Patrick Douglas Email & Phone Number

Bridgewater, New Jersey, United States

Bridgewater NJ

Bridgewater NJ

Roseland NJ

Piscataway NJ

• Led team providing world class service support to customers, field engineers and other cross functional departments while also spearheading process improvement projects or partnering with management in creation and.
• Led service contact center (Central Operations Group) where I ¬trained, coached, and led support staff consisting of 5 agents covering the entire U.S. helping achieve a 65% NPS (Net Promoter Score) in 2H13, improved.
• Maximized quality with the generation of monthly defect metric report and based on report created monthly training focused on driving down defects reported and drive rigor of quality standards w/ refresher training.
• Subject Matter Expert of Call Center Dispatch serving on global cross functional project team, developing SIPOC(high level process map), executing test scripts, and defining/tracking risk and issues enabling business.
• Headed project to align service business segment with Oracle platform for compliant quoting standards. Successfully designing document templates, implementing standard operating procedures, training (contact center.
• Fostered strategic cross-functional communications and meetings with internal departments and collaborated with management for streamlining and process development resulting in standardizing Service Operating Procedures.

Piscataway NJ

• Executed service specific and/or customer specific estimates and quotes, personally closing on 788k of revenue in last year.
• Supported contact center customers by answering over 13k emails and 8k calls contributing to meeting contact center goals of 85% @ 4 hours email response time and call answer rate to 85% @ 6 seconds.
• Managed Engineer Preventative Maintenance led workflow ensuring timely follow up on field driven opportunities with customer providing quotes and helping upsell Preventative services, refining incentive process with.
• Served as direct point of contact for priority response agreement customers with varying specialized needs and contracted response times and delivering on service level agreements keeping company complaint with.
• Receive requests for service from customers and manage them in line with company policy and systems, following them to completion to ensure a quality of service
• Establish close relationships with customers and commercial partners to gain their trust and respond to customer queries in a timely and professional manner.

Piscataway NJ

• Liaised customer live calls, email request, and web chat inquiries between 16 technical modality support lines ensuring proper customer triage to modality specialist while also gathering administrative information.
• Coordinated and supplied customer safety documents such as Material Safety Data Sheets, Certificate of Conformance, and Certificate of Analysis driving both company and customer safety compliance.
• Partnered with sales to support customer E-Licensing software renewals, answering customer E-Licensing questions and issuing software renewal keys driving customer functionality and renewal revenue.

Newark

• Provided phone support to high volume Violation Contact Center answering over 90 calls daily answering general and escalated calls and performing data entry/ follow up.
• Provided a communication bridge between customers and Leasing/Rental Companies concerning EZ-Pass violations
• Responded to customer invoice request, general inquiries, troubleshooting, billing questions, and account questions through email correspondence.

Bachelor Of Science (Bs), Marketing

Certification, Help Desk Analyst