Peter Boulette
Waterville,ME
Summary
Talented professional promoting 20 years of experience producing exceptional reporting and insights from complex data analysis along with managing KPI dashboards for appropriate stakeholders. Practiced at filtering information to find and highlight vital metrics and revelatory findings. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
21
21
years of professional experience
Work History
College Savings Program Customer Success Officer
Finance Authority of Maine
09.2023 - 12.2025
- Providing provide day-to-day oversight of customer experiences including marketing, outreach, and customer communications, for Maine's Section 529 college savings program
- Implemented process improvements to enhance operational efficiency within the team
- Collaborated with cross-functional teams to streamline communication and project execution
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities
- Improved department efficiency by streamlining and implementing policies and processes
Sr Program Manager-Programs & Strategy
T-Mobile
03.2019 - 04.2023
- Performed multiple quantitative and qualitative research projects on base of 30+million customers to define performance and establish strategies for customer experience program
- 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
- Expanded and managed competitor insights program providing hands on user information for benchmarking and best practices
- T-Mobile has held the lead among major carriers for Net Promoter Score (NPS) for 48 of the last 60 months since October 2016, according to the HarrisX Mobile Insights Survey, which surveys 300K+ wireless customers annually
Sr Program Manager- Go-To-Market Insights
T-Mobile
02.2016 - 03.2019
- Managed Customer and Frontline Experience Insight projects for Go-To-Market items including device and product launches, promotions, emerging issues and trends
- Analysis covered all Care customer channels including call, messaging, social, and survey related interactions
- Partnered with Support teams and leadership to mitigate pain points through education, process adjustments and knowledge base content
- Reported program results to customers and stakeholders to facilitate change management activities
Business Analyst II
T-Mobile
06.2008 - 02.2016
- Interface and communicate quality performance and audits with Call Center General Managers, Supervisors, Coaches and Trainers
- Reviewed quality reports and analyze trends from all data sources to determine root cause
- Communicate analytic findings to ensure operational adherence to customer satisfaction quality program
- Member of National Customer Experience Committee, designed to create, align, and adapt programs that led to T-Mobile winning 11 of 13 bi-annual JD Power awards for highest customer satisfaction in the wireless industry
Corporate Trainer
T-Mobile
06.2005 - 06.2008
- Responsible for implementing both new hire and continuing education curriculum
- 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
- Achieved highest internally measured training score averages amongst all trainers
- Trained 100+ customer care representatives during launch of Oakland call center
Education
Bachelor of Science - Business Administration And Management/Marketing
Husson University
Bangor, ME06-1990
High School Diploma -
Messalonskee High School
Oakland, MESkills
Business analysis Policy and procedure improvements Powerpoint Business Intelligence Process improvement Cross functional team builder Data collection & research Data visualization Data analytics Office Data management Business Process Improvement Microsoft Office Root cause analysis Training & Development Proficient in Excell Predictive analytics Oral & Written Communication Performance Monitoring Project management Data Analysis Research Data collection
Timeline
College Savings Program Customer Success Officer
Finance Authority of Maine
09.2023 - 12.2025
Sr Program Manager-Programs & Strategy
T-Mobile
03.2019 - 04.2023
Sr Program Manager- Go-To-Market Insights
T-Mobile
02.2016 - 03.2019
Business Analyst II
T-Mobile
06.2008 - 02.2016
Corporate Trainer
T-Mobile
06.2005 - 06.2008
Bachelor of Science - Business Administration And Management/Marketing
Husson University
High School Diploma -
Messalonskee High School