Patrick Metz Email & Phone Number

Remote

Black Diamond, Washington, United States

Mercer Island, Washington, United States

Bellevue, WA

• Developed and delivered curriculum for all data collection activities.
• Coordinated with engineering and analytics departments to develop, innovate, refine, and stabilize field operative’s software applications.
• Innovated office-to-field communications strategy and protocols to increase remote employee efficiency and decrease errors.
• Managed day-to-day communications between HQ and a global, remote field team to maintain consistency and validity of data.
• Authored over 500 pages of original business and training content.
• Collaborated with technical and executive customers via phone and email, ensuring business and operational alignment.

• Developed methodologies for collecting real-time wireless service data.
• Conducted in-field training and assessment of new hires.
• Solved novel technical problems preventing lost time and repeat work.

Tukwila, WA

• Created raving fans out of upset customers via active listening, negotiation, skilled assistance, and masterful communication.
• Promoted in six months to manager in a high-volume call center.
• Screened potential candidates via phone, email, and resume.
• Created and taught de-escalation techniques for representatives, resulting in an 85% reduction in calls requiring supervisor contact.
• Analyzed data and metrics to continually improve processes.
• Trained unskilled and inexperienced agents in advanced internet connectivity, cable TV, and VOIP troubleshooting.

Provided business to business support for connecting to online payment gateway that allowed web sites to take credit card payments over the internet.

Ba, Political Science

Associate Of Arts, General Studies

High School Diploma, Applied Science And Technology

Activities and Societies: Honor Roll, Baseball, Advanced Placement Classes, Senior Events Committee.