Brad Theroux

● Provided expert-level support to frontline agents and management, resolving complex technical issues and escalated customer inquiries across phone, email, and live chat.

● Delivered exceptional customer experiences by ensuring first-contact resolution, maintaining QA scores above 95%, and consistently meeting or exceeding performance KPIs.

● Handled high-volume commercial and residential billing, technical, and account-related inquiries through calls, emails, chats, and escalations with professionalism and accuracy.

● Designed and facilitated onboarding, cross-functional training, and product launch programs, resulting in smooth rollouts and improved team performance.

● Managed daily and monthly scheduling for 50+ staff across departments, optimizing operational coverage and minimizing service disruptions.

● Analyzed customer feedback and call data to proactively identify service issues, reducing downtime and enhancing customer satisfaction.

● Troubleshot a wide range of platforms and technologies including Hosted Email, VoIP, Static IPs, Cisco/Juniper hardware, and secure access protocols.

● Collaborated with Sales and Support teams to identify upgrade opportunities, promote relevant add-ons, and contribute to revenue growth through upselling initiatives.

● Delivered frontline customer service for Bell Satellite TV, Mobility, and Internet Services, handling high-volume billing, technical, and escalation calls with professionalism and accuracy.

● Resolved a wide range of issues including account discrepancies, service interruptions, equipment troubleshooting, and usage inquiries across residential and business accounts.

● Provided real-time floor support and coaching to fellow agents, assisting with complex calls and promoting adherence to Bell’s service standards.

● Achieved and maintained top-tier performance metrics in areas such as first-call resolution, average handle time, and customer satisfaction scores.

● Documented customer interactions and resolutions using CRM systems, ensuring smooth follow-up and continuity of service .

● Acted as a knowledge resource for new product launches and policy updates, supporting continuous learning on the floor.

● Supervised a team of 5+ in processing and organizing hundreds of automotive parts daily for warranty return, customer and dealer delivery, recycling, and redistribution to other GM warehouses.

● Sorted, labeled, and categorized inbound and outbound parts to ensure accurate routing to storage, disposal, recycling, or redistribution, improving workflow efficiency and reducing misplacements.

● Coordinated part movement across multiple warehouse zones, including sorting docks, trailers, and outbound shipping lanes, using forklifts and powered equipment in compliance with safety regulations.

● Oversaw quality control during part sorting, ensuring all components met return eligibility, warranty standards, and accurate documentation for reverse logistics.

● Communicated daily with warehouse supervisors and logistics coordinators to meet delivery deadlines, maintain inventory accuracy, and streamline warehouse operations.

● Built strong relationships with clients and store managers, providing excellent service and maintaining a positive brand image

● Trained and supported team members on proper sorting procedures, safety protocols, and

● Collaborated with warehouse staff and dispatch to streamline truck loading processes and minimize downtime between deliveries

● Delivered friendly, knowledgeable, and personalized service in a fast-paced deli environment, preparing and serving fresh meats, cheeses, and ready-to-go items

● Maintained strict adherence to food safety and sanitation standards, including proper handling, storage, and labeling of perishable items

● Assisted customers with product selection, special requests, and dietary needs, contributing to high levels of customer satisfaction and repeat business

● Stocked and faced shelves according to merchandising plans and planograms, ensuring attractive displays and accurate inventory rotation

● Supported daily operations by organizing back stock, labeling products, and maintaining cleanliness in compliance with health regulations

● Recognized for providing consistently excellent customer service, reflected in positive customer feedback and internal commendations

● Ensured compliance with food safety and sanitation standards for food preparation areas.