Patrick Clinton Email & Phone Number

Exeter, Nh, Us

Hopkinton, Massachusetts, United States

• Program manager for global services Cost of Dissatisfaction program driving product improvement and $30M+ in cost reduction through process improvement and generative AI technology.• Conceptualized & implemented generative AI use cases for the remote technical support organization reducing agent time spent on contact summarization by 25%.• Led process improvement initiative for time & materials organization recovering $4M+ in revenue at risk.• Developed best-practices for… Show more • Program manager for global services Cost of Dissatisfaction program driving product improvement and $30M+ in cost reduction through process improvement and generative AI technology.• Conceptualized & implemented generative AI use cases for the remote technical support organization reducing agent time spent on contact summarization by 25%.• Led process improvement initiative for time & materials organization recovering $4M+ in revenue at risk.• Developed best-practices for increasing customer product connectivity. Show less

Hopkinton, Ma

• Process design lead for end-to-end case management processes within customer support organization o Enabled retirement of legacy CRM platforms across the customer support organization. 15,000 + agents onboarded to Salesforce Lightning CRM. • Partnered with Change Management organization for remote technical support onboarding to Salesforce Lightning CRM • Designed processes for Dell support agents to collaborate with Dell support partners for mutually supported products.

Hopkinton, Massachusetts, United States

• Process improvement team lead for remote & field customer support organizations.• Implemented an executive review program of major customer impacting events caused by internal process errors across customer support, sales, and engineering organizations to reduce such events in the future.

Hopkinton, Massachusetts

• Program manager of “Hot Accounts Program” driving continuous improvement plans for top Dell accounts to promote continued partnerships and sales. Received executive level sponsorship, increased customer satisfaction scores, and improved customer sentiment• Designed & implemented workforce planning model consisting of historical and forecasted data to support global headcount alignment. This work resulted in the re-alignment strategy of the global escalation management organization to… Show more • Program manager of “Hot Accounts Program” driving continuous improvement plans for top Dell accounts to promote continued partnerships and sales. Received executive level sponsorship, increased customer satisfaction scores, and improved customer sentiment• Designed & implemented workforce planning model consisting of historical and forecasted data to support global headcount alignment. This work resulted in the re-alignment strategy of the global escalation management organization to better serve Dell customers and create tighter relationships with the sales organization Show less

Hopkinton, Massachusetts

Two-year leadership development program in which associates complete four six-month rotations within the global services organization driving executive level programs/projects. Completed rotations in IT marketing & communications, customer service transformation, global services product management, and global escalation management operations.

Hopkinton, Ma

• Introduced new global service request backlog reduction strategy, with an opportunity to reduce backlog across DPAD business unit by 71%• Developed reports for the basis of a partner rebuild program in EMEA and APJ, to further reduce service request backlog by 35% and redefine relationships with partners • Worked on multiple improvement projects resulting in the implementation of best practices in multiple processes/programs across the business • Implemented a new process for… Show more • Introduced new global service request backlog reduction strategy, with an opportunity to reduce backlog across DPAD business unit by 71%• Developed reports for the basis of a partner rebuild program in EMEA and APJ, to further reduce service request backlog by 35% and redefine relationships with partners • Worked on multiple improvement projects resulting in the implementation of best practices in multiple processes/programs across the business • Implemented a new process for technical account managers to speed up time to resolution for customer’s issues Show less