Customer Service Sales

PATRICK J. MORROW

***** ********* ***** **., ******, TX 77386

281-***-**** - ****************@***.***

DIRECTOR OF OPERATIONS & GENERAL MANAGER

EXECUTIVE SUMMARY

Multi-State & Multi-Site Director of Operations/General Manager - “Diverse Business Experience” with

15+ years, proven skills among the Service Industry to include: Energy/Utility, Cable & Telecommunications,

Commercial Franchising industries.

Results driven Strategic Sales & Marketing strategies for state-of-the-art technology & exclusive Consumer

Products & Services. Skilled management & tactical execution of business intelligence & KPI’s to identify

emerging shifts in the business environment and access the economic implications through competitive analysis

to maintain operational competitiveness in the market.

Accomplished Business Operations, Entrepreneurial Spirit, Visionary & Goal Oriented Summary

$80 million annual Budgets, P&L and General 200+ employees Customer Service Call Centers -

Ledger analytical experience across multi-states Reduced Call Center labor churn by 50%, Achieved

30 sec ASA, 3% ABD, Process Improvement to

reduce AHT. (Experienced inbound & outbound)

30% - 40% profit margins achieved by identifying

process improvements, cost savings & rev growth

Deliver service excellence, high quality Technical

Standards, effective Customer Loyalty & Retention

24% Revenue growth realized Year over Year

programs, Ensure Quality Assured Service

Commercial, B2B, Mass Market Residential, Retail

Highly skilled oversight of Federal, State & Local

Sales plus Commercial Franchising experience

Regulatory Statutes, Sarbanes Oxley compliance

Superior Labor Relations - Decertified 18 year old

OSHA, MSDS, Safety First, Fleet, Inventory exp.

established CWA Bargaining Unit Agreement

PROFESSIONAL EXPERIENCE

General Manager - Coverall of North America, Houston, TX - (present) - Franchising Company governed by

the Federal Trade Commission – Commercial Janitorial.

• Franchise Business Development, Franchise Sales, Customer Sales, Customer Retention, Quality

Control, Compliance, Legal oversight, Implement Operational Business Improvement Practices

according to SOP’s & SAP’s.

• $10M Annualized Budgets, P&L financial analysis. B2B, B2C Sales, Marketing, Customer Service, HR,

AR/AP, Inventory & Customer Loyalty programs.

• Increased profitability by standardizing Operations. (Revenues +116% & EBITDA +166% of budget).

• Special Service revenues +23% yr/yr w/ improved marketing, Franchise Owner Training etc.

• Customer Retention improved +14.3%, Franchise Cash increased +19.3%, Equip. Sales +95.7%

Director of Operations - Just Energy (2008 – 2011) One of the largest Competitive Energy Retail Provider in

North America.

• Identified & crafted operational tasks to manage volumes of EDI data & Market Transactions.

• Designed process & functional business practices & methodologies along with training/QA support for

Call Center procedures to reduce call handle time & reduce market errors. Functional training to reduce

billing & service errors within the Call Center, Credit & Collections, Sales & Finance etc.

• Track, Trend Business Performance & KPI measurements & EDI transactions improving processes,

increase enrollment accuracy, improved contract imaging, ensured accurate customer billing, reduced

bad debt risks, enhanced customer service etc.

• Market Expert ensuring business processes aligned with PUCT, ERCOT market rules & protocols.

Sarbanes Oxley Compliant Operations. Developed Emergency Business Continuity Plan.

• “Get it Done” Attitude with effective business analysis to increase operational scalability for volumetric

customer growth. Responsible for 250,000 customer base across 6 states (TX, CA, PA, NJ, NV & GA).

• Curbed higher labor dependency costs by optimizing operations & scalability - (during an explosive

customer growth of +621% in 2 years.

• Changes in processing of past due accounts increased reconnect ratio from 50% to 76%.

General Manager -Echostar Communications (Dish Network) - Houston, TX (2004 to 2007)

$20 million budgets, Day-to-Day Operations of an 80+ employee technical workforce & 100 sub-contractors, 80

company fleet vehicles, service technicians, installation, warehousing, inventory, quality assurance, payroll,

human resources, risk management.

• Implemented Performance Management Objectives & improved quality scores +18%

• Reduced total cost per job by 15% with conscious & purposeful analysis of production performance

• Introduced & Piloted GM Hotline Process resulting in reduced service call rates while also improving

Quality Assurance & training standards.

• Instituted a safety culture to reduce risk, accidents along with reducing insurance liability expenses.

Director of Operations /General Manager - Charter Communications (1998 to 2003)

$80+ million annualized budgets with full P&L responsibilities across 5 state profit centers developing Capital

Planning and Operating Budgets. Revenue generation, sales, marketing, installations, technical service, technical

integrity, inbound call centers, customer service, retail centers, financials, collections.

• 250 employee workforce across 5 states & 100+ governmental franchise communities – Managed 150

CSR's in a 24/7 Call Center (200,000 calls/month)

• Increased revenues +24% in 2 years and achieved 40%+ Operating Cash Flow “OCF” margins

• Improved efficiencies for centralized & decentralized operations

• Reduced liquidated damage & equipment loss costs by 80%

• Increased employee performance/reduced employee churn with performance management objectives

• Commercial Sales contract negotiations experience (Awarded Hospital/University contracts etc.)

General Manager - TCI (Tele-Communications, Inc.) (17 Years)

Largest Nationwide Cable Company - selected change management specialist in troubleshooting under-

performing operations

• Turn around Operations Specialist for 5 separate locations - realizing Revenues Growth, Cash Flow

improvement & recognized Customer Service Excellence among Call Center operations. Awarded a

“Letter of Accommodation” from the City of Galveston

• Achieved up to 42% cash flow margins managing budgets and P&L's of $40+ Million

• Decertified the "CWA" bargaining unit agreement - after its existence & stronghold of 18 years

• Awarded Safest Operations in the State-of-Texas - Reduced accidents by 85% annually

ACADEMIC COURSEWORK & PROFESSIONAL DEVELOPMENT

http://www.linkedin.com/pub/pat-morrow/26/2b3/178

Business Administration/Business Management (BA) - Del Mar College, Corpus Christi, TX

Formal Continuing Education & Training Development

• Executive Skills Training for Managers

• Professional Development Training

• Critical Skills for Professional Managers

• Leadership Excellence & Development - "Leader as a Coach"

• Organization Design & Development - “Becoming a Customer Service Star”

• Priority Management & Project Management Training

• Acselleration Sales Training

• Mastermind Sales Training

• "How to Build a Complete Sales Person" - Achieving your Goals - Bryan Dodge Seminar

• "DDI" Interactive Labor Management

• Employee Relations - Labor Relations Training

• Management Action Program - Team Leadership

• Diversity Training - "Creating an Inclusive Environment"

• Customer 1st Training - Customer Service Program

• Smart Meter Texas Training

• Franchising & Contract Management

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