Customer Service Manager

GARY PATRICK

P.O. Box ****** Orlando, Florida ***162

407-***-**** ****.*******@*****.***

Customer Care Call Center Executive

Operations Management, Outsourcing, Client Services, Program Management

Results oriented, professional Call Center Executive with over 20 years of extensive national experience

and expertise in TQM, operations management, personnel management, customer service, multi-site

organizational establishment, development and program management. Proven leader with excellent

interpersonal and communication skills. Expert skill levels in recruiting, staffing, scheduling, training, team

building, staff management, motivation, planning, problem resolution, and procedural development.

Demonstrated achievements in building and developing productive relationships with multiple clients and

vendors while meeting or exceeding key performance indicators (KPIs) and profitability targets. Previous

DOD Security Clearance and current qualification eligible. Available for immediate relocation.

Conceptual Guidance Recruiting and Retention Quality Improvement

Training and Development Business Restructuring Profit and Loss (P&L)

Project Management Human Resources Management Organizational Change

Process Improvement New Product Implementation Executive Presentations

PROFESSIONAL EXPERIENCE

Gary Patrick Consulting - Orlando, Florida (2008-2009)

Director / Owner - Call Center Consulting (CallCenterSolutions4U.com)

Performed personalized Call Center and Management Consulting functions for a variety of private and

public businesses. Consulting functional areas include: organizational establishment and review,

consolidations and liquidations, management training, coaching and mentoring, agent training, operations

management, program development, process improvement, recruiting and retention, staffing analysis,

scheduling, productivity evaluations, customer interactions, quality reviews and independent monitoring.

• Developed a consolidation and liquidation program for a national telecom services company.

• Designed scheduling scenarios for a small healthcare company resulting in an overall savings of

31% while maintaining desired service levels.

• Provided last minute efficiency consult to BPO Client with ensuing economies of $10K monthly.

• Planned and organized the set-up of a financial services call center on schedule and under budget.

• Trained supervisory personnel in a security services sales center allowing them to launch a new

call center with positive operational results beginning in the first month.

• Educated numerous business and financial leaders on various call center subjects through the

Gerson Lehrman Group Council (GLG).

• Participated in consulting projects via telephone and webinar with a variety of financial analysts

requiring immediate feedback.

• Supplied information to local non-profit organizations within areas of expertise.

Gary Patrick Page 2 ****.*******@*****.***

Metro One Telecommunications - San Antonio, Texas and Orlando, Florida (1999-2008)

Assistant Vice President and General Manager (Southern Region) (2002 – 2008)

Directed operations influencing the performance and profitability of high volume, multi-site, 24/7

Customer Service Call Centers; to include: recruiting, staffing, scheduling, productivity, quality, and

efficiency. Peer Leader, Mentor, and Subject Matter Expert within the region for seven Centers.

Corporate Subject Matter Expert in all areas related to efficiency, team building, recruiting, personnel

development, staffing and scheduling. Call Center Manager for large (350+ reps) centers.

• Developed and implemented new BPO services for carrier clients Sprint, Nextel, AllTel, Hawaiian

Telcom, SunCom and AT&T, including Bilingual Services adding 12% to revenue growth.

• Integrated proprietary, best practices scheduling and forecasting analysis and redesign for all

centers (7) in the region resulting in 8%-19% efficiency increases with savings in all centers.

• Designed and launched a contact center recruiting program realizing advertising budget savings of

over 70% while meeting or exceeding all staffing requirements.

• Integrated business, school and government partnerships to reduce operational costs.

• Trained Call Center Managers and Supervisors in proper utilization of resources resulting in

productivity increases of 10% or more in all cases.

• Rolled out new client services in record time with exemplary results.

• Ranked in the top 15% for all operational years based on best practices measurements in all

metrics. Mentored centers also ranked in the top half of the company.

• Performed nationwide duties of the Corporate Operations VP during his absences and upon his

retirement, reported directly to the COO and CEO.

• Organized the project planning for company restructuring.

General Manager (2000-2002) Operations Manager (1999-2000)

Managed performance and profitability of a high volume, 24/7 Customer Service Contact Center; to

include: recruiting, staffing, scheduling, productivity, quality, and efficiency. Assisted the Regional Vice

President in startup operations required to build and staff new 24/7 call centers, while maintaining and

improving the operations, service levels and key performance indicators of the San Antonio Center and

later, the Orlando Center. This culminated in promotion to Assistant Vice President.

• Managed the recruiting, staffing and scheduling functions of the centers through product launch

saving 35%-45% over previous opening costs.

• Achieved or exceeded quality and productivity goals every month from opening day forward.

Established new benchmarks for the company resulting in Top Call Center of the Year.

• Reduced agent/operator call processing time 21% through implementation of a training program to

assist agents/operators in call control with quality.

EDUCATION

Business Management Degree – Columbia College, Columbia, Missouri

OTHER CREDENTIALS

Public Relations Director – International Customer Service Association (ICSA)

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