Customer Experience Contact Center

Jeffrey M. Patton

Superior Twp, MI *** ***- **** **************@*****.*** https://www.linkedin.com/in/jeffrey-patton-4017b413/

Senior Leader Operations Management

Global Operations – Consulting - Strategic Planning - Customer Experience

Professional Profile

Dynamic, results-oriented operations executive with 25+ years of leadership across global organizations in automotive, finance, technology, telecommunications, and higher education. Proven expertise in driving enterprise transformation, operational excellence, customer experience (CX), and risk mitigation. Recognized for spearheading complex programs, optimizing multi-million-dollar operations, and fostering cross-functional alignment. Trusted advisor and change agent skilled in delivering high-impact business outcomes through innovation and strategic leadership.

Core Competencies / Skills

Visionary Leadership

Fraud Mitigation

Strategic Planning

Contract Negotiations

Budget Management

Electronic Payments

Contact Center CX

Consulting

Process Improvement

Privacy/Compliance

Product Management

Vendor Management

Risk Management

Program Management

eCommerce

Professional Experience

General Motors, Warren, MI July 2018 – Present

Assistant Manager, Sales Operations, COE eCommerce Operations

Senior eCommerce Operations Leader driving Customer Experience (CX) initiatives across GM Accessories, Reservation Programs, Replacement Parts, and GM Dealer Onboarding & Training. Provides strategic and operational support for OnStar in South America and the Middle East, daily program management, eCommerce contact center advisor to improve performance & issue resolution, EV reservations, fraud mitigation, and product lifecycle management to ensure seamless execution and optimal customer satisfaction.

Spearheaded CX issue management processes and implemented eCommerce Operational Health Reporting and Best Practice Operations.

Manager of the electronic payment’s platform implementation and daily performance – US and Global.

Reduced average daily GM Contact Center backlogged cases from 2500 to a daily average of 120 backlogged cases.

Successfully renegotiated contracts with electronic payments vendors and executed electronic payment platform enhancements for the US, South America, and the Middle East.

Created and implemented a swift and concise issue resolution strategy for ecommerce parts and accessories.

General Electric Corporation, Van Buren Township, MI November 2014 – July 2018

Senior Staff Applications Operations Engineer – GE Global Operations

Business owner for the Integrated trade automation platform for the distribution of GE products and services worldwide.

Director of the Trade Automation and Parts Classification operations for global GE businesses.

Stabilized automated trade system platform performance and ensured 24/7 support for GEIT Customs Global Operations.

Redesigned and renegotiated the Disaster Recovery process with critical GE trade automaton vendor.

Senior Operations Manager – GE Capital HQ Risk

Business owner for the Integrated Revenue Information System (IRIS) for collecting, managing, aggregating, and utilizing risk data for GE Capital.

Managed day-to-day operations of the Integrated Revenue Information System (IRIS), overseeing $200+ M in financial reporting including the reduction of monthly IRIS financial reporting from 18 hours by 50% to 8 to 9 hours globally.

Led offshore teams to ensure global operational coverage including financial reporting.

Identification of financial and compliance risks & created and implemented mitigation plans.

IBM Corporation, Global Business Services (GBS), Southfield, MI October 2011 – November 2014

Senior Managing Consultant

Planned & executed large-scale programs and projects including data warehouse consolidation, web page planning, redesign & execution with a $40 M budget including IBM Tiger Team project planning, strategy and execution.

Directed large-scale projects, including data warehouse consolidation and web page planning, with a $85M budget.

Developed RFPs, conducted contract negotiations, and managed client relationships, including executive-level presentations.

Comerica Bank, Livonia, MI July 2005 – October 2011

Vice President, Product Revenue Manager, Treasury Management

Senior manager with a record of aligning product profitability with strategic revenue growth, leading acquisition initiatives, and optimizing treasury management operations for sustained financial performance.

Implemented revised Disaster Recovery Programs and optimized portfolio management processes.

Managed Comerica Bank acquisition projects to assure revenue protection, growth and profitability.

Vice President, Business Principal, Project Services

Director of large-scale, enterprise-wide programs with budgets exceeding $45 million.

Successful delivery of the Information Protection & Destruction Program, resulting in $9 million in cost savings.

Successfully led strategic contract negotiations for critical software solutions, ensuring alignment with organizational goals and full compliance with regulatory standards including SOX, GLBA, HIPAA, and Federal Rules.

Recognized for driving operational efficiencies, risk mitigation, and delivering measurable business value across cross-functional initiatives.

Wayne State University, Detroit, MI March 2003 – January 2005

Associate Director Scholarships and Financial Aid

Executive leader overseeing budget and financial management, FERPA compliance, staff supervision, and board reporting, while driving enrollment growth, cost reduction, and service excellence through strategic realignment and workforce development.

Increased student enrollment and improved retention and graduation rates while reducing operational costs through outsourcing and staff realignment.

Improved service delivery and customer/student experience through staff training and morale enhancement initiatives.

AT&T, Southfield, MI

National Project Manager/Branch Program Manager, Global Service & Account Manager May 1995– January 2003

Directed high-impact programs ($1.9M–$114M), revitalized failing projects, led multi-state call center rollouts for 1,500+ staff, and drove revenue growth through strategic contract renewals and new business initiatives.

Created a strategy for contract renewals and new business to generate both new and increased revenue.

Mazda (North America), Flat Rock, MI January 1998 – May 1995

Senior Facilitator/Program Manager

Leader of production launches for Ford Probe Gen1/Gen2, managed inventory across seven U.S. parts distribution centers, and directed international Customer Assistance Programs (CAP) in the U.S., Europe, and Japan.

Education & Affiliations

University of Phoenix, Detroit, MI: MBA – Global Management

Wayne State University, Detroit, MI: Bachelor of Interdisciplinary Studies

Stevens Institute of Technology Management, Somerset, NJ: Master’s Certificate, Project Management

Washtenaw Community College Foundation, Board of Directors – 2013 – 2019

Ann Arbor Community Foundation, Board of Directors – 2024 - 2027

Professional Recognition

General Motors: “Think Customer,” “One Team,” “It’s On Me” Leadership Awards, GE: Corporate & Capital “Above & Beyond” Awards, AT&T: “National Leading Legions,” “Local Legends,” and “Quarterly Award of Excellence”, Wayne State University: Urban Labor & Metropolitan Affairs Alumni Academic Award, Comerica Bank: “Drive for Results” Award

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