Customer Service Project Managers
Resume:
Patrick O’Brien
*******.**********@*****.***
EDUCATION
Central Washington University Bachelor of Arts
•Working on BA in History Education and Philosophy minor June 2010
Columbia Basin College 2006 Associates Degree June 2006
WORK EXPERIENCE
Supervisor Virtual Position
Tri-West Healthcare Alliance Feb 2023- March 2024
●• Conducted coaching sessions with 26 experts, developing actions plans in order to allow agents to
●adhere to approved scripting and customer service skills.
●• Documented non-compliance to policies and procedures to forward to HR for corrective action.
●• Audited employees’ timecards for accuracy ensuring correct payroll hours.
●• Reviewed veterans requests for decline of treatment for accuracy before being submitted to the Veterans Administration.
●• Drafted Monthly Reports on agents metrics to present business leaders.
●• Analyzed daily adherence reports for agent trends and developed coaching plans.
●• Wrote in-depth coaching plans for agents to drive performance for underperforming agents.
Supervisor Virtual Position
Maximus February 2021- May 2022
●Conducted coaching sessions with 26 experts, developing actions plans in order to allow agents to adhere to approved scripting and customer service skills.
●Worked with project Managers to develop and maintain a system for providing daily batches of calls for the client to review.
●Documented non-compliance to policies and procedures to forward to HR for corrective action.
●Met with clients do discuss feedback and issues on projects.
●Retooled processes and SOPs based on client feedback.
●Reviewed staffing plans and worked with senior managers to allocate overtime when needed.
●Audited employees’ timecards for accuracy ensuring correct payroll hours.
Coach Virtual Position
Asurion July-2019-Sep 2020
•Conducted weekly coaching sessions with15 experts developing action plans in order to drive behaviors to improve and achieve core metrics and sales quotas.
•Audited and approved experts’ timecards for accuracy, and correct errors for correct hours.
•Reviewed Calls weekly for experts for both quality and adherence to company policy
•Drafted and presented daily plans around areas of focus and trends and strategies to hit daily sales goals
•Documented employee’s non-compliance to internal policies through Workday.
•Drove expert engagement and supported team morale through web-based chat clients
•Compiled data to present in front of senior leaders through quarterly business reviews
•Partnered with real time workflow-ensuring experts were adhering to planned shifts to maximize efficiency.
Team Manager Kennewick, Washington
Amazon.com April 2016-April 2019
●Conducted weekly coaching sessions with 20+ associates developing action plans for them to improve metrically and professionally.
●Documented employee’s non-compliance with Amazon policy through internal tools.
●Analyzed data looking for trends in customer contacts and CSA behavior.
●Participated in weekly conference calls with network leaders escalating trends and reporting on metrics.
●Partnered with Warehouse and Corporate teams to solve escalated customer issues.
●Audited associates timecards weekly to ensure accuracy and associate compliance with
●Amazon’s time off policy
●
●Facilitated the roll out of an IP based phone system on site as part of a network incentive, helping to eliminate the need for phones at associates’ desks, reducing costs, desk clutter and minimizing moving time for associates.
●Developed an automated system to inform customers of shipping delays for their packages. Increasing customer’s positive responses by 11%.
●Scheduled itineraries for corporate partners to listen to customer contacts in real time.
●Managed network level projects with the aim of reducing incoming contacts and increasing customer satisfaction
Coach Kennewick, Washington
Amazon.com September 2013-April 2016
•Conducted weekly coaching sessions with 20+ associates, reviewing calls, and developing action plans for improvement.
•Synthesized weekly Metric data into Weekly Business Reviews.
•Implemented and wrote several Standard Operating Procedures for the Amazon.UK Mayday Space, standardizing how Customers were Transferred to Leadership, maximized occupancy, and ensured quick and correct on boarding.
•Created a standard system for researching and reporting prank calls for Amazon’s Mayday Service reducing the amount of repeat prank contacts.
•Developed and led group coaching’s focusing on positive positioning and escalating feedback for contacts where customers were requesting unavailable applications. Leading to a decrease in negative performance metrics from 18.50 to 15.44% overall.
•Facilitated training for Associates to share best practices after the launch of new devices in order to reduce push back from developers, and to provide positive positioning and phrasing techniques to help reduce metrics.
•Streamlined the process of filing Coaching submissions by creating a SharePoint for collection of submissions.
Digital Specialist Kennewick, Washington
Amazon.com October 2010- September 2013
•Composed supplementary training courses, to reduce associates call times, through critical thinking skills and streamlined troubleshooting methodologies. servicing different operating units.
•Evaluated the current state resources revising or eliminating 80+ entries for
multiple operating units.
•Developed and implemented a program to standardize the use of peer-to-peer
listen-ins throughout the site, leading to a consistent and efficient process for 70+ associates.
• Contributed to the support of 80+ new associates as a frontline respondent, providing clarification and guidance for both troubleshooting and policy.
• Escalated 100+ improvements to an internal knowledge bank and online Help Pages, Improving the overall experience of a pilot team for both internal and external customers.
Streamlined process improvement by promoting the use of a new tool, leading to 55% of submissions being addressed within 1-2 days.
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