Manager Customer Service

Patrick D. Minnich

717-***-**** **** Coriander Way Harrisburg, PA 17112 ************@*******.***

CUSTOMER CARE OPERATIONS LEADER

Accomplished and results oriented care center professional with over twenty years of experience and strong track record of guiding companies to greater efficiency and customer satisfaction. Motivated leader, team player, and effective communicator with proven success in consistently exceeding expectations, delivering exceptional quality assurance, and increasing performance. Personal qualities include integrity, strong work ethic, self-motivated, and flexibility.

Customer Satisfaction

Process Improvements

Operational Efficiency

Employee Relations

Recruiting Top Talent

Training and Development

Motivational Strategies

Team Leadership

Cross Functional Collaboration

PROFESSIONAL EXPERIENCE

COMCAST CABLE, Harrisburg, PA 2009- 2016

Customer Care Manager

Provided leadership and motivation across multiple teams of supervisors and agents to insure consistent messaging and customer satisfaction

Accountable for the direction of personnel functions including hiring, development, coaching, conflict management, and file maintenance

Monitored and evaluated daily operations and developed action plans to maximize center efficiency

Conducted regular calibration and skip level sessions to solicit feedback on current processes and procedures

Initiated change strategies to increase metric performance and efficiency

Created career advancement action plans which supported the professional growth of supervisors and agents

Nominated to act as the Customer Experience Ambassador to create and implement strategies to insure positive customer interactions and high engagement

Leveraged cross functional relationships to insure that appropriate goals and achievable metrics were consistent across multiple platforms

Developed effective motivational techniques and rewards programs to maximize selling opportunities and to increase morale

Facilitated presentations including onboarding, review of policies, and metric expectations for over sixty new hire classes

Set a positive example for all employees by consistently displaying professionalism, positive attitude, and high moral standards

WILLIAMS-SONOMA, INC., Camp Hill, PA 2003-2009

Catalog Sales and Service Manager, Pottery Barn Kids

Directed the operations for the catalog sales and service division

Implemented and supported sales training programs designed to enhance the customers’ order experience and maximize sales growth

Lead and mentored team members to successfully execute strategic plans and achieve sales targets

Developed motivational strategies that rewarded and recognized employee accomplishments

Identified, analyzed, and communicated product issues and trends to the call center and corporate partners

Recruited, trained, and mentored high performing supervisors and agents and conducted performance evaluations

Cultivated a performance driven, people oriented culture through open communication and feedback

Proactively initiated changes to business forecasts due to expected market trends and the impact they may have on the call center

MEMBERS 1ST FEDERAL CREDIT UNION, Mechanicsburg, PA 2001-2002

Collection Manager

Managed a staff of seven collectors and fraud investigators

Responsible for $450 million portfolio including direct and indirect loans, Visa accounts, real estate secured loans, and negative deposit accounts

Tracked and audited all outside collection agencies to insure that proper levels of recovery, consistent with our company goals, were being achieved

Reviewed all charged off accounts to determine if proper lending and collection procedures were followed and attended all civil action hearings

Focused on staff development by providing internal coaching and motivation

Developed reports for the Board of Directors and Senior Management outlining results in key areas of the department

CREDIT PLUS SOLUTIONS GROUP, Harrisburg, PA 1998-2001

Assistant Collection Manager

Responsible for interviewing, hiring, training, and motivating staff of sixty collectors and five supervisors

Specialized in collection of assigned debt from retailers, utility companies, hospitals and financial institutions

Communicated with attorneys in reference to all civil suits filed on behalf of our clients

Created weekly and monthly productivity and inventory reports

Developed motivational strategies and performance awards to retain collection staff

Maintained quality client relationships through continued oral and written communication and site visits

Developed, implemented, and monitored campaign strategies for the Melita predictive dialer

THE BON TON STORES, York PA 1997-1998

Collection Manager

Oversaw staff of thirty collectors, two supervisors and clerical personnel

Responsible for all daily functions of the collection department including staffing, training, and motivation

Controlled credit card delinquency and bad debt ratios on a 128 million dollar portfolio for all seventy six stores

Established credit lines for former delinquent customers

Organized and audited all outside agencies and attorneys to insure proper commitment and recovery

DAUPHIN DEPOSIT BANK AND TRUST COMPANY, Harrisburg, PA 1992-1997

Assistant Asset Recovery Manager

Specialized in collecting retail installment loans, credit cards, automobile leases, and bank owned mortgages

Attended all civil action hearings and arbitrations through the District Justice or Court of Common Pleas

Responsible for reviewing all charge offs and foreclosures

Monitored all bankruptcy files to insure that proper procedures were being followed

Managed the direct, indirect, mortgage, credit card, skip tracing, and recovery areas that included four supervisors and twenty-five collectors

Oversaw the merger of Valleybank’s delinquent portfolio in 1994

Communicated with outside collection agencies and attorneys on all settlement offers

EDUCATION

INDIANA UNIVERSITY OF PENNSYLVANIA, Indiana, PA

Business Management

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