Patrick Lynch Email & Phone Number

Reno, NV, US

• Responsible for the day-to-day operations and profitability of 70 franchised spas in 4 states and a $70 million P&L
• Oversaw the acquisition and onboarding of 30 clinics in a 2-year period
• Launched a near-shore, outsourced customer service call center in Jamaica, reducing labor costs by $1.5 million per year while increasing consistency, oversight, and customer satisfaction
• Created a shared services organization to oversee strategic planning, project management, inventory/supplier management, real estate/facilities management, and business analytics
• Implemented several software solutions to streamline real estate portfolio management, state and county licensure compliance, supply ordering, and maintenance ticketing
• Rolled out new inventory management process and renegotiated vendor contracts resulting in a 5.5% YOY decrease in non-payroll COGs

San Francisco, California, US

• Launched new market, onboarded 7 strategic partners and grew revenue to $10 million in less than 1 year
• Worked with corporate stakeholders and local experts to create operating procedures for new market while ensuring compliance with state and local regulations and standards for care
• Streamlined re-staffing protocol to increase operational efficiency and customer satisfaction
• Restructured teams to increase inbound call answer rate and first call resolution

Denver, CO, US

• Responsible for clinical outcomes, operational efficiency, and overall profitability of 13 outpatient dialysis centers and a $65 million dollar P&L
• Implemented strategic initiatives and outlier processes to improve clinical quality scores by 25%
• Optimized patient schedules and implemented data driven oversight resulting in a $500K YOY improvement in labor costs
• Designed and implemented career development program to improve proficiency, accelerate certification, and increase engagement and retention of licensed clinical staff
• Maintained strong relationships and fulfilled fiduciary responsibilities to joint venture partners
• Wrote and implemented new natural disaster emergency preparedness plan after Hurricane Harvey

Englewood, CO, US

• Oversaw 4500 call center agents in 8 outsourced sites using 4 different vendors and an annual budget of $80 million
• Implemented operational strategies and overhauled leadership team and incentive plans to turn-around several underperforming locations and move region from worst to first, outperforming all domestic and near-shore.
• Wrote and negotiated vendor contracts, established KPIs and audited invoices and incentive payments
• Conducted time-in-motion study and implemented plan that reduced agent handle time by 11%
• Improved workforce planning reporting and oversight and reduced fluctuations in ASA
• Launched new vendor call centers in Manila, PH and Guadalajara, MX

Englewood, CO, US

• Served as the primary liaison between corporate stake holders and the customer service operation
• Worked cross-functionally on upstream issues to improve net promoter score by 16%
• Developed support plan for launch of white-labeled satellite internet product including developing business rules, staffing plans and agent training
• Scaled operations to support a rapid ramp to over 400,000 internet customers in 1 year while decreasing contact rate and improving customer satisfaction
• Improved chat tool layout and process flows resulting in a 50% reduction in chat average session time
• Increased partner usage of DISH chat tool by 10X, reducing transfers, increasing sales completion rates, and creating a seamless customer experience

St. Louis, MO, US

• Conducted industry research, including expert interviews, and developed a go to market plan and revenue projections for new internet infrastructure management products
• Analyzed key financial data and market trends to rank potential acquisition targets
• Benchmarked distributor network management techniques and disseminated best practice guidance

Washington, DC, US

• Wrote and negotiated a natural disaster mutual assistance agreement between the U.S. Marine Corps and the government of Japan
• Liaised with Japanese civilian, military and government officials to schedule and facilitate training exercises for over 3,000 U.S. military personnel on mainland Japan
• Advised and coordinated with Iraqi Army commanders to conduct over 200 U.S. and Iraqi combined combat operations in Haditha, Iraq
• Lead over 300 combat missions, neutralizing insurgent attacks, detaining 12 high-value targets and confiscating numerous weapons resulting in an 80% decrease in incidents of enemy activity in Fallujah, Iraq
• Developed training curriculum and served as lead instructor for Reconnaissance Indoctrination Program
• Oversaw physical fitness training and testing for all base personnel

Master Of Business Administration (Mba), Business Administration And Management, General

Bachelor'S Degree