Patrick Mckenzie Email & Phone Number

London, United Kingdom

Waterloo

As a Service Operations & Customer Advocacy Manager, I collaborate closely with first-line leaders in Service Operations, advocating for customer service excellence. This involves direct engagement with end-users, product lines, account teams, and various stakeholders to address issues and enhance processes, particularly from a T2R perspective. The primary focus is on expediting issue resolution for customers, improving feedback, and fostering a service-oriented mindset. In my role as a customer advocate, I strive to contribute to an enhanced customer experience and drive increased revenue for the business.

London, United Kingdom

Led a proficient team responsible for managing Voice network alarms and planned changes across traditional and IP services. Successfully resolved multiple Voice incidents, earning recognition at the director level. Rapidly grasped existing practices upon joining, identified areas for improvement, and significantly boosted team engagement, reflected in a 90% score across 'Leading and Managing Our People' in the most recent engagement report. Actively engage with the senior leadership team through daily huddles and regular 1:1s. Take charge of managing Voice incidents, providing real-time reporting during incidents and comprehensive post-incident reports afterward.

London, United Kingdom

Identified potential gains in a new alarm monitoring system for PSTN and successfully developed a robust business plan, securing £228K to enhance the alarms platform. Implemented correlation and automation in the network alarms through the new system, forecasting a substantial saving for the business.

London, United Kingdom

Managed a team of ISDN30 diagnostic engineers as the Service Manager, implementing performance management strategies for coaching and recognition. Elevated team performance to efficiently consolidate workloads across T2R and L2C teams. Skillfully managed costs for T&S and overtime while establishing a robust CARE lead to address concerns. Led selection exercises, successfully securing new roles for excess resources.

Croydon, United Kingdom

Attained the position of Manager for a team of highly skilled switch engineers, driving significant improvements leading to the team's achievement of the Continuous Improvement Bronze Accreditation. Implemented new standards for performance assessment and cost analysis, enhancing understanding of core work activities. This approach facilitated improved production planning and garnered recognition not only within my team but also from the wider senior management team.

Richmond Upon Thames, London

Elevated to the position of Operations Manager on a field team that was underperforming against targets following recognition for achievements on the transition team. Addressed challenges of unclear direction, low morale, and disorganisation by promoting a culture of teamwork and implementing supportive management practices. Leveraged strong engineering knowledge and regular check-in calls, leading to a substantial turnaround in both performance and staff morale.

Richmond Upon Thames, London

Collaborated within a dynamic team of Customer Service Engineers, providing comprehensive support and service to residential and business customers nationwide. Demonstrated exceptional motivational skills, frequently relied upon to assist team members, ensuring the consistent fulfillment of company promises to customers. Facilitated voluntary loaning initiatives across the country to enhance service delivery.

Level 3 Electrical Installation, Electrical/Electronics Equipment Installation And Repair, General, Pass

Education record