Patrick Mccolley Email & Phone Number

Owatonna, Mn

• Supervisor for 145 employees and temporary associates in 5 unique departments in the Consumer Contact Center• Create and manage 5 unique annual department budgets• Designed and implemented employee sales and call metric tracking tools• Monitor changing call volume and contingency plans to deliver exceptional customer service• Successfully transitioned outsourced customer service functions into the Contact Center• Assisted with the functional design, testing, and implementation of Cisco and Verint upgrade projects• Collaborated with Web Design and Customer Service teams to design and implement a new Contact Us form• Redesigned our quality monitoring form to be used across all phone and email teams in our location• Implemented a new recognition program tied to goals specific to job functions• Aided in the design and implementation of a new functional workspace housing 92 workstations

Greater Minneapolis-St. Paul Area

• Supervised 18 employees across 4 teams in the Contact Center• Held regular meetings with employees for coaching, career planning, and quality monitoring• Created travelling trophy incentive program• Created individual agent metrics reporting for Contact Center Leadership• Helped define process for E-Check payments, working with multiple departments and product lines• Administrator for Verint and Email Management software products used across the enterprise• SharePoint Designer for Contact Center, maintaining accuracy and consistency of the site• Worked with IT department on a project to scan and maintain Jostens’ paper files in electronic format• Helped refine new invoice printing process for ease-of-use and cost savings

Greater Minneapolis-St. Paul Area

• Assisted customers with sales and service questions via phone and email• Performed testing on website and administration software• Subject Matter Expert• Product and phone system trainer

Greater New York City Area

• Coordinated new hires’ voicemail setup, photo IDs, access cards, long distance codes, and online purchasing • Coordinated ordering of printed materials• Received, sorted, and delivered mail and messenger packages throughout the day• Packed and shipped outgoing packages, mail, and invoices• Performed office moves and showroom setups