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.

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.

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..

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.
• 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.
• 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.