Patrick Mccrane Email & Phone Number

Washington D.C. Metro Area

Responsible for client implementation services, client training, competitor conversions, customer success, and outsourcing services for Wolters Kluwer Tax and Accounting Division.

Vienna, Va

Created and lead customer experience and operations consultancy to help companies increase revenue, improve efficiencies, and deliver remarkable customer experiences. My clients include small, medium, and large size companies. My accomplishments include: • Hired by large client to be their Customer Success leader to pilot, build, and implement a Customer Success Program. The pilot is delivering promising results so far through improved customer focus across the business silos.• Conducted customer experience and operations assessment for E-commerce client. Made recommendations that greatly improved the customer experience while reducing contact volume by 20%.• Helped client redesign and automate client’s account receivables and payable processes, which substantially improved cash flow and reduced time to pay by 50%.

Mclean, Va

Global Guardian is a global security platform that provides travel tracking and emergency response, security services, global intelligence, medical support and evacuation, emergency and custom aviation, cybersecurity, and real-time video monitoring services. As the Chief Operating Officer, I was responsible for the mission-critical 24/7/365 operations center, operations, IT, and HR. I was hired by the Board of Directors to build the systems and processes to scale the company while improving the execution of the hyper-responsive, high touch, world-class client experience.My accomplishments include:• I created and executed the strategic operating plan that delivered 60% revenue growth and 50% in net income growth while building the systems and processes to scale the business.• I built the foundation to scale the business by facilitating the creation of the company’s vision statement and values, creating KPIs and dashboards, implementing mechanisms, documenting and improving processes, and upgrading and implementing systems.• I provided leadership and the necessary resources to the video monitoring business to help it grow from $300k to $1.2M in revenue while becoming profitable.

Fairfax, Va

CustomInk is the online leader in custom apparel and customized promotional products. Customink is known for its incredible customer experience. While I was at Customink, I was responsible for the Customer Care organization including sales and support as well as the customer experience. I successfully managed over 350 team members across 3 locations (Fairfax, Dallas, and Reno). My accomplishments include:• Delivered world class customer experience (Customer WOW Rating = 56%, Customer WOW + Great Rating = 92%, Customer Reorder Response = 98%).• I led the transformation of the Customer Care Organization while growing the size of the organization by 50% to support 30%+ yearly growth. Successfully opened new Dallas site.• Redesigned the chat experience resulting in a 25% increase in the sale close rate while reducing the time per chat by 50%.

Maintained full responsibility for updating, improving, and delivering the Lacerte, ProSeries, and ITO professional tax programs with the latest tax content from the IRS and State agencies. Provided direction to over 220 employees including Tax Experts, Engineers, and quality assurance analysts while ensuring optimal performance. Created a highly engaging environment for talented employees to ensure optimal team performance. Significantly improved timeliness of tax content delivery as measured by customer after season survey.

Led efforts to deliver the Care Support experience as well as all of Call Center Operations. Managed a team of over 350 employees in 5 different sites including outsourcing offshore. Selected to turn around Care Organization after a season of sub-par performance, which included implementing new processes, effectively measuring and improving existing processes, and creating and executing web first strategy.

Directed the turnaround of an underperforming business. Drove growth by improving total customer experience. Analyzed data, identified priorities, and recommended high-impact projects. Ensured flawless execution of all business initiatives that impacted performance.• Spearheaded and re-launched QuickBooks Assisted Payroll product, which increased sales by 50%. • Pioneered “Learning Room”, an end to end visual process representation to demonstrate the total customer experience, which led to process improvements that reduced customer attrition by 13% in 1 year.

Determined key business outcomes, created metrics and dashboard, aligned projects to drive outcome improvements. Identified improvement projects, collected and analyzed data to identify root causes, facilitated focus groups, prepared cost/benefit analyses, identified improvements, partnered with key stakeholders to ensure improvements were implemented, and established monitoring mechanisms to ensure ongoing performance. Redesigned the order entry system and developed a tool to simplify cross-selling.

Led all call center operations for 200-seat call center with over 1 million calls annually. Supervised a team of 12 with 250 indirect reports. Developed the call center budget, improvements, and staffing plans. Directed technology initiatives. Successfully ran call center delivering over $110M in revenue* Successfully ran call center delivering over $110M in revenue* Spearheaded design, testing, training, and implementation of new computer telephone integration system that enhanced customer experience while allowing intelligent call routing and improving average order size by 10%.

Led all operations for Ecommerce Company that shipped over 3,000 packages daily and generated $20 million in annual revenue. Managed 7 direct reports and 150 indirect reports. Part of senior management team with authority over all operations. Created business plan, designed and built stores, implemented growth model, and directed operations for retail chain.* Expanded the company from solely mail-order to internet-based; developed strategic vision for website ranked among 500 most-trafficked sites in 1997 while generating over $1.2 million in sales in its first year and $4 million in 1999.* Executed cart-picking fulfillment system, which increased productivity by 50% and reduced fulfillment payroll by 33%.

East Windsor, New Jersey

Master Of Business Administration (Mba), Operations Management And Supervision

Bs, Engineering, Mathematics

Activities and Societies: Delta Kappa Epsilon, Tennis Team