Pat Harrison Email & Phone Number

Clients include: MERZ NA, GUTHY-RENKER, COLUMBUS SALAME, FRESH AND EASY SUPERMARKETS, F'REAL FOODS AND PREMIERE RESPONSE CONTACT CENTER. Contract with Consumer product goods companies to assess their consumer affairs department. Identify strengths and weaknesses within the organization and made recommendations to bring their Consumer Affairs department to the next level and prepare for future growth. • Create new processes and procedures for the Consumer Affairs function.• Implement new procedures to triage, validate and engage customers with escalated issues. • Developed crisis management program, trained and reduced liability.

Raleigh-Durham, North Carolina Area

Supported the strategic direction and operations of the Customer Solutions Organization. Responsibilities included overseeing daily operations of the department through leading, motivating, developing and managing team of direct reports; prioritizing departmental tasks; ensuring staff compliance with departmental SOPs; responding to escalated issues; monitoring calls and providing feedback and coaching to Customer Service Representatives to ensure quality service delivery; day to day metrics reporting in order to optimize resources and maintain operational consistency. Partnered closely with Senior Leadership, creating and delivering recommendations, reporting findings and advising on results in support of business goals.

Greater San Diego Area

Clients include: GUTHY-RENKER, COLUMBUS SALAME, FRESH AND EASY SUPERMARKETS, F'REAL FOODS AND PREMIERE RESPONSE CONTACT CENTER. Contract with Consumer product goods companies to assess their consumer affairs department. Identify strengths and weaknesses within the organization and made recommendations to bring their Consumer Affairs department to the next level and prepare for future growth. • Create new processes and procedures for the Consumer Affairs function.• Implement new procedures to triage, validate and engage customers with escalated issues. • Developed crisis management program, trained and reduced liability.

Socal

Socal

Southern California

Poway, Ca

With a business partner, opened a local catering company via word of month serving for 50 and less which included birthday parties, senior prom dinner for local Poway high kids, New years eve and corporate events.

Responsible for Kashi, Bare Naked Food and Stretch Island Fruit brand reputation for all consumer contacts including escalated issues and consumer protection agency inquiries. Provided training on crisis management, new products and customer relations development to ensure brand authenticity.• Successful customer relation’s integration of Bare Naked acquisition 2 months ahead of target with a 40% increase in first-call resolution.• Secured brand image during product recall by personally reaching out to consumers with a 100% call back inquiries within 24 hours.

Manager, Executive Customer Affairs -Represented Sony Presidents and Senior Executives on highly escalated customer calls and correspondence regarding service, sales and product issues..• Consistently provided distinguished approach in resolving customer issues driven by integrity, company loyalty and fairness, creating value to the brand and handling all contacts to senior executives.• Implemented business plan for new corporate blogging initiative for executive review in an effort to reduce class action litigation payout of $3.5 million. • Manager – Sony Family Center (In-House Corporate Retail Store for Sony Employees) (1989 – 1996) Supervisor – National Loss and Damage Claims – Logistic Services (1985 - 1989)Logistics Associate – Corporate Accounts Payable (1983 - 1985)

Greater New York City Area

Education record

Bs, Criminal Justice

Paralegal Studies Program, 2001 Accredited by the American Bar Association