Patrick Gorman Email & Phone Number

Ottawa, Ontario, Canada

Ottawa, Ontario, Canada

Leadership and Team Management: Directed a global team of product support engineers and specialists, fostering a collaborative environment and promoting continuous professional development to enhance service quality.Strategic Product Support Planning: Developed and implemented comprehensive product support strategies that increased customer satisfaction while aligning with broader company objectives.Operational Efficiency: Streamlined support operations through the adoption of cutting-edge technologies and process reengineering, reducing response times by 25% and operational costs by 20%.Customer Relationship Management: Oversaw key customer accounts, ensuring the delivery of exceptional support services, which resulted in a customer retention rate exceeding 90%.Continuous Improvement and Innovation: Initiated and led projects focused on the continuous improvement of support tools and methodologies, incorporating feedback loops that reduced bug resolution times by 50% and enhanced product reliability.

Ottawa, Canada Area

Strategic Operations Leadership: Spearheaded operational strategies aligning with corporate objectives, leading to a 20% improvement in operational efficiency and a 15% reduction in costs through streamlining processes and enhancing supply chain logistics.Supply Chain and Vendor Management: Managed end-to-end supply chain operations, negotiated with vendors for optimal terms, and maintained a 98% on-time procurement record, ensuring consistent product availability and maximizing inventory turnover.Team Development and Process Optimization: Led a diverse team of operations and customer service professionals; implemented training programs that increased the team productivity by 25%. Championed the adoption of new technology, automating processes which reduced manual workload by 30% and improved reporting accuracy.Financial Oversight and Budget Management: Oversaw a multi-million dollar operational budget, performed detailed financial forecasting, and implemented cost-control measures that decreased operational expenses by 10% annually without impacting service quality.

Ottawa, Canada Area

● Led three diverse, cross-functional teams (Prague, Charlotte & Ottawa) in designing a business technical support and customer satisfaction team that increased sales. A total team of 45 engineers across the globe.● Removed outsourcing and brought technical support back in-house; resulted in improving customer satisfaction.

Ottawa, Canada Area

● Consolidated North American support team with combined products; developed operational efficiencies which increased productivity.● Developed and managed process documentation and improvements; continual service improvements raised customer satisfaction.

Kanata

● Supervised a team of up to 10 Technical Support Engineers, ensuring that each contact with the customer was a positive experience.● Handled escalated issues via phone and email, solving difficult technical problems that first level technicians were unable to solve.