Patrick Coleff Email & Phone Number

Durham, North Carolina, United States

• Train all customer relations employees, including new employee training as well as training existing employees on new processes.
• Establish and implement metrics for customer relations representatives.
• Develop new data ingestion workflows for use across the organization.
• Point of contact for publisher partners in our Scholarly Publishing Collective program.
• Support our Digital Access specialists with their workload.
• Resident expert for FreshDesk, ACS Advantage, and Silverchair systems in the Customer Relations department.

Durham, North Carolina, United States

• Setup, maintain, and troubleshoot access to our electric books and journals content.
• Provide sales support for our Library Relations and Books Marketing teams through account setup, maintenance, trials, and proforma generation.
• Using a set of QC reports I assisted in developing, evaluate system data for corrections and implement course correction for ongoing mistakes.
• Advocate for our customers in press-wide initiatives, working with departments across the organization including accounting, IT, marketing, and sales.

• Assist customers with book orders, journal subscriptions, and troubleshooting e-commerce issues.
• Triage incoming customer phone calls
• Resolve customer issues through our ticketing system, Fresh Desk

Raleigh-Durham, North Carolina Area

• Provide departmental administrative support for inventory, ordering supplies, staffing, vendor requests, and special events.
• Manage all incoming correspondence for the Divinity Bookshop, including e-mail, special orders, answer telephone, online orders, and interdepartmental communications.
• File and maintain all departmental records, including transfers, daily deposits, cash bank balances, documentation, and inventory.
• Supervise and train new employees on proper established procedures and sales protocol.
• Promptly resolve post-sales services, including issue resolution, in compliance with departmental procedures.

Raleigh-Durham, North Carolina Area

• Developed and executed a successful startup business plan, including estimating startup costs and maintaining a monthly budget, government filings, and payroll.
• Handled all expenses and revenue, ensuring all vendors were paid in a timely manner.
• Hired, trained, and scheduled new employees, implemented disciplinary action when necessary, and offered incentive programs for employee retention.
• Maintained the highest level of customer satisfaction, resulting in a nomination for “Best Cheese Shop” in the INDY Weekly.
• Prioritized specific tasks in a high daily workload to achieve the smooth operation and inventory of the store.

Culinary Arts Certification, Culinary Arts/Chef Training

High School