Patrick Fitzgerald Email & Phone Number

Rotterdam, Zuid-Holland, Nl

Leading global service consultant teams providing technical support for B2B e-commerce customers.

Westlake, Texas, Us

Responsible for the technology needs of over 700 Customer Experience users and another 1,300+ stakeholders consuming customer data.- Grew Operations team from the ground up to having a team dedicated to system governance, platform administration, data analytics, and project management.- Built the Support headcount forecasting & cost allocation model used to keep Support’s P&L in-line with annual budget planning.- Led the RFP and implementation of Vonage-Salesforce integration with a new global phone tree replacing over 30 separate menus.- Led the RFP and re-implementation of Certinia PSA within its existing instance, while maintaining functionality for 500 Professional Services users.- Increased voice of customer (VoC) survey response rate by over 500% in 4 years, with up to 17,000 points of feedback generated annually.- Integrated 17 new Support & Services departments from M&A into unified global structure.- Migrated 300 Support agents from Desk.com to Service Cloud due to Salesforce product lifecycle.- Managed Support migration into Desk.com from pre-acquisition platforms.- Developed Customer Experience (CX) metrics and dashboards, establishing a source of truth while facilitating self-service reporting through documentation and training.- Met regularly with stakeholders across Support, Services, Finance, HR, Legal, and Development to drive alignment and prioritize cross-functional projects.

Westlake, Texas, Us

Driving increased efficiency and collaboration across global business units through Customer Support and Professional Services initiatives including:- CRM platform migration, consolidating all product support teams on Desk.com.- Increasing transparency and distribution of information via newsletters and regular leadership meetings.- Establishing Corporate governance over business processes and systems to create best practice operations.- Developed, administered, and performed business analysis on 2016 customer NPS survey sent to over 40,000 contacts.- Migrating Services teams into FinancialForce.com and creating a unified vision for the rest of ECi Services to operate in one platform.- Planning and Executing Customer Service Week celebrations.- Championing consistent KPI and goal-setting among varied business units to enable best practice sharing between teams.

Folsom, California, Us

Personnel Management• Providing regular one on one meetings coaching to performance and career objectives.• Managing twelve Product Support Specialists representing the Level 1 and Level 2 teams.• Delivering quarter-end and annual performance reviews.• Worked cross-functionally with other departments to find advancement opportunities for high potential team members.• Recruiting, screening, and interviewing candidates for open team positions.• Onboarding and training new Product Support Specialists as well as helping other departments' new hires understand their relationship with Customer Care.• Confident applying the Insights people development model to team members and peers, enabling improved communication.• Ensuring smooth resolution of disciplinary processes.Analytics and Reporting• Correcting, updating, and creating Key Performance Indicator metrics for department to enable new conversations with Board of Directors.• Preparing monthly department slides for Board of Directors meeting.• Utilizing Excel, Access, and CRM reporting tools to create meaningful reports.• Translating raw statistical data into individual and team coaching to foster ongoing process and knowledge improvement.• Developing and implementing customer retention studies based on existing survey results.Operations Management• Designing standard operating procedures for future of the business, with an emphasis on customer life cycle and departmental metrics.• Resolving escalations to the satisfaction of the customer and building increased loyalty from what was initially a risk to the business relationship.• Planning for daily staffing to provide customers with support when they need it, while simultaneously utilizing the Support team to assist with business initiatives.• Motivating team members to achieve objectives with limited resources during an extended period of rapid change.

Irvine, Ca, Us

Successful performance and behavioral coach with a proven track record of leading teams to improvement as evidenced by my teams’ success.Personnel Management• Preparing monthly employee reviews and tracking trends over time to coach to success.• Supervising as many as 32 representatives while addressing all assigned tasks.• Mentoring new Senior Support Representatives as they enter the role and educating them on the resources at their disposal.• Over 6 years’ experience coaching to performance and behavioral improvement, guiding employees through the tier system and into other roles within the company.• Fluent in DISC and Myers-Briggs personality profiling as well as how to best adapt communication from one person to another.• Skilled at implementing disciplinary actions while working towards a positive resolution.Project Management• Capable of fostering a project from the ground up as shown by rebuilding Blizzard’s direct hiring process after having previously used a third party agency to staff up. • Successful in defining new roles and departments while adapting to frequent responsibility adjustments as evidenced by helping create the Service Level Coordinator role for Blizzard.Operations Management• Adept at dealing with potentially suicidal and irate customers to ensure a safe outcome.• Confident as Manager on Duty for entire Support department, dealing with real life threat contact resolution decisions, queue management, and overall office administration.Information Analysis and Reporting• Extensive experience in evaluating and communicating employee metrics and performance.• Considerate of the needs of executive management when preparing reports to be sent upwards, specifically focusing on ease and speed of information presentation.• Fluent with Microsoft Office suite and utilizing it with reporting tools to develop clear pictures of operations to allow for strategic planning.