PROJECTS
Patrick has been instrumental in several projects contributing to efficiencies and creating positive impacts.
Latest Projects
EFFICIENCY
Collaborated with cross-functional teams to improve division-wide IVR system to reduce transfer rates within contact center teams leading to efficiencies and an improved customer experience. The outcome achieved an average of a 30% reduction of transfers from the customer service team.
CUSTOMER EXPERIENCE
Lead a cross-functional problem solving group to improve contact center quality assurance program. Solutions resulted in improved transparency in evaluation and scoring methods. Implemented coaching facilitated by managers, with direct reports leading to an average increase of 5% of scores across teams.
FUNDRAISING
Directed and produced promotional video leading to an increase of donations for non-profit organization as well as achieving runner up standing in an international fundraising competition in Jamaica.