Patrick Hanks Email & Phone Number

Round Rock, Texas, Us

• Lead global team of process engineers, product managers, and developers in identifying, evaluating, and delivering Automation and AI solutions in support of business efficiency and sales goals.• Drive internal business engagement to educate team members on identifying and scoping business opportunities for Automation and AI interventions.• Oversee day-to-day operations of Financial Services contact center for small business customers, managing to industry-recognized metrics and customer experience goals.• Support team members in achieving their career objectives by offering coaching, direction, and promoting a healthy work-life balance as well as continuous professional growth.• Deliver measurable outcomes by setting ambitious annual performance targets and closely monitoring team's achievements.• Collaborate with senior leadership to build roadmap of projects in support of financial objectives.

Round Rock, Texas, Us

Manage team of business project and product managers, oversee large portfolio of projects covering business process improvements, financial compliance, and technology implementations.Implemented and continuously evaluating new project governance guidelines based on proven methodologies, incl. PMI, Six Sigma and PM3 to ensure greater execution success and improved business outcomes.Interview, evaluate, and hire staff with objective of fielding a skilled, diverse, and capable teamSet goals and priorities for staff based on business needs and individual growth objectives.Review employee performance and provide ongoing feedback and coaching to drive performance improvement.Enhance development and drive continuous improvement of project delivery process by providing strong program leadership.Produce thorough, accurate and timely reports of project activities and portfolio performance for discussion with business leaders and executives.

Round Rock, Texas, Us

Managed large-to-extra-large business and IT-oriented projects focused on back-office operational and cost efficiency.Outlined work plans, assessed resources and determined timelines for projects.Assessed project risks and devised mitigation strategies to avoid potential roadblocks.Executed against approved change management processes when necessary to adjust program timelines according to updated business priorities.Devised implementation plans and performed cost-benefit and ROI analyses.Produced thorough, accurate and timely reports of project activities.

Round Rock, Texas, Us

Customer Service call center, correspondence, and self-service technology for 500+ seats covering 6 global and domestic sites. (India, Philippines, US)Vendor/Partner management, including RFP/RFI execution, contract negotiations, start-up, and ongoing performance management.Monitored performance by reviewing relevant reporting data and producing statistical reports.Developed quality assurance standards and established targets for all staff.Set and managed performance benchmarks for call center employees.Reviewed and approved staffing recommendations based on capacity planning and forecasting outputs.Analyzed business performance data and forecasted business results for upper management.Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.

Round Rock, Texas, Us

Round Rock, Texas, Us