Julie Patrick Email and Phone Number
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Successful and experienced operations professional with over 30 years of leadership, customer expeience, vendor management, and operational expertise in the tech industry. I am a professional, competent, strategic leader who is results driven and motivated by continuous improvement. I am focused on user satisfaction, data privacy, cost reduction, and value creation. Areas of Expertise:* Proven ability to break apart and analyze complex situations in order to achieve success* Excellent interpersonal, people management, team building and communication skills* Strong analytical and leadership skills* Operational best practices* Demonstrated ability to work across multiple layers and cross functional teams to achieve objectives* Ability to lead complex, multi-layered teams* Effectively support geographically dispersed workforce* Vendor Operations/Management* Contact Center Operations* Social media content review and moderation * Legal Investigations SupportNotable Achievements:• Reduced unit costs by more than $1.3 million annually • Built multiple Vendor Management Orgs from scratch to oversee both domestic and international vendor partners. • Lead initiative to improve operating efficiencies resulting in a savings of more than $2.5 million annually• Reduced customer trouble tickets by 27% through process enhancements and customer education efforts resulting in $1.4 million in annual savings• Lead Contact Center team to win the Gold Stevie Award for customer service two years in a row.• Renegotiated several existing vendor contracts as well as established new partnerships to ensure compliance with regulatory and industry standards.
Brightspeed
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Vendor Performance ConsultantBrightspeed Nov 2024 - PresentCharlotte, Nc, Us
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Sr Manager, Vendor Operations, Systems And Tools, Google FiberGoogle Apr 2020 - Aug 2024Mountain View, Ca, Us● Led and developed a high-performing team of Technical Solution Consultants● Coordinated interactions between vendors, business operations, and engineeringdepartments,enhancing collaboration and reducing project cycle times by 20%● Effectively oversaw offshore vendor partnerships, optimizing service delivery andachieving an annual savings of $200,000● Achieved a substantial cost reduction in ticket handling from $700 to $51 per ticket,equating to annual savings of over $1 million● Accelerated ticket resolution time from an average of 215.8 hours to just 27.5 hours,boosting operational efficiency by 87%● Enhanced responsiveness by reducing Time to First Response from 7.53 hours to under3 hours,leading to a 65% improvement in customer satisfaction● Maintained a 95%+ positive feedback score on management surveys, demonstratingexceptional team oversight and employee engagement -
Head Of Global Vendor Operations, Google Legal OpsGoogle Apr 2018 - Apr 2020Mountain View, Ca, Us● Designed a robust outsourcing framework for LOPs teams focused on critical areas like legalinvestigations and legal removals, which led to a measurable decrease in case backlog by 35%,enabling faster response times to law enforcement requests● Implemented a comprehensive KPI measurement program enabling real-time tracking ofprogress against business goals and enhancing performance accountability● Spearheaded the creation of a new Vendor Management Office (VMO) team, centralizingglobal vendor oversight across EMEA, APAC, and Americas, which improved vendorcompliance rates by 30%● Achieved and maintained a 100% favorable rating on all manager feedback surveys
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Head Of Customer Experience, Field Ops, And Vendor Ops, Google FiberGoogle Sep 2013 - Apr 2018Mountain View, Ca, Us● Led a team of contractors, vendor managers, and frontline managers to enhance customerservice operations, resulting in a 20% improvement in customer satisfaction ratings● Initiated several projects to reduce support costs (down $7.30 to $3.14 per sub)● Successfully guided the team through a critical code yellow situation related toconstruction, resulting in a 50% decrease in project backlog and downtime● Spearheaded the development of Google Fiber's social media customer service strategy,resulting in a 25% increase in customer engagement across digital platforms within sixmonths● Renegotiated vendor contracts leading to cost reductions of nearly 40%, saving thecompany over $3M annually without compromising service quality● Sustained an impressive 96%+ approval rating in management feedback surveys for fivestraight years, showcasing a commitment to excellence in team management
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Tech Ops ManagerXo Communications Feb 2013 - Sep 2013Herndon, Va, Us•Lead day to day operations•Manage technical staff performance via clearly defined performance objectives, development coaching, and performance plans -
Consultant/Project Manager Temp PositionCartesian Aug 2012 - Feb 2013London, Gb• Lead large scale project initiative focused on integration of recently acquired voice provider• Responsible for ensuring high quality, successful project completions• Serve as Subject Matter Advisor on service delivery, operations, and industry best practices• Manage client relationships and identify opportunities for client process improvement -
Senior Manager Customer Experience And Vendor OperationsLevel 3 Communications Sep 2007 - May 2012Broomfield, Colorado, Us• Managed all Service Delivery vendor partners to ensure performance objectives were met and contractual SLAs were adhered to• Ensured appropriate framework and methodology was in place to prioritize and assign resources• Established and communicate long term vision associated to each of my teams within the organization.*. Acted as a liaison between LNP vendor and ILEC/CLECs to ensure relationships and processes with stakeholders are established and/or maintained. -
Technical Operations ManagerComcast Sep 2005 - Sep 2007Philadelphia, Pa, UsLead team of 29 Day of Install provisioning technicians. Monitor and manage all LNP and switch provisioning application work lists to ensure on-time delivery of customer requests. Coach and develop technicians by utilizing staff meetings, providing training opportunities, and performance reviews. Track team and individual production and communicate progress to technicians and Sr. leadership team. Collaborate with National NOC, Tech Support, and Software Engineers to address and resolve system, network or switch outages. -
Owner/Managing PartnerColorado Pride Property Services Feb 2004 - Sep 2005Owner/Operator
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Assistant Exec Dir Of Finance And AdminUsa Basketball Jan 2005 - Apr 2005UsContinued to manage my own company, Colorado Pride Property Services, LLC while at USA Basketball -
Senior Tech Ops Manager, Lnp, 911, Directory Listings, Switch Translations, Vendor ManagerAt&T Jan 1999 - Mar 2003Dallas, Tx, Us -
Project Manager Lnp Npac Technical Sub-Committee MemberAt&T Jun 1998 - Jan 1999Dallas, Tx, Us
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Provisioning ManagerAt&T Jan 1998 - Jun 1998Dallas, Tx, Us
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Local Services Provisioning ManagerSprint Jun 1996 - Dec 1997Overland Park, Kansas, UsManager for local voice services team. -
Long Distance Billing Customer Service LeadAt&T Jan 1991 - Apr 1996Dallas, Tx, Us
Julie Patrick Skills
Frequently Asked Questions about Julie Patrick
What company does Julie Patrick work for?
Julie Patrick works for Brightspeed
What is Julie Patrick's role at the current company?
Julie Patrick's current role is Senior operations leader, people manager/director, vendor operations professional. Looking for my next grand adventure.
What is Julie Patrick's email address?
Julie Patrick's email address is pa****@****gle.com
What is Julie Patrick's direct phone number?
Julie Patrick's direct phone number is +172043*****
What are some of Julie Patrick's interests?
Julie Patrick has interest in Denver Broncos, William Shakespeare, U2 (Band), Dunkin' Donuts, Friday Night Lights (Tv Series), Barack Obama, Elvis Presley, Target (Company), Environment, Science And Technology.
What skills is Julie Patrick known for?
Julie Patrick has skills like Telecommunications, Call Centers, Voip, Provisioning, Cross Functional Team Leadership, Networking, Vendor Management, Telephony, Wireless, Managed Services, Service Delivery, Project Management.
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