Patrick Lacroix Email & Phone Number

Nashua, Nh

• Provides direct supervision and management to inbound Customer Service Supervisors.• Manages daily operations and activities of representatives in the contact center.• Assists with development, analysis and implementation of staffing, training, scheduling and reward/recognition programs.• Addresses disciplinary and/or performance issues according to company policy and provides accurate and timely documentation to the HR Department• Ensures contact center performance goals are met, including those related to customer satisfaction, service quality, and productivity. • Monitors and evaluates staff members through careful and regular assessment to improve performance and achieve expected volume. • Analyzes reports on, and resolves customer and operational issues that negatively affect service quality. • Facilitates problem solving by establishing and maintaining active communication throughout the organization.

Nashua, New Hampshire

• Maintains adherence to department schedules and workloads to meet Service Levels• Train and instruct employees.• Communicates with other departments and management to resolve problems and expedite work.• Interprets and communicates work procedures and company policies to staff.• Help workers in resolving problems and completing work.• Resolve complaints and answer questions of customers regarding services and procedures.• Review and checks work of subordinates such as reports, records, and applications for accuracy and content and correct errors.• Prepare, maintain, and submit reports and records.• Make recommendations to management concerning staff and improvement of procedures.• Monitor call center performance and actively contribute to solutions. • Manage any website errors reported my customer service. Work directly with website development to resolve any issues. • Project lead for survey implementation and quality management system. Work directly with project managers in inContact and NICE call center software systems. • Interview and on-board call center agents based on company needs. • Manage the training department in customer service. Manage department needs for new hire training and veteran training. Facilitate prioritization and consensus of departmental needs for the training team.

Greater Boston Area

• Responsible for coaching and driving performance of 18 product support representatives. • Motivating staff with frequent recognition for exceptional performance.• Holding regular performance discussions and events with employees which have resulted in a high morale and friendly client interactions. • Skilled in staff problem-solving solutions to employee’s performance or attendance problems.• Organizing and hosting weekly management meetings. • Developed and maintained an internal feedback program to aid in the performance and operation of the department. Communicated to upper management on a monthly basis on department trends from feedback delivered. Employee groups that benefited from this feedback program included phone representatives, advanced technical team, operations department, webmail/chat department, assist line/quality team, and global service readiness team. Positioned the program to be used on a global format in the future for other call centers. • Worked closely with many other departments within the Company to ensure successful operation of the product technical support center.

Greater Boston Area

• Responsible for coaching and driving performance for a team ranging from 8-12 Bose employees. • Handled escalated customer issues and answered any questions that come through on the Peer Coach Assist Line. Provided a leadership presence while on the assist line to help ensure the best work experience for any representative in the call center.• Efficient in wireless and home theatre technology.• Coordinated and presented a call center wide training on Outlook. • Worked closely with many other departments within the Company to ensure successful operation of the product technical support center. • Lead Peer Coach for multiple new product launches. Provided feedback to phone representatives and Global Service Readiness team to ensure successful product launches.

Greater Boston Area

• Achieved top ten awards in the department for performance metrics. • Part of the original SoundLink Air team.• Seasonal Team Leader – responsible for seasonal temporary representatives in both single connect and multi connect. Held weekly or biweekly coaching sessions with team representatives. Managed daily check-ins to provide operational feedback. Provided a superior work experience by quickly resolving work related issues for team representatives. • Transitioned multiple single connect and multi connect classes.• Conducted interviews and graded technical assessments for the incoming single connect hires.

Greater Boston Area

• Professional Product and Technical Support– answered client support calls relating to product usage and recommendations, technical troubleshooting, data entry, and parts/repair management.