Patrick Beach Email & Phone Number

Erie, Co, Us

For personal and family health reasons.

Englewood, Co, Us

Developed and implemented custom reporting solutions and data elements to support a fraud investigation team. Created and presented new training solutions to expand team skills and improve cross-training between team members.

Greenwood Village, Co, Us

• Provided recommendations through process improvement, business and data analysis to deflect calls, reduce average handle time (AHT).• Recommended changes to improve service provision and the overall customer experience for a 500-person call center. Notable achievements while in the position included:- Successfully reduced average handle time (AHT) by 30 seconds.- Added valued input/recommendations which contributed to a decrease in annual call volume by 10%.

• Developed and implemented custom reporting solutions for an in-direct lending provider, correctly analyzed reporting capabilities and oversaw a highly visible project that revised key business metrics.

Oakbrook Terrace, Illinois, Us

• Developed and implemented client analytics and reporting designed to increase service provision and client satisfaction.

Aurora, Co, Us

• Developed and implemented quality reporting metrics for all clients, vendors and internal teams, presenting the metrics to the executive team in an easy to understand manner. • Initiated new process map development and implemented a new survey platform including associated reporting. Notable achievements while in the position included:- Successfully increased customer loyalty by 5% through in-depth regression analysis of both customer satisfaction and net promoter score (NPS).- Implemented change that improved the customer survey response rate by 60%.- Developed and instituted a highly effective data validation process which increased data accuracy by 20%.- Optimized staffing during the peak season by developing and implementing capacity models.

Aurora, Co, Us

• Managed a team comprised of account specialists working with top-tier clients, assigning and supervising the successful move of household goods. • Successfully resolved escalations and service failures in a timely, professional manner to maintain the level of customer satisfaction and loyalty. • Provided comprehensive training and mentoring of staff to drive an increase in both individual and team performance.Notable achievements while in the position included:- Standardized training materials and customs requirements to improve the overall efficiency. - Reduced the new hire onboarding time by 50% by developing and implementing a highly effective accelerated training program. - Produced a 10% increase in revenue for a key client by devising and implementing a new pricing model. - Prepared a case study to reduce employee turnover by 50%.

Aurora, Co, Us

• Led in the customer service coordination and freight forwarding of local, interstate and international household goods shipments, including air, sea, truck and long-term storage. • Served as the primary point-of-contact for transferees, working to ensure the delivery of a flawless relocation experience. • Ensured that customs requirements were met within a variety of countries by collecting and filling out the required forms and documents. • Managed the freight forwarding of shipments in line with strict IATA, TSA and other international standards. Notable achievements while in the position included:- Promoted due to the leadership and service provided while in the position.

Associate'S Degree, General Studies

Business Administration

Business Administration