ABOUT

Bass Harbor Group provides customer service consulting products that drive revenue and profit growth by optimizing your customer-facing teams and systems, resulting in an enhanced customer experience and increased customer satisfaction, loyalty and trust. Our coverage extends across the USA, with a local presence in markets such as Hartford CT, metro New York, Springfield MA, Worcester MA and Boston MA. 

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Patrick Sandefur
Managing Director

WHAT I DO:
Customer Service Experience Leader guiding organizations on how to increase service revenue, profits, CSAT/ NPS scores and employee retention through optimized service delivery and products, cost reduction, faster issue resolution and improved employee engagement and retention.

WHY I’M DIFFERENT:
I have a 30+ year record of success in delivering breakthrough improvements in diverse customer facing organizations including Customer Service, Sales, Marketing, Product Management and Business Development, giving me a unique perspective of what customers want and expect when interacting with a brand.


 

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Guillaume Gairin
Director

Guillaume Gairin is a Customer Service, Sales, Business Development and Operations Executive with a 30+ year record of success exceeding revenue and profit objectives, auditing and benchmarking of operational organizations, warranty cost optimization, service level agreement (SLA) cost reduction and pricing gap analysis. Guillaume has successfully created and delivered Customer Service strategy, go-to-market and business models, operational processes, sales offerings, tools, marketing, pricing, KPIs and CSS. French native, he has a multi-cultural experience having managed organizations in EMEA and is used to address improvements through a project management approach.