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..
• 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.
• 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.
• Directed and coordinated execution of multiple major projects, including implementation of transformative offerings from United Cargo, including joint venture agreements, commercial profit optimization initiatives.
• Oversaw creation and transition of 100% new hire and 25% refresher training from outdated face-to-face training into comprehensive offerings by utilizing online platform.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.
• 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.
• 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