Peter Boulette
Waterville,United States
Summary
Prudent Business Intelligence Analyst providing employers with valuable and actionable insights to drive the customer experience. Practiced at filtering information to find and highlight vital metrics and revelatory findings. Proven to understand customer requirements and translate into actionable project plans. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
23
23
years of professional experience
Work History
Experience Sr Program Manager
T-Mobile
Waterville, ME
03.2019 - Current
- Deliver research and insights that inform strategic plans to lead the customer experience in Care, Wireless, and across Industries
- Provide benchmarking analysis using large data sets that highlights key areas to maintaining industry leads.
- Research, collect, and observe current wireless environments and competitor information for distribution across multiple channels
Sr Program Manager
T-Mobile
Waterville, ME
02.2016 - 03.2019
- Manage Customer and Frontline Experience Insight projects for Go-To-Market items including device and product launches, promotions, emerging issues and trends
- Analysis covers all Care customer channels including call, messaging, social, and survey related interactions
- Partner with Support teams and leadership to mitigate pain points through education, process adjustments and knowledge base content changes
Business Analyst II
T-Mobile
Oakland, ME
06.2008 - 02.2016
- Drive improvement in all company quality metrics and analyze impacting metrics such as CRT, Transfers, TPA, etc
- Make recommendations for quality improvements and pilots identifying actions, timelines, level of support, training and process impacts
- Interface and communicate quality performance and audits with Call Center General Managers, Supervisors, Coaches and Trainers
- Review quality reports and analyze trends from all data sources to determine root cause
- Partner with Operations and Site Leadership to develop action plans for improvement
Corporate Trainer
T-Mobile
Oakland, Maine
06.2005 - 06.2008
- Responsible for implementing both new hire and continuing education curriculum
- Assume the role of a supervisor, teacher, role model, and tutor, as well as taking on administrative and managerial tasks
- Responsible for developing awareness and knowledge of T-Mobile values, customer care skills, computer systems, policies and procedures.
- Developed engaging and entertaining presentations to maintain employee attention and improve impact of training
- Monitored employee progress and gave feedback to management and additional training requirements.
Credit Analyst
Bank of America
Belfast, Maine
01.2000 - 06.2005
- Analyzed customer data such as financial statements to determine level of risk involved for extending credit
- Assessed credit risk and analyzed financial statements
- Conducted financial review of customer lines of credit by assessing company financials and initiating credit application reviews
- Made decisions and recommendations about extending lines of credit
- Analyzed credit scores to determine borrowers' creditworthiness
Education
Bachelor of Science - Business, Management, Marketing
Husson University
Bangor, ME06.1990
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Messalonskee High school
1986
Skills
- SQL, Tableau
- Data Analytics
- Data Visualization
- Performance Monitoring
- Training & Development
- Business Process Improvement
- Oral & Written Communication
- Proficient in Excell, Powerpoint, Office
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Fact explains nothing. On the contrary, it is fact that requires explanation.
Marilynne Robinson
Timeline
Experience Sr Program Manager
T-Mobile
03.2019 - Current
Sr Program Manager
T-Mobile
02.2016 - 03.2019
Business Analyst II
T-Mobile
06.2008 - 02.2016
Corporate Trainer
T-Mobile
06.2005 - 06.2008
Credit Analyst
Bank of America
01.2000 - 06.2005
Bachelor of Science - Business, Management, Marketing
Husson University
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Messalonskee High school
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