Patrick Garde Email & Phone Number

Brooklyn, Ny

Support an eCommerce customer service team to deliver an exceptional customer experience. Develop and lead a team of supervisors. Create and oversee the department budget, managing payroll expenses and adjusting for shifting targets. Create a daily workload forecast and oversee department scheduling to maximize productivity. Create and implement department initiatives to improve the user experience and promote team engagement.

Brooklyn, Ny

Support an eCommerce retailer with a focus on delivering an exceptional customer experience through high quality and efficient interactions. Advocate for the customer and constructively handle or supervise the handling of escalations and feedback. Provide support, coaching, and mentoring to team members. Address positive and negative performance issues in a timely manner, driving accountability for results. Screen, interview, and hire seasonal team members. Monitor workflow queues and adjust the allocation of resources as needed to complete work on time. Create and analyze reporting of contact center metrics and results.

Greater Denver Area

Support the training program for customer experience and sales teams. Coordinate training classes across multiple sites. Grow and maintain a learning management system. Create and edit training materials and other knowledge resources. Report on key metrics and track training progress. Conduct certification for new learners. Identify areas of opportunity for improved efficiency and implement ideas to improve the training process and experience.

Denver, Co

Provide staff support and coaching to deliver quality service, increase sales and revenue, and achieve the overall goals for the customer facing operation. Resolve escalated customer requests and issues. Plan for optimized rental utilization through awareness of reservations, return counts, and fleet availability.

Centennial, Co

As a testing analyst I advocate for business users and end customers by determining the suitability of new or changed processes to meet their needs prior to implementation. This involves documentation and execution of end-to-end UAT across a variety of platforms for large, complex, cross-functional/divisional projects. I regularly partner with the project team, technology/development teams, and business stakeholders to ensure the user experience meets the business requirements and report any defects. As part of a newer team, I contributed to the UAT process maturity and created process documentation in order to create consistent and sound practices.

Englewood, Co

My main responsibility in this role was to develop, coach, and mentor the training team. I met regularly with my team to set goals and find areas of opportunity to improve their presentation skills, instructional development capabilities, and leadership qualities. I sought methods to continuously improve the departments efficiency and productivity. I regularly analyzed the business needs of our Credit Operations teams and proposed development solutions to support their goals, initiatives, and updates. I participated in various Bank and Credit projects in order to advocate for the Learning and Development team, as well as the Operations teams. I partnered closely with business analysts to become a subject matter expert on all of our systems, procedures, and products.

Englewood, Co

As a lead trainer I supported the department in various aspects. I mentored the trainers to improve their communication and presentation skills. I coordinated each training class to match the appropriate trainer, reserve training rooms, and prepare the class agenda. I partnered closely with other business areas and subject matter experts to create instructional materials to be distributed through written communication, e-learning, or as a presentation in order to support new business initiatives and changes. I also organized the instructional materials and electronic resources for the department in a network folder in order to improve efficiency and ease of use.

Englewood, Co

As a trainer I primarily developed new hires, teaching them our systems, procedures, and ensuring that they could represent our brand and advocate for our customer. I completed call evaluations and administered assessments to provide feedback which would improve productivity and increase accuracy. I updated instructional materials and reference documents as needed. I proposed changes to the timeline and curriculum of training classes to improve the learning experience. I developed training programs to introduce outside departments to the Operations systems and procedures.

Consistently delivering the absolute best customer service with a focus on customer advocacy, accuracy, and a one-call resolution approach. A fast-paced inbound environment, handling customer calls concerning billing statements, rewards redemption, and payment arrangements. Authorize point of sale register referrals with store employees. Maintain accounts and gift cards. Process new applications and maintain existing applications for multiple tender products. Utilize varying software platforms and other resources in a team environment.

Provide outstanding customer service while processing returns, exchanges, and new sales. Increase sales with product knowledge, new memberships into a tender based rewards program, and promotion of store events. Process incoming cash and checks, record through a general ledger and create bank deposits. Train incoming employees on sales and cash room operations. Maintain daily, monthly, quarterly, and annual financial and operations logs.

Focus on loss mitigation through strategic and thorough collection strategies. Utilize database tools from SAS and Business Objects to perform ad-hoc analysis related to collection impacts, results, and opportunities. Partner with IT and business managers on projects to enhance collector productivity and provide new collection strategy tools. Create training updates for department staff concerning various collections tools. Perform daily maintenance of Noble dialer system to maximize dialing strategy, monitoring and adjusting throughout the day. Communicate results of collections strategies and provide new recommendations to senior management.