Patrick L. Email & Phone Number

Omaha, Ne, Us

Eagan, Mn, Us

Currently leading a remote client concierge team that handles multiple projects for a large base of our clients. Manage develop and build out multiple projects to enhance our clients members needs.

Eagan, Mn, Us

• Currently leading a team than handles multiple projects for many different clients. Helping people get the medicine they need to feel better and live well. Handling Medicare Part D and Commercial Pharmacy Health Plans. • During this role I have done an interim recruiter role for Prime and An interim/ambassador manager role for many months to help Prime meet and exceed its goals. • Actively play a role in major projects for Prime and its future. Leading recruiting and interviewing for department. • Currently leading one of the top performing teams across all of Prime. Consistently on leadership monthly recognition list for top performing team. • Team engagement focused. Team performance driven and my teams continues to stand out in overall quality and performance scores. • Leading a highly trained team to help with Part D, Medicare and Commercial Health Plans for multiple clients. • Team consistently out performing all other teams in all areas. • Coaching calls in NICE program and live listening sessions with clients weekly. • Quarterly and yearly reviews in Workday.• Positively inspiring people to impact the world around them each day. • Review, communicate and coach to daily performance, quality, behavior and attendance standards for a team of 15 people. Utilize formal correction action and documentation procedures as needed. • Impacted Prime across USA by contributing to and execute on new strategies related to training, • Participating with weekly team and client listening sessions. • Completing weekly 1on1s, quality reviews and coaching sessions to make sure each agent on my team is driving metrics. Multiple team learning sessions and stand-ups that are interactive, engaging that inspire my team daily. • Very active in hiring staff for entire call center. Participated in multiple local career fairs for company.

Eagan, Mn, Us

Worked as an Operations Manager in an Ambassador role while in current position.

Newport Beach, Ca, Us

• Led, inspired and motivate a team of customer representatives to effectively manage without error the processing of billions of dollars in applications yearly. • Recruit, hire and train staff. • Team attained highest ranking in overall metrics. • Attention to detail and leadership of a front line customer service team that handles all aspects of a customers account. • Monitor workflow and service levels to ensure alignment with productivity and quality goals. • Handle and resolve complex issues with customers by using appropriate guidelines for special handling and effectively resolving or minimizing escalated issues. • Coordinate New Business RSD JP Morgan Chase processing team workflow.• Provide regular, ongoing feedback regarding staff performance and delivering annual reviews • Coordinate and delegate coordination of new hire training, and monitor to ensure it is conducted efficiently and in a manner that enables staff to successfully develop skills and knowledge. • Personnel Interviewing and hiring for organization• Monitors customer calls for all contact center departments (to ensure company standard adherence and legal compliance. Made recommendations for improvements. • Ensuring staff has clear development objectives and resources to accomplish goals. • Helped recruiting by attending career fairs• Such nice people at Pacific Life, I really learned for the first time about the Insurance industry and how to excel in a role I knew nothing about.

Sunnyvale, Ca, Us

• Provide leadership and support to Supervisors, Customer Advocates and escalated customers Took customer calls and handled escalations as well as led many teams at PayPal. • Handled account managed inquires• Coach team members daily in productivity and performance, along with ensuring we're providing the best member experience.• Monitored and reviewed all customer service calls and emails. Made recommendations for improvement to team. • Assisted in hiring and recruiting candidates for multiple departments. Trained and coordination training for multiple areas. • Detailed work involving customer accounts, while leading a customer service team. • Analyze data trends & develop plans of action to manage departmental challenges.• Analyze available metrics, reports and other information to identify trends and needs.• Assist with Escalations via email and phone.• Coach team members on their career development.• Coordinate and collaborate cross-functionally as needed.• Continually provide feedback to all levels of management regarding necessary changes and updates; including policies, upgrades, and customer care issues• Inspire, motivate and help team to exceed expectations• An amazing place work and great people here! Loved LinkedIn!

San Jose, Ca, Us

• Led a team of Senior Agents that took escalated calls and internal question calls from teammates. My team also handled internal chat inquires and any legal and customer complaints. • Multiple years of new hire orientation, hiring and training. Responsible for talent acquisition and welcoming to team. • Reviewed all internal teams calls. Scored, evaluated and made recommendations to teammate on ways to improve customer service • Handled Account Managed inquires.• Met weekly with direct reports in 1on1s. • Built, developed and led a team of senior agents into a highly responsive team that met and exceeded required performance standards. Consistently ranked in the top 5% of supervisors for overall metrics. • Responsible for building up and layout out plans for all of ICA (Internal Consultancy and Advise) for North America. • Worked on multiple projects that built out ICA to reach a broader base of teammates within North America. • Developed and communicated action plans for individual senior agent performance based on assessment of strengths and weaknesses. • Identified unique training needs for the team and worked with the training department to ensure training was developed and delivered to agents. • Participated in recruiting sessions for new facility in Chandler, Arizona in August 2010. • Awarded Supervisor of The Year in 2007 for inspiring and motivating teammates to make a difference to customers. • Attended eBay Live and worked beside CEO. • Identified unique training needs for the team and worked with the training department to ensure training was developed and delivered to agents. • Presented to all PayPal leaders and Executives at end of year regarding Customer Solutions year end performance. •Consistently exceeded all metrics and became a go to person for many.•PayPal is an amazing place and so many great people here! Spent many years here learning how to be the best leader I can be!