Patrick Duffield Email & Phone Number

Las Vegas

I was the department supervisor for the Resource Desk within Zappos Customer Loyalty Team. Reporting to the Director of ZCLT; our team of 40-60 depending on time of year was responsible for assisting internal front line agents with any knowledge or system issue and external customer escalations. As the highest point of contact for customer service, any CEO escalations were also resolved by my team. Our team had to be subject matter experts in all aspects of our customer service and any new initiatives that were put out, usually without foreknowledge of the specific change or initiative. This required everyone on the team to be open with new information within the team and proactive about finding out of the box solutions. Team communication had to be clear, concise, and constant. I implemented mandatory role rotations for all customer facing agents on my team to increase the overall knowledge and capabilities of the contact center. One of my responsibilities in this role was the dissemination of the knowledge and customer service skills that were gained within the Resource Desk as a specialty team that dealt with the most unique customer service situations within Zappos. To accomplish this, most agents were only on my team for a year before being forced to move to a new team, either to another specialty team or to the general customer service team. This movement of our agents created a progression path for agents and created frontline agents who were empowered to resolve any customer service interaction in one contact. In my tenure on the team, I either trained myself or supervised the training of over 250 reps.

Las Vegas, Nevada, United States

As a pest control professional I was responsible for the identification of pests and to implement a targeted pest control plan. While on-site I was the face of the company and had to decide on the best course of action. I also had to be able to explain the problem specifics and the solution (along with any future considerations to maintenance) in a clear, concise, and customer friendly way. All services were guaranteed and any issues for your client were your responsibility to resolve. Maintaining working knowledge and documentation regarding safety considerations for all chemicals including appropriate PPE.Responsible for company vehicle. Driving over 100 miles per day, 6 days a week.

Las Vegas, Nevada, United States

As the inventory manager of a the number one Fossil Store in Nevada, number 4 in the country, I was responsible for the intake, processing, and display of over 6 million dollars worth of merchandise per year. Daily average intake was 1000 items, mostly watches and handbags. Responsible for the stock room and inventory organization.Backup front-of-house lead. Customer service, cashing out registers, escalated customer service interactions, opening and closing store procedures.