Patrick Ballor Email & Phone Number

Tucson, Arizona, United States

-Host daily meetings to facilitate communication between management and agents regarding current and future goals, as well as any emerging trends that require investigation -Monitor existing data infrastructure for efficiency and downtime to ensure any anomalies are addressed with minimal impact to clients-Develop ad-hoc tools that work with existing infrastructure to automate and increase efficiency of internal processes-Review and submit changes to SOP to ensure consistency and relevance to current hardware and software specifications-Lead discussions around improvements that result in better documentation of Guardian platforms and processes, driving faster turnaround times and a better experience for the client-Complete diagnostic investigations and communicate findings to respective parties, utilizing these findings in processes or software improvements-Mentor new agents during on-the-job training with continued support as a subject matter expert to ensure processes and client needs are understood and met

Tucson, Arizona Area

-Assist with installation and troubleshooting hardware and software for fatigue management facial recognition system (Guardian)-Manage returned client hardware to diagnose root cause of failure and repair hardware or software as needed-On/Off-board new clients into fatigue management database (Guardian Live) by accurately configuring multiple resources customized by each respective clients' needs

Colorado Springs, Colorado Area

-Congruently manage up to 3 chat sessions with customers, resolve each issue in a timely manner.-Self - manage training and offline time to complete training lessons to stay on top of rapid changes.-Troubleshoot with customers to identify the problem and direct customer to the proper resolution.-Keep notation on trending issues to escalate for possible patching.

Pontiac, Mi

-Study client information to be a subject matter expert to assist Level 2 agents-Lead daily team discussions with Level 2 agents to communicate metrics and client changes-Assist Level 2 agents in all capacities: tool access, technical support, client escalation, etc…-Monitor call activity to make ensure highest Service Levels are met-Track data from various sources with Excel to report on call metrics

Pontiac, Mi

-Monitor high severity tickets and alert appropriate teams to ensure the client’s contracted timeframes are met-Troubleshoot software to find root cause and apply proper resolution-Train new agents on ticketing and client specific information-Review agent tickets for documentation and process variance-Collaborate with coworkers and leveraged teams to ensure processes are accurate, efficient, and easy to follow by agents

Auburn Hills, Mi

-Mentored new associates in the store to prepare them for the sales floor-Communicated details of new promotions being launched by Best Buy or a vendor to be utilized effectively and increase sales -Managed the department work schedule to balance sales and associates’ needs-Ran metrics reports for department sales associates to help each other develop in areas in need

Auburn Hills, Mi

-Showcase the benefits of products in an engaging way to build better relationships with customers-Helped customers explore all options to make sure their needs are met end to end-Performed nightly inventory duties to ensure all available product is out for customers-Regularly use POS machines to process cash, check, and debit transactions