Patrick Wait Email & Phone Number

United States

United States

United States

Develop data solutions to meet business partner requirements in a way that is analyst friendly, and easily consumable for data visualization tool implementation.DPO Verbatim: “Patrick has been instrumental in ensuring we are meeting objectives for Enterprise Analytics while managing multiple competing priorities. His ability to collaborate, provide insightful inputs and deliver above and beyond his assigned work has had a positive impact on not just the projects he works on, but also… Show more Develop data solutions to meet business partner requirements in a way that is analyst friendly, and easily consumable for data visualization tool implementation.DPO Verbatim: “Patrick has been instrumental in ensuring we are meeting objectives for Enterprise Analytics while managing multiple competing priorities. His ability to collaborate, provide insightful inputs and deliver above and beyond his assigned work has had a positive impact on not just the projects he works on, but also the member and employee experience. His leadership and passion for our mission is very much appreciated and he should be applauded for his impacts.” Show less

Cross-channel member experience analytics for Operational and Experience business needs. In this role I performed root cause analysis for process improvement using disparate data sources, and understanding digital and contact center contact drivers. This included product sales impacts, Digital Channel Containment, Transfer and Unnecessary Call mitigation research. In this role I provided recommendations that reduced hundreds of thousands of calls, and improved all routing decisions. I was also… Show more Cross-channel member experience analytics for Operational and Experience business needs. In this role I performed root cause analysis for process improvement using disparate data sources, and understanding digital and contact center contact drivers. This included product sales impacts, Digital Channel Containment, Transfer and Unnecessary Call mitigation research. In this role I provided recommendations that reduced hundreds of thousands of calls, and improved all routing decisions. I was also able to influence business decisions that improved productivity and reduced unproductive tasks.Process Owner Verbatim: “Patrick Wait has been a tremendous business partner. I have personally worked with Patrick and together we have achieved transformational change because of the innovative analytics approaches he has designed. The most recent examples are our call back metric and productivity metric for Claims. While adjusting our business model we could no longer measure performance the same old way. Patrick designed new ways to measure our phone effectiveness. One of the most impactful approaches was measuring first time resolution on contacts. Patrick’s new approaches has driven down call backs, post status call, in Claims over 20% in the last 9 months. Patrick has taught me how to aggregate the things we want to solve to multiply the impact of our hundreds of Claims managers. Patrick has built new ways to understand workload equity in Claims. This is not only great for the members, it helps level the playing field for the contact center by creating workload equity. He has helped us increase productivity in our newly created servicing team over 30% by more equitably sharing call demand among the employees. The productivity tools he built help our contact center leadership see how to make an impact. Patrick is successful because he listens to understand, dives in, and comes to his own conclusions and teaches you things you never knew.” Show less

Colorado, United States

Member contact representative specializing in Consumer Lending sales and servicing. As a Relationship specialist I had the opportunity to coach and mentor over 100 junior member contact representatives, and train them in additional skills to handle servicing, titling, and sales of complex collateral types. I was also able to perform root cause analysis to identify coaching opportunities, and remove wasteful calls from the Helpline.