PATRICK COYNE

Eagle, ID ***** 208-***-**** ad3nm5@r.postjobfree.com ~/in/patrickhcoyne/

BUSINESS PROCESS ANALYST

Business operations professional with demonstrated experience providing process mapping, continuous improvement, flexibility, and efficiency in customer facing industries. Proven proficiency in finding solutions to corporate and customer needs. Excellent problem-solving skills, highly experienced in data and business analysis with the ability to communicate effectively to both technical and non-technical personnel.

SKILLS and TOOLS

Process Improvement Product Management Customer Service Project Management Innovation

Business & Financial Analysis Program Management Excel Programming Customer Research

Cross-Departmental Communications Dashboard Creation Computer-Aided Drafting (CAD)

EXPERIENCE

HEWLETT-PACKARD INC., Boise, ID – 100% Remote 2020 – 2023

Customer Assurance Manager

Key member of a completely remote team within Advanced Technical Support tasked with developing new revenue streams into the traditional non-revenue generating department. Designed, marketed, and implemented new services to both internal and external customers providing revenue to ATS group. Served as subject matter expert (SME) and point of contact to multiple remote teams, working to solve complex customer service issues with a strong emphasis in the creation of personalized data analytics tools.

Generated solutions based not only on data analysis but also the evaluation of multiple factors including internal business priorities, product capability, customer needs and personnel management.

Served as Project Team Lead focused on driving participation in cross-functional initiatives acting as liaison between customer and remote multidisciplinary teams to implement proactive solutions that increase product efficiency and overall customer satisfaction.

Streamlined service model saving key account more than $200k in service costs annually.

Targeted inefficiencies with internal workflows and designed custom Excel tools to automate ordering process, saving minimum of 332 hrs./yr. in operation time.

Fewer service calls eliminated vehicle carbon emissions of more than 8000 kg/tons a year.

CROSSCUT DESIGN CO., Eagle, ID – Online Business 2016 – 2020

Small Business Owner

Owner and operator of an online custom home furnishings business.

Blending passion for building with professional education to develop a business model, design multiple products, initiate company setup and perform daily operations.

Created go to market strategies for product introduction and direct sales to local reseller outlets.

Shipped 100% custom designed orders to more than 10 States and Provinces in the US and Canada.

Collaborated remotely with customers to design and build custom furniture based on size specifications creating one-of-a-kind pieces to solve unique storage and seating needs.

PATRICK COYNE ad3nm5@r.postjobfree.com 208-***-**** Page Two

H&W COMPUTER SYSTEMS, Boise, ID 2014 – 2016

New Business Strategist

Analytics Specialist

Hired to be an entrepreneur within the company to identify and research new sources of revenue.

Created dashboards showing real time changes in the data as different variables were being identified or dreamt up to highlight then meet the unique customer needs.

Created a custom research tool in Excel allowing teams to convert qualitative data gained in personal interviews into quantitative data for more precise and accurate evaluation.

Succeeded in identifying market needs and justifying development of first new product in 8+ years.

BOISE STATE UNIVERSITY, Boise, ID 2006 – 2014

Associate Director of Executive Education

Navigated university “red tape” and state government regulations to launch the first Executive MBA program in Idaho.

Managed all back-office functions including student problems, faculty problems, vendor problems and staff problems, building a program with one of the highest overall quality ratings in the world.

Returned $1000’s to College of Business and Boise State University through profits made from program.

ADDITIONAL RELEVANT EXPERIENCE

JABIL CIRCUIT, INC., St. Petersburg, FL / Meridian, ID

Manufacturing Engineer Production Line Manager

Production line manager at height of internet boom tasked with managing workers to build routers in timely and efficient manner in a high demand environment.

Promoted to engineering team as a manufacturing engineer.

INDEPENDENT CONSULTING WORK, Boise, ID

In-house, and remote, technology expert for local physical therapy office electronic medical record system transition.

Created fee and service tracking tool in Excel for provider team at Eagle, ID based medical office.

Completed process mapping project for local software company.

EDUCATION

Boise State University, Boise, ID

Master’s in Business Administration (MBA)

Robert Morris University, Pittsburgh, PA

Bachelor’s in Aviation Management/Business Administration (BSBA)

Community College of Allegheny County, Pittsburgh, PA

Associate’s in Aviation Flight Science (AS)

TOOLS & TECHNOLOGIES

MS Excel CAD Software MS PowerPoint MS Publisher HENO EMR Software MS Teams Zoom

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