemarketing campaigns, utilizing predictive dialers to import leads from ICOMS and generate candid dialer reports.
• Shared and coached best-demonstrated practices to enhance sales performance through training, incentives, and regular coaching sessions.
• Managed service levels through staffing optimization, break and lunch schedules, and monitoring via CMS supervisor and auto dialer systems.

Managed a call center with over 70 Customer Service representatives, overseeing billing inquiries and upgrade opportunities in ICOMS.

• Pioneered the creation and development of the Outbound Telesales department, successfully implementing the predictive dialer (formerly TDI or Tele Direct) for sales and customer projects.
• Played an active role in the ICOMS conversion project from AS400, collaborating on outlining requirements with Convergys project manager teams, participating in user end testing, training representatives, and providing go-live floor support.
• Contributed to recommendations for operational processes and standardized procedures related to the ICOMS billing system.
• Delivered ICOMS billing system user end training to all new hires.
• Supervised daily activities, including payroll production, customer interactions, telemarketing calls, and maximizing staff efforts through continuous coaching and goal setting at both departmental and individual levels.
• Assisted in training new telephone representatives on department procedures, telephone techniques, legal requirements, and product portfolio objectives to drive increased sales and customer retention.
• Facilitated the creation of a team-oriented environment, fostering collaboration among team members, front-line staff, and other departments.
• Resolved escalated customer service issues to ensure a positive customer experience.
• Led by example to align employee behavior and practices with TWC mission and values.
• Played an essential role in leading teams through various company reorganizations, navigating successful changes.