Customer Service Project Manager

PATRICK T. BRETTELL

**** **** ***** ***** ~ Overland Park, KS 66223

(913) 897 - 6807 ~ ***************@*****.***

SUMMARY

Innovative process improvement, problem solver, and highly productive team leader with over 20 years of

experience in business management, sales management, sales, operations management, and contract

negotiation and administration, in call center, marketing, wholesale distribution, and manufacturing

environments.

EXPERIENCE

HOOPER HOLMES, OLATHE, KS

2013

Director of Operations

Creation and management of a 90 employee Contact / Service Center start-up with multiple

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functional areas including Customer Service Operations, Case Management Operations and

Administrative Support, including staffing, training and operations.

On-site leadership over assigned functions, staff, projects and daily operations.

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Creation and implementation of the Center’s performance metrics, including quality standards

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definition for professionalism, accuracy, speed, and consistency.

Creation and implementation of policies for the division including attendance, dress code, cell

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phone usage, and general code of conduct standards.

Developing innovative operational solutions and implementation of those solutions to deliver

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quality results.

Providing strategic input to the development and growth of the Service Center.

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Providing status updates and reviews to senior management.

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Identifying and analyzing trends and communicate those trends as necessary.

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OPTUM RX, Overland Park, KS 2005 - 2013

Supervisor of Customer Service

Project Manager for Customer Service Recruiting. Have led a team of supervisors that has

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conducted over 2,450 interviews and offered over 1,800 customer service representatives positions

over seven recruiting seasons.

Project Manager for Recruiting Process Improvement. Managed a team of Supervisors who

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researched the former and current recruiting organizations and process, developed an improved

interview training curriculum and process, trained the initial Supervisor team with the new

curriculum, and performed user acceptance testing while interviewing temporary employees for

permanent positions. Process is reviewed and improved continuously.

Developed an application that rates and ranks employee performance for specified Key

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Performance Indicators on a monthly, quarterly and annual basis. Application is utilized by the

Recruiting Project Team to create rankings used in shift preferences for newly hired Customer

Service Representatives, and to evaluate and rank Temporary Employees performance when those

employees are considered for permanent positions with the company.

Created software tool to streamline time keeping process and reduced the amount of time required

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in the timecard approval process by 50%. Program currently utilized in the Call Center.

Supervise an average of 45 Customer Service Agents in an inbound call center operation.

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Responsible for training and coaching Agents to ensure that key performance indicators for

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productivity and quality are attained.

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Patrick T. Brettell cont.

H & R BLOCK, Kansas City, MO 2002 - 2003

Team Leader – Mail Services

• Designed and established the Customer Service Organization’s document imaging system.

• Mail Services group has imaged and indexed over 250,000 documents since January 2003.

• Designed and implemented a paperless document process for the Customer Service Organization.

• Designed and implemented a fax to image system that will reduce SLA for incoming faxed

documents by over 50%.

• Deposited in excess of 15,600 checks totaling more than $22.5 million.

• Designed and established the Customer Service Organization’s Mailroom that has handled in

excess of 7000 pieces of mail in a single business day.

• Developed written procedures for all areas of responsibility including the check deposits, imaging

documents and the mailroom.

• Responsible for hiring and training Mail Services staff.

GATEWAY INC., Kansas City, MO 1994 - 2001

Sales Manager

Created software tool and process to evaluate sales representatives’ performance and provide a framework for

superior performance recognition, as well as corrective action. Gateway management requested a formal

presentation of the tool, then adopted a portion of the tool’s framework to the General Sales organization.

• Created software tool and process to facilitate goal setting for sales representatives, helping representatives

to maximize goal attainment and commissions earned. This tool utilized by the Kansas City sales

organization.

• Received Sales Manager of the Month 6 times in 1998 and 1999

• Received “Top Manager” award for second quarter 1999.

• Kansas City Sales Team of the Month 9 times in 1998 and 1999.

• Motivated and coached sales teams that generated over $176 million in sales from 1998 through 2000.

• Recruited, interviewed, evaluated, and hired representatives for sales.

LIBBY CORPORATION, Kansas City, MO 1981 - 1993

Support Equipment Manager

• Managed profit center for electronic equipment manufacturer.

• Directed the sale of finished goods and spare parts.

• P & L responsibility for department including strategic planning and budget preparation.

• Directed project management for contracts including: cost proposal development, preparation, and

management, contract negotiation, and contract administration and management.

• Increased sales by an average of 30% annually while exceeding target profit margin of 30%.

• Created software tool and process to track proposals and contracts, produce status reports, print invoices and

shipping documentation, improving office efficiency and eliminating costly errors and returns.

EDUCATION, CERTIFICATIONS AND TRAINING

M.B.A., Baker University, Baldwin City, KS, G.P.A. 4.0

B.B.A., University of Missouri-Kansas City, Kansas City, MO

Certified Pharmacy Technician, CPhT

Dale Carnegie Course in Effective Speaking & Human Relations

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