Manager Customer Service

PATRICK NICHOLS

**** *********** **. *** ******, IN 47150 **********@*****.*** 502-***-****

OBJECTIVE

Strong team player with 10+ years of experience in multiple venues including efficiency models, training and delivery, Tech support management, business analyst, Security + certification and sales experience.

SKILLS & ABILITIES

During my 10 years of experience with AT&T I worked with multiple systems to ensure efficiency.

IEX, CMS, and CRM allowed management to ensure schedule adherence and employee efficiency while on the phone.

VERINT, BOCRIS, and SIEBEL allowed me to investigate a customer’s account and identify problems areas for customers.

MERCURY allowed us to document test scenarios to ensure retention and assist in follow up test scenarios with future projects such and BBT with Bellsouth or Light speed with AT&T

Microsoft Office suite- Word, Excel, PowerPoint, and Access

Delivered MSOC (Management System and Operating Control) training to new management hires.

EXPERIENCE

PERFORMANCE DEVELOPMENT COACH – AT&T

AUGUST 2012-JANUARY 2013

Increase two-way communication between supervisors and employees

Identify and resolve performance problems

Recognize quality performance

Provide a basis for administrative decisions such as promotions, succession and strategic planning, and pay for performance.

Provide continuous coaching to management staff and Associate Directors

Provide constructive feedback to manager, Associate Director, and Director on center performance

Help manager and Associate Director to develop skills for improved perform

Perform deep dives to identify areas of opportunity on employee and management level

OPERATIONS MANAGER - AT&T

OCTOBER 2008- AUGUST 2012

Awarded highest team customer satisfaction out of 23 teams.

Exceeded target metrics on a consistent basis

Selected as a member of a national committee (MSOC), which is designed to improve efficiency for all DSL tech centers nationwide.

Responsible for teams numbers on a daily, weekly, monthly, and quarterly basis.

Performed daily meetings and performance reviews to communicate expectations for a team of 15

Developed action plans to improve daily results which led to agents exceeding target numbers

Analyzed data reports to determine areas of improvement for team

Documented all development sessions for future analysis regarding performance

Performed Associate Directors role from February 2010 through October 2010

Managed multiple center projects dealing with Workforce and Attendance.

Implement and deliver operation changes for within center for Tier 1Technical Support operations.

Present operation changes to Director and provide feedback on current metric standings

Manage up to 12 Operations Managers and up to 180 agents

Provided coaching and development to Operations Managers to ensure Managers deliver consistent and effective coaching of agents for TCRFT and First Call Resolution

Ensure all Operations Managers adhere to current MSOC model and provide feedback to ensure Operations Manager’s compliance

Motivate current Staff to meet and exceed current goals

Work with peers and superiors to develop new methods and ensure maximum efficiency and exceptional customer service

EDUCATION

IVY TECH COMMUNITY COLLEGE, SELLERSBURG, IN

AAS Information Security

GPA is 3.5

Graduation date Aug 2015

Invited to join honor society Phi Theta Kappa

Comptia Security + Certified

COMMUNICATION

While in a Training Manager/Instructor role I obtained 97.9% overall on all student surveys entailing satisfaction levels, understanding course content, and instructor competence

LEADERSHIP

I am currently the Labs officer for the computer security club. I am also in charge of Lab development for the security program at Ivy Tech Community College.

I developed, implemented, and maintained Awards And Recognition programs, including budget allocation for AT&T call centers in Louisville, KY

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