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 implementation of operating procedures. • 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 1.5% in contact center avg live answer rate (85% in 2012 v 86.7%), email response time 90% @ 4 hours despite a small team.• 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 resulting in 64% drop in defects.• 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 segment to move away from legacy service platform Service Center and implement new service platform Service Maxx. • 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 agents and other supporting functions), reporting metrics and driving rigor of service contact team to an order closure rate 56% in < 60 days generating over $4M in revenue in last year.• 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 Marketing to deliver improved approval process, increase PM revenue, and enhanced customer satisfaction. • 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 terms.Provide excellent customer service for customers to both internal and external GEHC customers on a consistent basis.• 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.• Build effective relationships with the commercial and sales team to understand the impact on customer service.

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 decreasing customer hold, re-route phone and web chat times, and email response times.• 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