Patrick Maclaurin Email & Phone Number

Atlanta, Ga, Us

Davidson, North Carolina, Us

Manage a national team focused at supporting digital experience for the company. Responsible for processing thousands of transactions a day. My team is fifty strong comprised of leaders, coaches, and associates all focused on bringing the best service possible in the most efficient manner.

Davidson, North Carolina, Us

Guided the supervisory team to reach improved associate development, effective communication, and overall engagement. Identified automation solutions to manage high volume requests while ensuring an efficient cost-benefit ratio. Developed a team to provide an effortless experience where the customer leaves more comfortable with their chosen channel than before contacting MSC. Trained and mentored up to 3 supervisors and over 40 line-level employees at a time. • Streamlined the email staging areas, improved verbiage for automated responses, and maximized workflow for emails, chats, and calls in preparation for new multi-channel platform implementation. • Applied business-owner mindset, workforce development insights, and expertise, improving employee engagement scores to over 70% due to leading a cross-functional team of supervisors in multiple locations.

Davidson, North Carolina, Us

Developed, trained, and coached employees to maximize performance and outperform national metrics. Dedicated a majority of the time on productivity and harmony of the team to ensure retention of talent. Created segmentation of roles to put the right person into the appropriate role. Trained and mentored over 20 direct reports. • Identified automation solutions to reduce the number of times orders were touched. These efforts resulted in six projects to improve efficiency allowing for focus on orders that truly needed manual intervention. Projected cost deferment for the company was upward of $2M.• Created a process where automation solutions were reviewed outside the normal prioritization committee, reducing red tape and allowing programming efforts to begin more quickly.

Davidson, North Carolina, Us

Managed a team of inbound customer care and eCommerce associates. Embarked on a journey after the new website platform was launched. Created and established new processes to ensure customers were satisfied with new site interaction and support experience. Trained and mentored 12-16 direct reports. • Expanded responsibility and scope after two years to include Inbound and eCommerce employees based on leadership performance and aptitude to take on more and learn a new venture. • Made changes in the eCommerce team by adjusting assignments, so all national groups accessed EDI orders versus the geographical account responsibility that existed prior. This allowed the west coast team to access east coast orders after their local centers closed. This improved productivity and customer experience across the nation. • Established protocol requiring eCommerce team members to complete all inbound calls versus transferring calls to the Inbound team, balancing the workload and ensuring the eCommerce team kept their knowledge and skills up to date.

Omaha, Ne, Us

Managed a team of salespeople focused on converting calls into purchases of phones and accessories. Coached team on advanced sales tactics to ensure they could effectively persuade a customer to purchase a wireless service, phone, and related products. Conducted development sessions to ensure direct reports could intelligently speak to a customer about the best solutions for the needs. Trained and mentored 12-45 direct reports. • Coached lowest-performing employees in the call center to improved performance. Conversion rates went from 4.6% to 10.1%, with a goal of 6-8%. This effort was made in addition to regular responsibilities. • Led team to achieve top performance each month on their conversion rates. Improved leadership skills by completing a 40-hour course in four months which was not completed by any peers. • Saved multi-million-dollar contract with AT&T after finding employees defrauding the company and putting measures in place to prevent this activity in the future.