CONTACT CENTER AND WORKFORCE ENGAGEMENT MANAGEMENT INNOVATOR. THOUGHT LEADING ADVISOR.
Over 17 Years as Part of the Customer/Client Relationship Industry
Patrick has significant experience with large multi-site operations (300+ direct/indirect reports), process analysis/improvement, RFP development, SAP AFS interface/business lead and product/program management.
He deeply understands and has experience with contact center technology focusing on improving the customer experience (Workforce optimization (Workforce Management, Quality Management to include speech analytics, Performance Management to include gamification)). Patrick has demonstrable skills in being able to:
- Manage client expectations and needs to ensure progress toward our goal(s)
- Manage all aspects of programs/projects to ensure all deliverables are completed accurately and on time
- Increase sales and profitability by identifying opportunities and implementation of business strategies to optimize profit
- Proactive development of a product/program aimed to increase KPIs
- Strong experience in analyzing sales data in an effort to create projections for customers buying patterns and to aid in the development of an overall business strategy
- Observe changing industry standards, norms and market trends to stay ahead of competition
- Strong ability to complete/review/enhance volume forecasts
- Extensive background in project management with experience in Agile and Waterfall methodologies
- P&L management – budgeting – ROI performance analysis
- Draw actionable insights through in depth analysis (Excel Wizard)
Specialties: Managing projects and building relationships/confidence has been my specialty by providing relevant insight and suggestions to drive business forward and upward. I have a strong analytical and business savvy mind and I’m constantly seeking ways to improve myself and my business.
Advanced: Excel, PowerPoint, Word, Access, Visio, MS Project, Salesforce
Moderate: HTML, Tableau, Apollo, SQL
