Brad Fitzpatrick Email & Phone Number

Managed Salesforce platform, related projects, and integrations supporting our customer support, operations, accounting, and marketing teams.- System Administrator for our Salesforce Service Cloud Platform - Implemented formal development process using agile methodology, which included sprint planning, backlog management, capturing business requirements, story estimation, measuring velocity, QA processes, and release planning- Designed and introduced dynamic workflows and automation for case creation and real-time problem resolution for multiple channels to support standard inquiries, catalog subscription, corporate sales, and customer privacy while maximizing efficiency - Designed workflows and processes for customer and order data flowing between systems, and for order amendments- Designed product return and warranty processes to enforce customer eligibility, record relevant data, create replacement orders, notify customers, and trigger refunds, reducing processing times by ~90%- Managed creation of product database to manage product information via knowledge templates and to support automated processes- Designed integrated Chat which captured key customer data, associated transcripts with relevant records, integrated with a BOT, and managed via Omni Channel- Set-up CTI integrations to support screen pops with customer records and associate relevant customer records- Designed process to automate customer surveys for customer support and order experience feedback, and to associate feedback to relevant records - Standardized and enhanced data capture within system workflows and processes to support multiple functions across the business with both real-time data insights against KPIs, and historical data for customer and business analysis- Built out standard objects and custom objects to support business needs, and designed record layouts

Managing the customer service and sales support for multiple company brands.- Provided direction to support teams to ensure each brand’s unique policies and products were properly supported - Managed support agents and supervisors to meet department KPIs, and evaluated performance- Managed tool for tracking customer issues and served as administrator while creating processes to improve efficiencies in problem resolution- Built cross-functional relationships and implemented processes to help ensure support teams were aligned with company goals and business KPIs- Forecasted required support for seasonal business, worked with business partners to provide job requirements and interviewing expectations, and created hiring timelines- Created training materials and implemented training programs

Managed all operational aspects of the Consumer Services group, including the Call Center, Customer Service, Distribution, and Training departments.- Supervised, developed, and evaluated performance of Consumer Services Managers - Identified and introduced “Best Practice” business strategies to maximize productivity and efficiencies, via the seamless contraction and expansion of the company’s unified call centers environment- Ensured the successful integration of all new clients into all departments within the group, and maintain positive relationship with existing clients- Coordinated and managed scale-up of center-wide operations to handle all “high-demand” events- Designed call flow and created scripts for incoming charge-by-phone numbers; integrated call flow with Interactive Voice Response (IVR) system and managed real-time IVR adjustments in response to high volume business needs- Analyzed monthly and weekly statistical reports; utilized analysis to identify opportunities to improve call center operational effectiveness- Ensured quality assurance and training initiatives were established and maintained- Worked with Executive Staff and Finance to create annual budgets for all departments and managed to budget expectations

Managed the complete Call Center operation.- Managed the operation of the Call Center, ensuring maximum level of profitability by maintaining appropriate staff levels and established productivity levels through efficient sales staff - Managed sales floor and supervisors and evaluated performance- Forecast upcoming call volume and project staffing needs based on historical volume and trends, analyzed and approved staffing recommendations- Compiled daily reports and ensured payroll hours were accurately recorded- Developed and maintained strong relationships with staff at all levels of the company and with phone center management in other company call centers- Oversaw successful implementation of second ticketing system into call center after company merger

Supervised the day-to-day operations of Call Center and managed a group of supervisors.- Provided direction for the supervisors to ensure that performance metrics were achieved - Supported and supervised Call Center Supervisors & Representatives- Ensured high customer satisfaction by monitoring, evaluating, and providing performance feedback and training for Call Center staff- Provided first level support to clients and client representatives- Played key role in converting call center to new ticketing software upon sale of company