Patrick Hedges Email & Phone Number

Pomona, California, United States

Provide organizational leadership tasked with developing necessary tax jurisdiction relationships to gather agency requirements and coordinate the acquisition, conversion and load of property assessor, tax billing and delinquency automated data to support tax line identification, reporting and analysis for best in class tax service vendor.

Thousand Oaks, CA

• Led business operations efforts for 6,000 person Enterprise Shared Services (ESS) organization. Highlights include:
• Responsible for the accurate and effective ESS executive-level storytelling. Introduced the Business Ops Hub, an online landing zone for information sharing and collaboration that supported the delivery of a single.
• Upgraded the organization’s use of performance metrics through the use of statistical process controls, effective visual indicators and structured validation and review routines. This resulted in more reliable.
• Coordinated business support programs using a matrix approach that included: a) staffing and location strategies that aligned to operational and organizational health considerations, b) employee development and.

Thousand Oaks, CA

• Responsible for delivering operational support programs to Default Servicing Case Management and Enterprise Complaint Resolution organizations. Highlights include:
• Established Performance Management team that developed source system integration, data control processes and web based performance scorecards covering incentive plans for 19 distinct roles.
• Implemented line of business change management processes, including problem statement intake, subject matter expert assignment, desktop procedure and employee readiness functions.
• Managed delivery of various process modifications. One example reduced process steps while remaining compliant with Treasury Department HAMP Reasonable Effort processing requirements. Another successfully closed OCC.

Simi Valley, CA

• Responsible for leading data driven performance assessment and improvement for Balboa Insurance Tracking, an industry leader in the provision of risk management and loss mitigation solutions to financial institutions.
• Provided continuous improvement analysis and project management obtaining 115% return on investment and addressing numerous customer experience opportunities. One example was continuous carrier migration data analysis.
• Designed and led implementation of reporting tools and processes including web-based Activity Based Costing and Scorecards and automated capacity management forecasting.
• Instituted a holistic Quality Control and Quality Assurance program that drove best-in-class quality performance. Developed illogical conditions reporting for key clients.
• Oversaw an upgrade in Learning and Development capabilities for the organization.

Thousand Oaks, CA

Provided process improvement and project management expertise to organizations in a variety of industries.

Calabasas, CA

Managed Account Managers and corporate projects to drive the achievement of operational results for provider of temporary laboratory and healthcare knowledge workers with annual revenues of $200MM.

Encino, CA

Managed new service development process and marketing programs for security services provider with annual revenues of $1 billion in support of the company’s field sales and operations organization.

Masters - Mba, Business Administration, Dean’S List,

Activities and Societies: Marketing & Entrepreneur Associations

Bachelor Of Science (Bs), Electrical Engineering

Activities and Societies: National Merit Scholar, I.E.E.E., Phi Gamma Delta fraternity