Patrick Larkin Email & Phone Number

Chicago, Illinois, Us

Staten Island, Ny, Us

In this leadership role, I manage the company’s quality assurance department, overseeing call center quality for 900+ agents in multi-site call center. In addition, I am responsible for overseeing the quality assurance of new product launches; the optimization of various processes; and company adherence to all compliance regulations. Details: • Leverage data and analytics to efficiently monitor agents for stealing, fraud, and adherence to both scripting and compliance regulations• Responsible for balancing margins, budgeting, and staffing requirements to provide a reliable and consistent quality product for all clients• Lead new product and process design and roll outs across 900-agent call center enterprise• Implement processes to effectively evaluate call center agents based on production metrics and client conversions• Continually enhance automated pipeline for messaging to improve product quality and communication• Expand use of analytics to drive greater consistency in compliance• Manage multiple domestic and off-shore call center vendor / outsourcer partners• Responsible for the integration of a new automated platform to leverage voice recognition keyword search technology• Developed live call monitoring process to enhance existing quality assurance process

Staten Island, Ny, Us

• Supervised account management team and worked with account executives to optimize top-tier clients• Managed record media buy, CV operations, Connect First dialer and 25-person call center team• Developed and pioneered company’s proprietary call-verify product line, which yielded an average 10% client conversion• Recorded company monthly client allocation and used sophisticated sales forecasting to assist with media spends and target potential revenues • Used forecasting analysis to identify trends in call volume, agent production, dialer efficiency, staffing, and client allocation, contributing to the growth and development of all call center-related products and services• Created centralized database for client conversion data, which enabled the tracking of client conversion by call center agent, center, record source, geo/demographic and HS grad year and education level

Staten Island, Ny, Us

• Effectively managed and analyzed 200+ client accounts resulting in $18M annual revenue• Responsible for solution selling, developing new sales opportunities within existing accounts and through cultivating new client relationships• Managed all aspects of sales, including initial prospecting phone calls and research and client maintenance to collaborative optimization, deal-closings, etc.• Enhanced client campaigns through data analysis and back-end optimization in order to meet and exceed client conversion goals and improve company products and services • Organized face-to-face meetings with prospects and current clients in order to pitch and present CollegeBound’s suite of services

Staten Island, Ny, Us

• Directed prospective college and career school students to appropriate degree and certificate programs• Collaborated with call center managers to enhance telemarketing techniques and provide new employee training

Master Of Business Administration (Mba), Finance

Master Of Business Administration (Mba), Business Management

Bachelor Of Science (B.S.), Marketing