Patrick Graham Email and Phone Number
Patrick Graham work email
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Patrick Graham personal email
Through my now 15 year career as a leader in the healthcare industry in Information Technology, Customer Experience, and Operations spaces, I’ve learned that curiosity and a limitless desire to grow will overcome any challenge. However, no one succeeds alone and building strong relationships with your clients and teams will get you the rest of the way.I have made a reputation as a creative problem solver and a servant leader of diverse multidisciplinary teams. By thinking around constraints and collaborating effectively, I have built several effective and high performing support teams that marry savvy use of data and automation with empathy and a drive for superior service. As a leader of IT centric teams, I have provided guidance and mentorship for up 48 reports over my career. I have built support models, standards and analytics from the ground up. I had taken an IT Department that worked off phones and emails, and transformed them into a high performance team to ITIL standards. I spearheaded several major projects to elevate the service we provided to the organization. These include, building a knowledgebase and a service catalogue to centralize information and enable self service options, creating analytics and reports to drive continual improvement in our support model, and working with vendors to selectively implement automation in our processes where they would add value.In the Customer Experience space I have worked on two eCommerce projects in the capacity of designing and implementing customer(patient) support and engagement models to support those new sites. Along with this, I worked with vendors and consultants to help build a new omnichannel call-centre platform that expanded the reach of our communications to webchat, SMS, and even video. I then provided leadership for these teams once operational.I am accomplished in building consensus and creating a cooperative environment across multiple teams and disciplines. This includes, experience in applying quality assurance, KPIs and evaluation practices in developing employee skills and preparing them for future opportunities. I am a strong proponent of servant leadership to enable the highest levels of service in teams.I am very passionate about my craft and am happy to connect or expand my network to learn and grow.
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Director Of Information Technology SolutionsFyidoctorsSurrey, Bc, Ca
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Director Of Information Technology SolutionsFyidoctors Jul 2023 - PresentCalgary, Alberta, CaIn this role, I pivoted to a purely IT related focus, trading the Customer Service Team for a Clinic Infrastructure Team. In this way, I became the owner for the IT footprint in each of our clinics, and the success of our staff and ODs that rely on us. While continuing to manage IT incidents as they occur, we have also initiated projects to improve the overall experience for end-users. These include:- A Roll-Out of a comprehensive service portal tailored to the needs of our diverse brands- Upgrades to End-Point security in each of our clinics to protect patient data while improving ease of use- Transitioning to new vendors to provide managed services for our network and printer fleet -
Director, Service CentreFyidoctors Jan 2020 - Jun 2023Calgary, Alberta, CaI led both an IT Service and Patient Facing support teams. In addition to providing leadership for these teams, I also create solutions and improvements to our service model. This includes introducing new SaaS solutions for case and incident management, architecting omnichannel communications processes and developing new patient facing teams to provide additional services. We are applying ITIL principles in governance in managing change in a rapidly evolving organization and preparing support for new business units as they are integrated.During my tenure as Director of the Service Centre I have accomplished the following.- Implemented a patient support model for a new Ecommerce Platform- Introduced technology for virtual eyewear styling and shopping- Collaborated with vendors to utilize a new omnichanel contact-centre solution- Transitioned printer support over to a Managed Print Service to streamline support and reduce overhead- Integrated IT Asset Lifecycle Management with our ERP- Standardized intradepartmental reporting for the IT Support Unit- Over three years, cut missed calls by two thirds, reduced email response time by 50%, and increased NPS results to above 70%
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Service Centre ManagerFyidoctors Jan 2019 - Jan 2020Calgary, Alberta, CaResponsible for the organization and implementation of a Service Centre consisting of IT Support, Clinic Services and Order Entry services under one roof for both internal and external clients; all under the framework of ITIL best practices. I married this with a passion for supporting our clinics and patients; building the best teams possible to carry out that mission. While I oversaw the day to day operations and success of the team, I also engaged in projects to elevate the support and care they provided.As the Service Centre Manager, I accomplished the following:- Integrated reporting and communications platforms between our Customer Service and IT Helpdesk Teams- Built a living knowledge hub to standardize information and processes and ease onboarding of new staff - Introduced a service catalogue to streamline and automate common requests from clinics and home office staff- Created new accountabilities for quality assurance, by introducing NPS surveys for clinics and call and ticket grading methodologies
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Customer Service Team LeadFyidoctors Jun 2017 - Dec 2018Calgary, Alberta, CaMy mission as Team Lead for the Customer Service and Data Entry Teams was to modernize their operations; to be more than a team that just answered phones and emails. This was done in two ways. This first was to create a sense of unity and identity in the teams, to positively engage with the teams and create buy-in with our mission and their role in our shared success. The second was to implement heretofore non-existent communications and support standards and processes for the teams, to estalbish clear guidelines and goals.As Team Lead, I accomplished the following:- Introduced case management systems and organization to better track requests and generate data on team performance and pain points- Implemented lean processes to the data entry team, automating some steps and eliminating unnecessary ones, to create a 20% increase in order entry efficiency- Built out framework for relationship management with clinics, including regular reporting and meetings, new escalation structure and introductions for new acquisitions- Increased team engagement and retention, through regular team activities and performance based incentives and gamification, leading to a 30% increase in team engagement scores and a 20% reduction in team churn
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Customer Service ConsultantVancouver Photobooth Nov 2016 - Feb 2017I developed sales and customer support procedures for photography services at Lougheed Mall over the holidays. This began with writing a guide for for transferring, printing and packaging photos over networked workstations. Once operation began I provided frontline sales service for families seeking photos over the holidays and trained other staff to do so. I continue to provide services facilitating photobooths at events and weddings throughout the Greater Vancouver Area.
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Training And Support ManagerAcanac Aug 2013 - Apr 2016My primary role has been to train and guide employees in the proper strategies for successfully engaging clients and resolving both conflicts and technical issues as they arise. Ran regular training sessions for new employees and monthly 'refresher sessions' for all employees covering changes in our operating procedures and retraining where necessary. Alongside this, developed training material in the form of presentations, scripts for training sessions and interactive documents to supplement staff training. I have also filled a role working directly with customers myself as needed and to test new support methodologies in the field, and work with the Quality Assurance department to identify weaknesses in our support strategies and improve upon them.Alongside these duties I also fulfilled the functions of the level 2 support department. I completed tickets in our Customer Relations Manager (CRM) with regards to escalated support issues requiring call-outs, static address assignments, customers requiring contact with our Tier-1 carrier, routing issues through our servers, and networking troubles as well.
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Store ManagerAcanac Oct 2008 - Jun 2013Managed the flagship store for Acanac Inc. in Toronto. In this capacity I hired and trained sales associates for the store. I engaged store customers and handled any intractable issues that required a managerial presence or ability to make difficult decisions. I oversaw cash transactions averaging $7500 per week in addition to credit card orders averaging the same, accounted for them, and ensured their safety. Met and exceeded sales targets growing from a store with foot traffic of around 10 customers to over ten-fold in a 5 year period. Completed a feasibility study as to expanding the store to available retail locations in community and regional shopping centres in the GTA.
Patrick Graham Skills
Patrick Graham Education Details
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University Of ExeterCritical Global Politics -
Brock UniversityHistory And Liberal Arts
Frequently Asked Questions about Patrick Graham
What company does Patrick Graham work for?
Patrick Graham works for Fyidoctors
What is Patrick Graham's role at the current company?
Patrick Graham's current role is Director of Information Technology Solutions.
What is Patrick Graham's email address?
Patrick Graham's email address is pa****@****ors.com
What schools did Patrick Graham attend?
Patrick Graham attended University Of Exeter, Brock University.
What skills is Patrick Graham known for?
Patrick Graham has skills like Training, Technical Writing, Instructional Design, Network Troubleshooting, Store/office Management, Quality Assurance, Management, Customer Service, Dsl/cable Technical Support, Sales, Troubleshooting, Problem Solving.
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