Patrick Luna, M.S. Email & Phone Number

Houston, Texas

Responsible for leading over 200 people in diverse cross-functional contact center teams including Training, Quality Assurance, Reporting, Data Analytics, and vendor relationships for our International Contact Centers. Currently positioned as a Process and Procedure expert for the cargo contact center, focusing on projects to improve and create efficiencies utilizing technology and digital avenues. Consistent work providing inter-departmental teams the knowledge and resources they need to bring multiple processes and product lines together to improve operational, performance, and business outcomes and provide the highest standard in customer care for both internal and external customers.Responsible for managing sales support teams both onshore (Houston) and offshore (Manila and Tokyo) and developing and implementing support teams for sales staff in EMEA, APAC and AMER.• Directed transition of 80% transactional operations from sales team to contact center team by supervising timely completion of business plan as well as training and managing new contact center group in Tokyo, supporting Japan sales organization.• Enhanced overall customer satisfaction scores by six percent by integrating reporting, training, and assurance teams to leverage information sharing in rapid identification and timely resolution of complex issues.• Improved global cargo customer service support and provided exceptional cross-functional support to in/outsourced operations team.• Directed successful transformation of 100% brick and mortar workforce to 100% remote workforce within two months.

Houston, Texas

Transformed a reactionary training team into a proactive development team. Relied on as SME for all processes and products. Developed short-term and long-term training plans for the business, as well as individualized training plans for frontline and management employees. Developed training plan, staffing model, and deployment plan for the opening of the first Tokyo contact center (requiring 6 dedicated weeks in Tokyo as the project manager and trainer) and took over management of the group upon departure of previous Sr. Manager. Overall responsible for the management of training and development for over 200 global contact center employees through creation, implementation, and facilitation.• Directed and coordinated execution of multiple major projects, including implementation of transformative offerings from United Cargo, including joint venture agreements, commercial profit optimization initiatives, setup of organizational structures, and facilitation of the opening of a new contact center in a foreign locale.• Oversaw creation and transition of 100% new hire and 25% refresher training from outdated face-to-face training into comprehensive offerings by utilizing online platform.• Redesigned 100% existing training material to ensure adequate utilization for adult learners following best practice guidelines.

Houston, Texas Area

I assessed system utilization requirements by leveraging robust knowledge regarding Cameron and LeTourneau drilling systems product lines, including electrical, hydraulic, and mechanical control systems. I collaborated with training team to deliver wide range of modules and classes to several internal/external and local/international clients, ranging from company executives to job specific rig personnel. I timely delivered information by using a variety of instructional techniques and formats, including role playing, simulations, team exercises, group discussions, and videos and lectures, while maintaining regulatory compliance with adult learning principles and prescribed LMS. I delivered various solutions and specialized instructions for multiple areas such as on-the-job, refresher and new hire training, and product knowledge lectures etc.• Generated major increase in post training assessment scores by 18% by utilizing education expertise and restructuring training processes along with ensuring complete adherence to adult instruction principles and best practices.• Oversaw development and implementation of an internal assessment tool to evaluate instructor competency within instructional techniques and effectiveness areas.• Escalated survey scores by 11% by designing a tool to measure instructor effectiveness in collaboration with external customer survey evaluating instructors.

Biology Teacher, Soccer and Volleyball Coach.

Bachelor'S Degree, Wildlife Biology

Master'S Degree, Human Resources Development