Senior Program Manager, Remote Operations Expert

PATRICIA CARROLL

Culpeper, VA 254-***-****

linkedin.com/in/carroll9700 ***********@*****.***

I am a Senior Program Manager experienced in coordinating multiple programs, directing collaboration between subordinates to develop business and systems process, while focusing on communication and teamwork. I have worked with Fortune 500 companies as well as business outsourcers. Recently my position was directing a national remote technical workforce for Staples USR. My strengths include strategic planning, staffing, operational implementation, and financial efficiency

• Strategy and Problem Solving • Organizational Development • Cost Management

• Coaching and Development • Sales and Collections • Client Relations

• Profit and Loss (P&L) • Success with Remote Teams • Staffing, Recruiting

• Superior Customer Service • Technical Support • HR Generalist Support

PROFESSIONAL EXPERIENCE

Staples Remote February 2014 - August 2021

Senior Manager Tech Services

Managed entire operations for remote program and supervised 100+ technical agents, representatives, managers, and the escalations team. Team generated technical support and customer services for all stores nationwide.

•Managed a Multi-Million P&L.

•Saved the company $9M in net operating profit on an annual basis.

•Improved Customer Satisfaction 200bps.

•Built remote program, meeting budget and financial efficiency as well as profitability year over year.

•Developed Remote Training program to hire and retain associates from coast to coast. Resulting in low attrition rate of less than 5% and 100% of team working at home remotely for 6 years.

•Created systems and tools that create more efficiency for associates working technical services to achieve 24-hour turn around on orders.

•Achieved 9.0 (out of 10) overall employee engagement survey for the TSOC program. Employee satisfaction = retention.

Convergys Erlanger, KY December 2013 - February 2014

Operations Manager EyeMed

•Managed Operations generating $3.25 million annual revenue with 275 multi-skilled agents. Customer service for Members and Providers vision plans.

•Increased calls taken by reducing AHT 7% in 2013 and achieving 93% overall customer satisfaction.

•40% of Agents staffed were remote with less than 6% attrition.

•Led site performance with greater than 85% metrics that matter.

Xerox Tigard, OR October 2011 - December 2013

Operations Manager Apple – Applecare

•Led Operations for program generating $9M with multi-skilled advisors that perform technical support for iPhone, iPod, Mobile-Me, and iPAD customers.

•Managed - 1 Assistant Operations Manager, 15 supervisors, 240 advisors and 5 Quality Analysts.

•Increased customer satisfaction from 90% 2011 to 93% 2012 by revisions to on job training process, focused coaching, and new customer experience platform.

PATRICIA CARROLL ***********@*****.*** PAGE 2

•Leader in seasonal ramp of temporary employees - transitioning 65% to permanent employment. Temporary employees developed to have 75% of total advisors in top quartile of large team.

•Exceeded BTP ratio for both lines of business. Meeting client staffing requirements – managing Aux to below 12%, Relief to CAP requirements and keeping absence below 6%.

ADDITIONAL EXPERIENCE

iQor Chandler, AZ

AVP Verizon Wireless Financial Services

EDUCATION

Bachelor of Science (BS), Business Administration University of Phoenix

Associate of Science (AS), Business Management Aquinas College Nashville, TN

•Honors

CERTIFICATIONS

Certified for Leadership Fundamental Facilitation Achieve Global

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